auto ticketing stopped working after restart of Nimsoft and Service Desk

Products

• CA Service Desk Manager

Issue/Introduction

CA ServiceDesk 17.2 , NIMSOFT 20.x (PROBE sdgtw  version 2.x)

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 or 17.3
Component: Svc Desk Web Services

Resolution

Confirmed that SDM integration is configured correctly, as per KB Article 73055

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.

Also check the following:

Check the NX.env for the following:

@NX_REST_WEBSERVICE_DISABLE_BASIC_AUTH=No

and it should also be enabled in the Options Manager. 

After verifying this, if changes are required than perform the following after making the appropriate changes.

pdm_tomcat_nxd -c STOP -t REST

pdm_tomcat_nxd  -c START -t REST.