SOI 4.0
Getting Service Desk is not configured when trying to create ticket.
Release : 4.0
Component : Service Operations Insight (SOI) Manager
SOI Manager server unable to connect to ServiceNow which was confirmed by trying to access the ServiceNow url https://xxxx.service-now.com/
In the soimgr-debug, we see the following message
2021-06-29 08:14:50,163 INFO [http-bio-0.0.0.0-7090-exec-19] escalation.HelpDesk.debugLog(67) - UniversalHelpDesk(HDInitialize):
2021-06-29 08:14:50,164 INFO [http-bio-0.0.0.0-7090-exec-19] escalation.HelpDesk.debugLog(67) - UniversalHelpDesk(HDInitialize):
2021-06-29 08:14:50,164 INFO [http-bio-0.0.0.0-7090-exec-19] escalation.HelpDesk.debugLog(67) - UniversalHelpDesk(HDInitialize): xxxx
2021-06-29 08:14:50,164 INFO [http-bio-0.0.0.0-7090-exec-19] escalation.HelpDesk.debugLog(67) - UniversalHelpDesk(HDInitialize): xxxx
2021-06-29 08:14:50,164 INFO [http-bio-0.0.0.0-7090-exec-19] escalation.HelpDesk.debugLog(67) - UniversalHelpDesk(HDInitialize): https://xxxx.service-now.com/
2021-06-29 08:14:50,165 INFO [http-bio-0.0.0.0-7090-exec-19] configuration.ConfigurationLoader.load(34) - 14
2021-06-29 08:14:50,180 INFO [http-bio-0.0.0.0-7090-exec-19] configuration.ConfigurationLoader.initSeverityMap(257) - 4
2021-06-29 08:14:50,185 INFO [http-bio-0.0.0.0-7090-exec-19] configuration.ConfigurationLoader.load(71) - {Major=2, Unknown=4, Critical=1, Minor=3}
2021-06-29 08:14:50,205 INFO [http-bio-0.0.0.0-7090-exec-19] configuration.ConfigurationLoader.load(90) - Loading create-mappings done.
2021-06-29 08:14:50,206 INFO [http-bio-0.0.0.0-7090-exec-19] escalation.HelpDesk.debugLog(67) - Proxy Details:, null,null, null, null():
2021-06-29 08:14:50,206 INFO [http-bio-0.0.0.0-7090-exec-19] configuration.ConfigurationLoader.loadUpdateMapping(114) - 5
2021-06-29 08:14:50,219 INFO [http-bio-0.0.0.0-7090-exec-19] configuration.ConfigurationLoader.loadUpdateMapping(164) - Loading update-mappings done.
2021-06-29 08:14:50,220 INFO [http-bio-0.0.0.0-7090-exec-19] escalation.HelpDeskManager.initHlpDskService(2015) - Error occurred while creating ServiceDeskWSClient. No connection established. Will retry in 1 minute.
This needs to be fix from the server side due to either firewall or network issue since the url was accessible from outside the SOI Manager server.