Intermittent communication problem between SOI and ServiceDesk 17.3

Products

• CA Service Operations Insight (SOI)

Issue/Introduction

After upgrading from version 17.1 to version 17.3 of CA Service Desk, the integration of SOI with Service Desk is intermittent, a connection error returned when opening the ticket using SOI Actions in most executions.

In addition, the Auto Clear functionality is not working.

 

Environment

Release : 4.2

Component : Service Operations Insight (SOI) Manager

Cause

Problem was cause on the SDM side.

Resolution

The problem of integrating SOI with SDM was resolved after installing ROLL-UP Patch 2 of SDM version 17.3.
After installing RU2 in SDM, the connection problem has been solved and tickets are being opened again and the clearing of alerts in SOI has returned to work after changing the status of tickets to the condition defined in the SOI settings.