Sometimes Service Catalog connection to ITPAM fails when Service Catalog restarts

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Article ID: 209616

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Updated On:

Products

CA Service Catalog

Issue/Introduction

When Service Catalog restarts, sometimes it fails to connect to PAM logging messages like these in view.log

ERROR [pool-2-thread-6] [ITPAMWebserviceManager] Catalog connection to ITPAM failed.
AxisFault
 faultCode: {http://schemas.xmlsoap.org/soap/envelope/}Server.userException
 faultSubcode: 
 faultString: javax.net.ssl.SSLHandshakeException: PKIX path building failed: sun.security.provider.certpath.SunCertPathBuilderException: unable to find valid certification path to requested target

however, restart Service Catalog again it will work without error message like this in view.log. This tech doc explains why you could have this situation and possible correction.

Cause

When your PAM does not use the same EEM server as Service Catalog uses, this will happen.

In fact, techdocs web site states that you would need to use same EEM server for the integration

https://techdocs.broadcom.com/us/en/ca-enterprise-software/business-management/ca-service-management/17-2/installing/installing-ca-service-management-17-2/installing-common-components-ca-eem-cabi-jasperreports-ca-process-automation/install-ca-process-automation-for-ca-service-management.html

 

Environment

Service Catalog 14.1, 17.x

Resolution

The resolution to this is to make sure both Service Catalog and PAM use the same EEM server. If that is not possible then you could need to restart Service Catalog one more time if this happens.