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Article ID: 221363

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Updated On:

Products

CA Service Desk Manager

Issue/Introduction

CA ServiceDesk 17.2 , NIMSOFT 8.5.1  and 20.3.3 (PROBE sdgtw  version 2.2)

Sdgtw.log showed the following errors:

ServiceDesk mdr_id :CASDM

In validateIntegration method :url is http://localhost:57840/ca-nim-sm/api/v2/config/integration/CASDM/testConnection

going to call parseResponse ::: URL ::MDR http://localhost:57840/ca-nim-sm/api/v2/config/integration/CASDM/testConnection :: CASDM

responseCode :: [200] response message :: [OK]

Exception in making the connection to MDR:java.lang.NullPointerException

                at com.nimsoft.probe.gateway.sdgtw.SDGtwProbe.initiateAlarmSynchronizer(SDGtwProbe.java:272)

                at com.nimsoft.probe.gateway.sdgtw.SDGtwProbe.initializeAndConfigureNim(SDGtwProbe.java:172)

                at com.nimsoft.probe.gateway.sdgtw.SDGtwProbe.access$000(SDGtwProbe.java:70)

                at com.nimsoft.probe.gateway.sdgtw.SDGtwProbe$1.run(SDGtwProbe.java:132)

                at java.lang.Thread.run(Thread.java:745)

 Done with CASDM

Done with Alarm Synchronization

Queue is NOT SUBSCRIBED as there is no valid Service Desk connection. Please check Service Desk connection details or configure service desk(s)

Nim.log also reports:

ERROR sdm.CASDMWebService: Retry message %s with exception Error invoking web service 'getAccessKey' operation.  Retrying 2/2 ...

ERROR sdm.CASDMWebService: CA SDM method 'getAccessKey' was not successful

ERROR sdm.CASDMProvider: Problem with 'getIncidents';  Printing stack trace if available: null

Environment

Release : 17.2

Component : Svc Desk Web Services

Resolution

Confirmed that SDM integration is configured correctly, as per KB73055. However, the user that connects to SDM had been put in a Data Partition that did not have access to the appropriate info. Correcting this solved the problem.