Service Desk Manager (SDM) and JasperSoft - Whitelist Hostnames

Products

• CA Service Desk Manager
• CA Service Management - Service Desk Manager

Issue/Introduction

When attempting to test the SDM_DS JDBC connection from the JasperSoft or JasperStudio UI, receive the following error:

java.lang.RuntimeException: Hostname servername is not part of Whitelist hostnames at com.ca.sdm.dal.sql.jdbc.driver.DalJdbcDriver.connect(DalJdbcDriver.java:342) at java.sql.DriverManager.getConnection(Unknown Source) at java.sql.DriverManager.getConnection(Unknown Source) 

When you run a report/adhoc view via the Insights App, receive the following error:

Error Message
There was an error on the server. Try again or contact site administrators. (Error UID: d25f2a49-bc7e-4f0a-9c48-db806fb92a7b)"

JasperServer.log file has an entry similar to:

ERROR AdhocAction,http-nio-28080-exec-6:636 - exception initializing ad hoc
java.lang.RuntimeException: Hostname CABIServersHostName is not part of Whitelist hostnames
 at com.ca.sdm.dal.sql.jdbc.driver.DalJdbcDriver.connect(DalJdbcDriver.java:342)
 at java.sql.DriverManager.getConnection(Unknown Source)
..
..

ERROR ErrorPageHandlerAction,http-nio-28080-exec-6:118 - Error UID d25f2a49-bc7e-4f0a-9c48-db806fb92a7b
java.lang.RuntimeException: Hostname CABIServersHostName is not part of Whitelist hostnames
 at com.ca.sdm.dal.sql.jdbc.driver.DalJdbcDriver.connect(DalJdbcDriver.java:342)
 at java.sql.DriverManager.getConnection(Unknown Source)
 at java.sql.DriverManager.getConnection(Unknown Source)

Environment

Service Desk Manager 17.x

JasperSoft 8.x and 9.x

All Supported Windows Operating Systems

Resolution

Need to add the CABIServerHostName to the list of allowed hosts which can access the Service Desk Manager DOMSRVR layer. This is controlled via the SDM Option 'dal_whitelist'

Additional information about this is here: 

https://techdocs.broadcom.com/us/en/ca-enterprise-software/business-management/ca-service-management/17-4/administering/administer-insights/transactional-reports/configure-cabi-jasperreports-whitelist-for-transactional-reporting.html

Install the option and follow the appropriate maintenance procedure to install SDM options.