'java.lang.NoClassDefFoundError: Could not initialize class com.sun.xml.ws.fault.SOAPFaultBuilder'. Fail to connect with Service Now

Products

• CA Identity Manager
• CA Identity Governance
• CA Identity Portal
• CA Identity Suite

Issue/Introduction

While trying to connect the CA Identity Manager with ServiceNow using the NIM SM Integration the following errors occur:

In the nim.log we can see this error after setting the configurations in NIM SM Integration

[10/08/20 01:20:58:058 ART] [default task-3] DEBUG common.GenericSOAPDispatchService: Creating dispatch
[10/08/20 01:20:58:058 ART] [default task-3] DEBUG common.GenericSOAPDispatchService: Finished refreshing the service and dispatch
[10/08/20 01:20:58:058 ART] [default task-3] DEBUG common.GenericSOAPDispatchService: Starting dispatch invoke for getRecords operation
[10/08/20 01:20:58:058 ART] [default task-3] DEBUG common.GenericSOAPDispatchService: Synchronizing the method while invoking the soap request
[10/08/20 01:20:58:058 ART] [default task-3] ERROR common.GenericSOAPDispatchService: Type of exception thrown in Invoke Try: 'javax.xml.ws.WebServiceException': Unknown problem occurred with  message: 'java.lang.NoClassDefFoundError: Could not initialize class com.sun.xml.ws.fault.SOAPFaultBuilder'
[10/08/20 01:20:58:058 ART] [default task-3] ERROR common.GenericSOAPDispatchService: javax.xml.ws.WebServiceException thrown in Invoke With Retry: Exception Message: 'java.lang.NoClassDefFoundError: Could not initialize class com.sun.xml.ws.fault.SOAPFaultBuilder': attempting call #2
[10/08/20 01:21:03:003 ART] [default task-3] DEBUG common.GenericSOAPDispatchService: Starting dispatch invoke for getRecords operation
[10/08/20 01:21:03:003 ART] [default task-3] DEBUG common.GenericSOAPDispatchService: Synchronizing the method while invoking the soap request
[10/08/20 01:21:04:004 ART] [default task-3] ERROR common.GenericSOAPDispatchService: Type of exception thrown in Invoke Try: 'javax.xml.ws.WebServiceException': Unknown problem occurred with  message: 'java.lang.NoClassDefFoundError: Could not initialize class com.sun.xml.ws.fault.SOAPFaultBuilder'
[10/08/20 01:21:04:004 ART] [default task-3] ERROR common.GenericSOAPDispatchService: WebserviceException thrown in Invoke With Retry: Exhausted all retries with exception message 'java.lang.NoClassDefFoundError: Could not initialize class com.sun.xml.ws.fault.SOAPFaultBuilder'


In the server.log (in debug mode) we see this error:

13:21:04,101 ERROR [com.ca.sec.nimsmintegration.ServiceDeskEvent] (Thread-21 (ActiveMQ-client-global-threads)) java.lang.Exception: Unable to validate the configurations
13:21:04,116 ERROR [com.netegrity.ims.exception.EventExecuteStateException] (Thread-21 (ActiveMQ-client-global-threads)) Execution of event: ServiceDeskEvent failed.  Exception encountered: Unable to validate the Service Desk configurations. Please check the configurations
13:21:04,116 ERROR [com.netegrity.ims.businessprocess.IMSEventController] (Thread-21 (ActiveMQ-client-global-threads)) Error during event execution [d92c9e5a-0aec8091-00e6fea3-7c1efa32] ServiceDeskEvent

Environment

Identity Manager 14.x (vApp and Non-vApp)

Cause

Check if the Username from the "Configure Service Desk Integration" screen has the right permissions

Resolution

The list of the correct permissions?

 

 1. All the Soap related roles:soap
 soap_create
 soap_delete
 soap_ecc
 soap_query
 soap_query_update
 soap_script
 soap_update  
 
 
2. Web service admin role: web_service_admin
 
 
3. For Get Incident & Request & Change: odbc 
role
 
4. For Create & Update Incident & Change: midserver 
role
 
5. For Create & Update Request: catalog_admin
 role
 
6. For Create a comment we need u_journal_entry_user
 role
 
Along with the above roles we need to provide the roles that are assigned in the ACLs of the tables incident
 sys_db_obj
 sys_user
 sys_dictionary
 sys_journal_field and task tables
 for read 
permissions. (Service now admin can help with the ACLs roles)