ServiceDesk integration page on OC gives errors and does not load properly

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Article ID: 208472

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Updated On:

Products

CA Spectrum

Issue/Introduction

The issue here is that in the Catalina.log the following errors are observed:

Feb 09, 2021 18:00:04.845 - Error getting config file.org.jdom.input.JDOMParseException: Error on line -1: Premature end of file.
Feb 09, 2021 18:00:04.846 - Error while retrieving ContextObjects for use with ServiceDeskAlarmHandler. java.lang.NullPointerException
 at com.aprisma.spectrum.app.sd.ServiceDeskIntegrationManager.readServerInfo(ServiceDeskIntegrationManager.java:1304)
 at com.aprisma.spectrum.app.sd.ServiceDeskIntegrationManager.readConfig(ServiceDeskIntegrationManager.java:1074)
 at com.aprisma.spectrum.app.sd.ServiceDeskIntegrationManager.start(ServiceDeskIntegrationManager.java:382)
 at com.aprisma.spectrum.app.util.context.ContextFactory.threadSafeStartContextObject(ContextFactory.java:260)
 at com.aprisma.spectrum.app.util.context.ContextFactory.getContextObject(ContextFactory.java:164)
 at com.aprisma.spectrum.app.sd.handler.ServiceDeskAlarmHandler.start(ServiceDeskAlarmHandler.java:251)
 at com.aprisma.spectrum.app.util.context.ContextFactory.threadSafeStartContextObject(ContextFactory.java:260)
 at com.aprisma.spectrum.app.util.context.ContextFactory.getContextObject(ContextFactory.java:164)
 at com.aprisma.spectrum.app.notifier.AlarmNotifierConfigParser.createAlarmHandlerContextObject(AlarmNotifierConfigParser.java:232)
 at com.aprisma.spectrum.app.notifier.AlarmNotifierConfigParser.parseAlarmHandlerXml(AlarmNotifierConfigParser.java:169)
 at com.aprisma.spectrum.app.notifier.AlarmNotifierConfigParser.parseSubAppConfig(AlarmNotifierConfigParser.java:109)
 at com.aprisma.spectrum.app.notifier.AlarmNotifier.readSubAppConfigs(AlarmNotifier.java:240)
 at com.aprisma.spectrum.app.notifier.AlarmNotifier.start(AlarmNotifier.java:172)
 at com.aprisma.spectrum.app.util.context.ContextFactory.threadSafeStartContextObject(ContextFactory.java:260)
 at com.aprisma.spectrum.app.util.context.ContextFactory.getContextObject(ContextFactory.java:164)
 at com.aprisma.spectrum.app.notifier.servlet.AlarmNotifierServlet.init(AlarmNotifierServlet.java:61)
 at org.apache.catalina.core.StandardWrapper.initServlet(StandardWrapper.java:1134)
 at org.apache.catalina.core.StandardWrapper.loadServlet(StandardWrapper.java:1089)
 at org.apache.catalina.core.StandardWrapper.load(StandardWrapper.java:983)
 at org.apache.catalina.core.StandardContext.loadOnStartup(StandardContext.java:4864)
 at org.apache.catalina.core.StandardContext.startInternal(StandardContext.java:5173)
 at org.apache.catalina.util.LifecycleBase.start(LifecycleBase.java:183)
 at org.apache.catalina.core.ContainerBase.addChildInternal(ContainerBase.java:717)
 at org.apache.catalina.core.ContainerBase.addChild(ContainerBase.java:690)
 at org.apache.catalina.core.StandardHost.addChild(StandardHost.java:705)
 at org.apache.catalina.startup.HostConfig.deployDirectory(HostConfig.java:1133)
 at org.apache.catalina.startup.HostConfig$DeployDirectory.run(HostConfig.java:1866)
 at java.util.concurrent.Executors$RunnableAdapter.call(Executors.java:511)
 at java.util.concurrent.FutureTask.run(FutureTask.java:266)
 at org.apache.tomcat.util.threads.InlineExecutorService.execute(InlineExecutorService.java:75)
 at java.util.concurrent.AbstractExecutorService.submit(AbstractExecutorService.java:112)
 at org.apache.catalina.startup.HostConfig.deployDirectories(HostConfig.java:1045)
 at org.apache.catalina.startup.HostConfig.deployApps(HostConfig.java:429)
 at org.apache.catalina.startup.HostConfig.start(HostConfig.java:1576)
 at org.apache.catalina.startup.HostConfig.lifecycleEvent(HostConfig.java:309)
 at org.apache.catalina.util.LifecycleBase.fireLifecycleEvent(LifecycleBase.java:123)
 at org.apache.catalina.util.LifecycleBase.setStateInternal(LifecycleBase.java:423)
 at org.apache.catalina.util.LifecycleBase.setState(LifecycleBase.java:366)
 at org.apache.catalina.core.ContainerBase.startInternal(ContainerBase.java:936)
 at org.apache.catalina.core.StandardHost.startInternal(StandardHost.java:841)
 at org.apache.catalina.util.LifecycleBase.start(LifecycleBase.java:183)
 at org.apache.catalina.core.ContainerBase$StartChild.call(ContainerBase.java:1384)
 at org.apache.catalina.core.ContainerBase$StartChild.call(ContainerBase.java:1374)
 at java.util.concurrent.FutureTask.run(FutureTask.java:266)
 at org.apache.tomcat.util.threads.InlineExecutorService.execute(InlineExecutorService.java:75)
 at java.util.concurrent.AbstractExecutorService.submit(AbstractExecutorService.java:134)
 at org.apache.catalina.core.ContainerBase.startInternal(ContainerBase.java:909)
 at org.apache.catalina.core.StandardEngine.startInternal(StandardEngine.java:262)
 at org.apache.catalina.util.LifecycleBase.start(LifecycleBase.java:183)
 at org.apache.catalina.core.StandardService.startInternal(StandardService.java:421)
 at org.apache.catalina.util.LifecycleBase.start(LifecycleBase.java:183)
 at org.apache.catalina.core.StandardServer.startInternal(StandardServer.java:930)
 at org.apache.catalina.util.LifecycleBase.start(LifecycleBase.java:183)
 at org.apache.catalina.startup.Catalina.start(Catalina.java:738)
 at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)
 at sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:62)
 at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43)
 at java.lang.reflect.Method.invoke(Method.java:498)
 at org.apache.catalina.startup.Bootstrap.start(Bootstrap.java:342)
 at org.apache.catalina.startup.Bootstrap.main(Bootstrap.java:473)

Cause

Corrupted files in the $SPECROOT/custom/svdsk/config/ directory:

  • nim-server-config.xml
  • service-desk-config.xml
  • service-desk-config.xml.bak

Environment

Release : 20.2

Component : Spectrum OneClick

Resolution

Please follow these steps:

1. Move the following files under the $SPECROOT/custom/svdsk/config/ directory to a temporary directory:

  • nim-server-config.xml
  • service-desk-config.xml
  • service-desk-config.xml.bak

2. Copy the OOB (Out Of the Box) files from $SPECROOT/tomcat/webapps/spectrum/WEB-INF/svdsk/config/ directory to the $SPECROOT/custom/svdsk/config/ directory.

  • nim-server-config.xml
  • service-desk-config.xml

3. Stop/start the Spectrum Tomcat service.

$ cd $SPECROOT/tomcat/bin

$ ./stopTomcat.sh

$ ./startTomcat.sh

4. On the OneClick Administration page, go to the Service Desk integration page review the configuration.