Error 404 when trying to load Service Catalog homepage after upgrading to 17.3

Products

• CA Service Management - Service Desk Manager
• CA Service Catalog

Issue/Introduction

After upgrading CA Service Catalog from 17.1 to 17.3 it does not load.

Error in ServiceCatalog.log:

 INFO: Setting the server's publish address to be /
 ago. 26, 2021 3:17:56 P. M. org.apache.catalina.core.StandardContext listenerStart
 SEVERE: Exception sending context initialized event to listener instance of class [com.ca.usm.system.ContextListener]
 java.lang.NullPointerException
  at com.ca.usm.integration.aso.ASOQueueManager.initialize(ASOQueueManager.java:178)
  at com.ca.usm.integration.aso.ASOQueueListener.applicationStarted(ASOQueueListener.java:18)
  at com.ca.usm.system.ContextListener.contextInitialized(ContextListener.java:96)
  at org.apache.catalina.core.StandardContext.listenerStart(StandardContext.java:4699)
  at org.apache.catalina.core.StandardContext.startInternal(StandardContext.java:5165)
  at org.apache.catalina.util.LifecycleBase.start(LifecycleBase.java:150)
  at org.apache.catalina.core.ContainerBase$StartChild.call(ContainerBase.java:1412)
  at org.apache.catalina.core.ContainerBase$StartChild.call(ContainerBase.java:1402)
  at java.base/java.util.concurrent.FutureTask.run(Unknown Source)
  at java.base/java.util.concurrent.ThreadPoolExecutor.runWorker(Unknown Source)
  at java.base/java.util.concurrent.ThreadPoolExecutor$Worker.run(Unknown Source)
  at java.base/java.lang.Thread.run(Unknown Source)
 
 ago. 26, 2021 3:17:56 P. M. org.apache.catalina.core.StandardContext startInternal
 SEVERE: One or more listeners failed to start. Full details will be found in the appropriate container log file
 ago. 26, 2021 3:17:56 P. M. org.apache.catalina.core.StandardContext startInternal
 SEVERE: Context [/usm] startup failed due to previous errors

Cause

Incomplete upgrade

Environment

Release : 17.3

Component : SDM - Catalog

Resolution

1. Uninstall Service Catalog 17.3 from Control Panel

2. Perform a backup of the database

3. Run the following to the mdb:

delete al_cdb_componentinstallstate where packageid='task.slcm.patch.binaries.17.3'

4. Run the installer and complete the upgrade to 17.3