ITPAM tasks are not being loaded in XFlow

book

Article ID: 223117

calendar_today

Updated On:

Products

CA Service Management - Service Desk Manager CA Service Desk Manager

Issue/Introduction

XFlow is not loading ITPAM tasks in the user interface.

incidentMS.log shows the following error message:

ERROR - 2021-09-01 08:42:00 [controllers.ITPAMWorkflowController] - Failed to fetch the ITPAM tasks for user: EC3322852F94AA48A3C3138ADE1A07BF
com.ca.casm.exception.CasmBaseException: ReceiveTimeout

Environment

CA Service Management 17.2 and higher.

Resolution

The error message clearly indicates an issue with the Service and IT Process Automation integration.

It is important to review this integration and visualize IT Process Automation flows in Service Desk. It means the integration is properly configured. It is also important to make sure there is connectivity between Service Desk and IT Process Automation, and finally, make sure IT Process Automation is up and running.