SDM cannot connect to PAM after RU20 upgrade
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SDM cannot connect to PAM after RU20 upgrade


Article ID: 264492


Updated On:


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


The following error appears when trying to load PAM data in SDM:

Error accessing ITPAM Service at: https://<PAM hostname>:8443/itpam/soap?wsdl Failed to access the WSDL at: https://<PAM hostname>:8443/itpam/soap?wsdl. It failed with: No name matching <PAM hostname> found.


Release : 17.3 RU 20 and later


The new SDM Web Service library requires SAN in the PAM certificate 


1. Configure the new certificate in PAM:

In step 4, when creating the new certificate, include the SAN in the certificate. To include the SAN in the keystore/certificate:

keytool -genkey -alias "itpam" -keyalg RSA -keystore "<keystore path>" -ext san=dns:<PAM Server hostname>

By default, the validity of the certificate is 90 days. You can extend the certificate duration this using the -validity <number of days> parameter when creating the certificate.


2. Export the PAM cert and import it into SDM keystore.  Please see KB Article 9538 for details.

Additional Information

The above may be encountered after an upgrade of PAM or SDM releases to a later RU or build.