Catalog Attachments are not showing in Service Desk ticket.
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Catalog Attachments are not showing in Service Desk ticket.


Article ID: 249232


Updated On:


CA Service Management - Service Desk Manager CA Service Desk Manager


Catalog/SDM Attachment sync is not working.  Users are adding attachments in Catalog through Service Point with a comment. The Service Desk Manager ticket does not have the attachment.


Release : 17.3

Component : SDM - xFlow


The PAM process that is responsible for transferring the attachments lacks the correct SDM Web Services parameters.


With regards to PAM functionality, the c2o.log will have references to "CreateSDMAttmnt" and related "CreateSLCMAttachmentLinkInSDM"

20XX-01-01 00:00:04,371 INFO  [com.optinuity.c2o.persistence.DatabaseManager] [112.107-8080-11] DatabaseManager.validatePermissionDocument: Validating permissions for user: xxxxxxxxx xxxxxxxxx on: CreateSDMAttmnt permission: COMMAND_LIST

20XX-01-01 00:00:04,418 INFO  [com.optinuity.c2o.workflowengine.C2oWorkFlowEngine] [10-0e41907c790e] Loading Workflow with path: / Custom Operators / CA SLCM / CreateSLCMAttachmentLinkInSDM

There will also be logging in c2o.log that indicates:

20XX-01-01 00:00:06,684 INFO  [com.optinuity.c2o.service.serviceoperation.soapserviceoperation.SoapClientCallServiceOperationRunner] [###############] Service SoapClientCallServiceOperation call to URL[http://<servername>:80/axis/services/USD_R11_WebService]; Method[impersonate] failed. Error: com.sun.xml.messaging.saaj.SOAPExceptionImpl: Bad response: (404Not Found

Examine the variables in PAM, including the PAM SDM_GlobalDataset variable. Within SoapCallPaths, the SDM_URL only had port 80 set. This should be port 8080.

Then check the PAM SLCM_GlobalDataset variable. Within APP URLs CHANGE ME, the SDM_URL only had port 80 set too. This should also be port 8080.

With the changes in PAM made, created a test ticket in ServicePoint and attached a note and file to the ticket. Both the note and file synced over to the associated SDM ticket.