SD.DataServices Execution Generating Invalid Username/Password Error

Products

• ServiceDesk

Issue/Introduction

After upgrade to Servicedesk 8.0 (7.5 Sp1<7.6<8.0), when SD.DataServices executes as a part of Servicedesk Incident creation, using the Technician Feeder form, the error messages below were generated.

It should be noted that these messages only appear in the log files.  They do not affect functionality in anyway.  Locations and Departments are still returned properly.

ProcessManager:

Application Name : ProcessManager

Process ID : 3984

Date :4/5/2016 1:20:02 PM

Log Level :Error

Log Category :Userman

Machine Name : GDCUSTST133

Message :

[Userman] Error performing login.

Client: IP=172.17.220.102 HostName=172.17.220.102 Browser=Mozilla/4.0 (compatible; MSIE 6.0; MS Web Services Client Protocol 4.0.30319.34209)

System.Exception: Invalid Username/Password

   at LogicBase.Ensemble.Userman.ServiceCore.LoginService.CheckPassword(UserInfo userInfo, String password)

   at LogicBase.Ensemble.Userman.ServiceCore.LoginService.AuthenticateUser(String primaryEmail, String password, String instanceName)

   at LogicBase.Ensemble.Userman.ServiceCore.LoginService.LoginUser(String username, String password, String instanceName)

   at LogicBase.Ensemble.Userman.Userman.LoginUser(String email, String password, String instancename, Boolean insertLoginAudit)

 

 

Data Services:

Application Name : SD.DataServices

Process ID : 3984

Date :4/5/2016 1:20:02 PM

Log Level :Error

Log Category :LogicBase.Workflow.Ensemble

Machine Name : GDCUSTST133

Message :

System.Web.Services.Protocols.SoapException: System.Web.Services.Protocols.SoapException: Invalid Username/Password

   at LogicBase.Ensemble.Userman.Userman.LoginUser(String email, String password, String instancename, Boolean insertLoginAudit)

   at LogicBase.Ensemble.Userman.Userman.LoginUser(String email, String password, String instancename)

   at System.Web.Services.Protocols.SoapHttpClientProtocol.ReadResponse(SoapClientMessage message, WebResponse response, Stream responseStream, Boolean asyncCall)

  at System.Web.Services.Protocols.SoapHttpClientProtocol.Invoke(String methodName, Object[] parameters)

   at LogicBase.Core.Ensemble.UserMan.Userman.LoginUser(String email, String password)

   at LogicBase.Core.EnsembleHelper.GetEnsembleSession(IData data)

Cause

The SD.DataServices project properties  are incorrectly stored as a part of the 8.0 upgrade.

Resolution

This is resolved in 8.0 HF1 of Servicedesk.  However, we have seen the hotfix not properly update the properties.config file for SD.DataServices.  To assure that the change is properly applied:

1. Browse to ...\Program Files\Symantec\Workflow\WorkflowDeploy\Release\SD.DataServices
2. Open the Properties.config file
3. Assure that the following items are properly configured:

   1. EnsemblePASSWORD-${MACHINEDEFAULTENSEMBLEPASSWORD.EN_US}

   2. ServerIPAddress-${MACHINEDEFAULTENSEMBLEIPADDRESS.EN_US}

4. If they are not properly configured, close and delete the properties.config file
5. Browse to ..:\Program Files\Symantec\Workflow\Installers\ServiceDesk
6. Execute the SD.DataServices.Setup
7. This should resolve the issue, alternately you can contact Symantec Support to help you republish the SD.DataServices project.