How to overcome test connections problems for Service Desk policy in CA Open Space 2.0.

Products

• 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

Description:

After installing and configuring OpenSpace "on premise", we are testing the use of SDM web policy named "OPENSPACE". However, the test connection never succeeds.

Solution:

The order in which the actions to set up the connection are executed is of critical importance.
Take special care to perform step 4 (set proxy) after step 2 (generate the key) in the steps that are described below.

Use the steps with the sample document that is provided with Service Desk Manager (SDM):

 	"PKI_loginServiceManaged_JAVA_steps.doc" 

That document is stored in a Service Desk installation at folder:

 	$NX_ROOT\samples\sdk\websrc\java\test_pki 

How to add the 'pki-key' needed to use the OS-SDM interface:

1. In SDM, drill down to administration/soap ws policy/policies.
   Open the policy 'DEFAULT' and check 'allow impersonation'.
   Save and close the policy.
   
   
2. In a command prompt run 'pdm_pki -p DEFAULT'
   
   
3. Copy file DEFAULT.p12 to %NX_ROOT%/bopcfg/www/CATALINA BASE/webapps/axis
   
   
4. In SDM drill down to administration/soap ws policy/policies.
   Open the policy 'DEFAULT' and check 'pki is set to yes now.
   
   
5. Set the proxy contact to ServiceDesk.
   Save and close the policy.
   
   
6. Set the certificate file for ServiceDesk by following these steps:
   
   
   1. Logon to [email protected]<community>.com/<password>
      
      
   2. Navigate to administrator tab > data sources
      
      
   3. Fill in the details <sdm-server>:<sdm-port>
      
      
   4. Load certificate DEFAULT.p12 file
      (browse to DEFAULT.p12 location folder: %NX_ROOT%\bopcfg\www\CATALINA_BASE\webapps\axis)
      
      Figure 1.
      
      

      <Please see attached file for image>

      
      
      Figure 2.
      
      

      <Please see attached file for image>

      
      
      
   5. Test the connection > enable > save

Environment

Release:
Component: OS4SM