ALERT: Some images may not load properly within the Knowledge Base Article. If you see a broken image, please right-click and select 'Open image in a new tab'. We apologize for this inconvenience.

Unable to export policies and actions using WSSAMSERVICE command

book

Article ID: 199959

calendar_today

Updated On:

Products

CA Service Operations Insight (SOI)

Issue/Introduction

Hi Team,

We are unable to export policies and actions using WSSAMSERVICE Command.PFB error message

"
E:\Program Files (x86)\CA\SOI\tomcat\bin>WSSamEncryptCmd.bat "Policy123"
Executing WSSamEncryptCmd .....
EPsKjOGD7p++Wj4jpIBwUEz/BEzPlVrVs+/d0Pb6JsVc
Return code: 0
WSSamEncryptCmd Finished....
 
E:\Program Files (x86)\CA\SOI\tomcat\bin>WSSamServiceCmd.bat -hlocalhost:7090 -u
samuser -p"EPsKjOGD7p++Wj4jpIBwUEz/BEzPlVrVs+/d0Pb6JsVc" -aExport -s* -fE:/allse
rvicesimport.xml
Executing WSSamServiceCmd .....
WSSamServiceCmd() - Web Service: localhost port: 7090
WSSamServiceCmd() - action: Export
WSSamServiceCmd() - Service: *
WSSamServiceCmd() - FileName: E:/allservicesimport.xml
Sep 14, 2020 11:38:03 AM com.sun.ws.management.transport.HttpClient readResponse
 
INFO: Response discarded: <!doctype html><html lang="en"><head><title>HTTP Statu
s 500 ΓÇô Internal Server Error</title><style type="text/css">H1 {font-family:Ta
homa,Arial,sans-serif;color:white;background-color:#525D76;font-size:22px;} H2 {
font-family:Tahoma,Arial,sans-serif;color:white;background-color:#525D76;font-si
ze:16px;} H3 {font-family:Tahoma,Arial,sans-serif;color:white;background-color:#
525D76;font-size:14px;} BODY {font-family:Tahoma,Arial,sans-serif;color:black;ba
ckground-color:white;} B {font-family:Tahoma,Arial,sans-serif;color:white;backgr
ound-color:#525D76;} P {font-family:Tahoma,Arial,sans-serif;background:white;col
or:black;font-size:12px;}A {color : black;}A.name {color : black;}HR {color : #5
25D76;}</style></head><body><h1>HTTP Status 500 ΓÇô Internal Server Error</h1><h
r class="line" /><p><b>Type</b> Status Report</p><p><b>Message</b> class org.apa
che.axis2.saaj.NodeImplEx overrides final method getParent.()Lorg/apache/axiom/o
m/OMContainer;</p><p><b>Description</b> The server encountered an unexpected con
dition that prevented it from fulfilling the request.</p><hr class="line" /><h3>
Apache Tomcat Version X</h3></body></html>
WSSamServiceCmd() - An error has occured during your enumerate operation: Conten
t-Type of response is not acceptable: text/html;charset=utf-8
WSSamServiceCmd() - Web Service request failed....
Return code: 0"

Cause

Additional jar files in CA\SOI\tomcat\lib from GD connector

Environment

Release : 4.2

Component : Service Operations Insight (SOI) Manager

Resolution

Testing the issue in house showed the customer's tomcat\lib contains additional jar files from GD connector to integrate ServiceNow with SOI for ticketing, these jar files are causing the wssamservicecmd command to break.

 

The cause of the problem was from \soi\tomcat\lib\axis2-saaj-1.6.3.jar which was part of the GD ServiceNow connector.
Moved this file out of the \tomcat\lib\ folder and restart CA SOI Application Server service.
Customer is able to run the command to export and import escalation and action policies.
Customer also was to create ticket.