Problem:
Service Desk Manager not allowing new logins when integrated with EEM and within the log the following error is seen:
mm/dd hh:mm:ss.xx SDMSERVER pdm_proctor_nxd 1632 SIGNIFICANT STDIO 0 450922 [0x000009e4] ERROR PozFactory null - PozFactory::isFailoverRequired: Could not communicate with the EEM Server, server =[] returned with errorcode= -3
mm/dd hh:mm:ss.xx SDMSERVER boplgin 2528 ERROR eiamAuth.c 405 Error authenticating user: 'userxx' - EE_SPONSORERROR iSponsor Error ISP_ERROR_NOGATEWAY igateway not running
Environment:
Ca Service Desk 12.7, 12.9
EEM 12.x
Cause:
One possible cause is that the NX.env variable @NX_EIAM_HOSTNAME. may not be set correctly
Resolution:
Validate that the EEM server name is valid, if not set to the correct EEM server name and restart the SDM services in Primary and Secondary (if exists).