Service Desk is not configured

Products

• CA Service Operations Insight (SOI)

Issue/Introduction

SOI 4.0

 

Getting Service Desk is not configured when trying to create ticket.

Environment

Release : 4.0

Component : Service Operations Insight (SOI) Manager

Resolution

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.