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Non Prod service now integration with SOI not working

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Article ID: 252485

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Updated On:

Products

CA Service Operations Insight (SOI)

Issue/Introduction

The NIM Helpdesk integration with ServiceNow is not working properly.
When clicking the test button to test the integration, nothing returns.  It usually takes a few minutes before an unsuccessful message is return.

Environment

Release : 4.2

Resolution

Customer edit the \CA\SOI\tomcat\lib\resources\helpdesk.properties and had a user (in SOI_REST_USERID) for the UI connection that was not part of any SOI group resulting in the problem.
Once we added this user to a group in SOI and restarted the SOI Manager and UI, the integration started working.