SDM -Process Automation Connection Error after updating PAM Server SSL Certs

Products

• CA Service Management - Service Desk Manager
• CA Service Desk Manager
• CA Process Automation Base
• Process Automation Manager

Issue/Introduction

After updating PAM Server SSL Ceritificates, SDM lost connection to ITPAM and throwing the below error.

There is a problem accessing CA IT PAM Workflow - please try again or contact the administrator. Details: ; nested exception is: java.net.SocketException: java.security.NoSuchAlgorithmException: Error constructing implementation (algorithm: Default, provider: SunJSSE, class: sun.security.ssl.SSLContextImpl$DefaultSSLContext)

 

Import the new SSL Certicates to SDM using the below command and updated the nx.keystore but still throwing the same error.

 

pdm_perl.exe pdm_keystore_mgr.pl -import itpam.cer

Environment

Release : 17.3 and above

Component : SDM - PAM

Resolution

Follow these steps

1. run -delete option of pdm_perl.exe pdm_keystore_mgr.pl to delete the old certificate and the newly imported certificate in Service Desk keystore
   
   Run the following command on the SDM Server admin command prompt:
   

   nxcd bin

   
   
   
2. Run the following command:
   

   pdm_perl.exe pdm_keystore_mgr.pl -delete itpam

   
   Note:  you may need to run this command first to verify the contents of the NX_ROOT\pdmconf\nx.keystore, where the PAM certificate would be contained
   

   pdm_perl.exe pdm_keystore_mgr.pl -list

   
   
   
3. Run  pdm_perl.exe pdm_keystore_mgr.pl -import itpam.cer to import the new certificate to keystore
   
   Obtain the itpam.cer from the PAM Server (please see Integrate CA Service Desk Manager with CA Process Automation Manually to review how to obtain the itpam.cer)
   
   Copy the itpam.cer file from the PAM Server to the SDM Server's NX_ROOT\bin folder
   
   Run the following command:
   

   pdm_perl.exe pdm_keystore_mgr.pl -import itpam.cer

   
   
   
4. Restart Service Desk 

Additional Information

Please review Common Causes of SDM-PAM Integration Issues for additional insight behind integration problems with SDM and PAM.