When SDM restarts, connection to PAM is lost and Keystore must be recreated.
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Article ID: 186632
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Products
CA Service Desk ManagerSUPPORT AUTOMATION- SERVERCA Service Desk Manager - Unified Self ServiceCA Service Desk Manager - Mobile ApplicationCA Service Desk Manager - Xtraction
Issue/Introduction
After SDM Services are restarted (either for planned maintenance, or from unplanned outages), we receive the following error message when attempting to connect to PAM Workflows:
"There is a problem accessing CA IT PAM Workflow - please try again or contact the administrator. Details: ; nested exception is: java.net.SocketException: java.security.NoSuchAlgorithmException: Error constructing implementation (algorithm: Default, provider: SunJSSE, class: sun.security.ssl.SSLContextImpl$DefaultSSLContext)"
2) Delete @NX_KEYSTORE_REF entry from NX.env, NX.env_NT.tpl client_NX.env
3) Delete pdmconf/NX.keystore file, Restart Service Desk, now SDM -> PAM Integration fails with SSL missing certificate error
4) Opened a command prompt to type:
5) REM this shows the 8.3 notation of SDM install folder. example: d:\progra~1\CA\servic~1 type c:\windows\paradigm.ini
6) REM This shows the location of JRE that SDM is using, we need to place our command prompt in that folder. nx_env | findstr /i JRE
7) REM Change directory now
cd "D:/Progra~1/CA/SC/JRE/11.0.1/bin" D: java -version
8) Import the certificates (below steps indicate a PAM server's SSL cert called capamtest.cer which was issued by capamtestissuing.cer, which was further from a root CA capamtestroot.cer)