When trying to import a CA Service Desk Manager (CA SDM) service into Service Operations Insight (SOI), it never displays within the SOI console

Products

• CA IT Asset Manager
• CA Software Asset Manager (CA SAM)
• ASSET PORTFOLIO MGMT- SERVER
• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

When integrating CA SDM and SOI via Catalyst, you may run into a situation when trying to import CA SDM services into SOI, within SOI itself when you select the "Import" option the service will display correctly, but when you try to import the service, it will appear as nothing happens.

If you check the following log on the Service Desk Connector server:

%Install Location%\Catalyst\CatalystConnector\container\data\log\ServiceDeskManagerConnector.log

An error similar to the following will appear:

FATAL [com.ca.sdm.connector.ServiceDeskManagerConnector] - Exception in the get() method: null

 

Environment

Service Desk Manager 17.x

Resolution

On the Service Desk Connector server locate the following file:

%Install Location%\CatalystConnector\container\resources\ServiceDeskObject.xml

Edit the file with a text editor and look for the section:

<attribute type="String" name="resolution_code" />

This item needs to be modified to be:

<attribute type="Integer" name="resolution_code" />

Once this change is completed, restart the Service Desk Manager Connector for the change to take effect and import the CA SDM services into SOI.