Service Desk Manager integration with Spectrum not working
Article ID: 142662
Updated On:
Products
Issue/Introduction
Receiving Error: Unable to connect to Service Desk web service on server *hostname*. Check Service Desk configuration information.
Verified the ports are accessible.
Cause
Service Desk Manager Tomcat may not be running. An example of an error message in the pdm_tomcat.log file from Service Desk Manager:
*Time* org.apache.coyote.AbstractProtocol init
INFO: Initializing ProtocolHandler ["https-jsse-nio-8443"]
*Time* org.apache.coyote.AbstractProtocol init
SEVERE: Failed to initialize end point associated with ProtocolHandler ["https-jsse-nio-8443"]
java.net.BindException: Address already in use: bind
Environment
Release : 17.1
Component : Service Desk Manager
Resolution
Ensure that Tomcat is fully functional. In this example Tomcat failed to start due to a port conflict. The conflict needs to be resolved to restore Tomcat functionality.
Sometimes a restart of Tomcat may be required, this can be accomplished by running these commands from a prompt on the server:
pdm_tomcat_nxd -c stop
pdm_tomcat_nxd -c start
Additional Information
Steps to enable Tomcat debug logging are located here. This may be required if Tomcat is fully functional, and the Tomcat logs don't provide clues as to the cause of the problem.
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