"Delayed Server Response" with PAM/SDM integrations and interactions

Products

• CA Service Management - Service Desk Manager
• CA Service Desk Manager
• CA Process Automation Base

Issue/Introduction

When trying to attach an ITPAM SRF Workflow to a Request Area/Category in Service Desk Manager 17.3, the following message appears:

Delayed Server Response

The jstd.log in DEBUG level shows the following:

 DEBUG ItpamWorkflow 509 Building authorization string 
 DEBUG ItpamWorkflow 386 Entered method to build authorization construct 
 DEBUG ItpamWorkflow 405 Using EEM Token at Server <EEM Server>
 DEBUG ItpamWorkflow 408 eiam config file picked from: <local path>/SERVIC~1/pdmconf/eiamj.config 
 DEBUG ItpamWorkflow 412 Initializing context. 

stdlog may also show:

01/01 00:00:00.00 SERVER1 domsrvr                 5948 ERROR        attr.c                6201  No response to trigger cr::post_val_category_modified (1 time) after 30 seconds; waiting another 60 seconds

Issue may arise with any SDM/PAM interactions, such as trying to close an incident with a PAM process attached, despite the associated PAM process itself being closed/archived.

Environment

Release : 17.3 RU3 and higher

Component : CA SERVICE MANAGEMENT PROCESS AUTOMATION

Cause

An older config file that was meant for java based connectivity, file eiamj.config, is interfering with access to the backend EIAM server.  Issue is prevalent after installing 17.3 RU3 and higher.  SDM is trying to establish a connection to EEM but the connection attempt is hanging while waiting for EEM to return a valid token.

Resolution

Workaround:

1. Go to NX_ROOT\pdmconf

2. Move eiamj.config from NX_ROOT\pdmconf to folder outside NX_ROOT. Example: C:\

3. Kill the pdm_rpc java process to restart it

This action will allow pdm_rpc to establish connection with PAM without the eiamj.config file present.

Additional Information

Issue may also manifest if one is creating an SDM ticket from a PAM process or from the SDM Web UI where the selected request area has a PAM Workflow associated to it.

Issue is primarily a concern when Service Desk is connecting to PAM (via EIAM authentication) and is not a PAM to Service Desk connection issue (done through SOAP call to SDM)