OAuth Token is Not Refreshing

Products

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

Issue/Introduction

After upgrading from 17.3 RU20 to RU21, we observed a failure to generate the Oauth access token.

We can configure the mailbox and create an OAuth token successfully on the initial attempt

After 90 minutes or so, the following error is generated

ERROR  [ForkJoinPool-1-worker-3] c.c.S.m.c.JavaMailIMAPClient - [ID:([email protected]),HN:(outlook.office365.com)] -> [IMAPS|993] Failed to connect to the Store.
javax.mail.AuthenticationFailedException: AUTHENTICATE failed.

ERROR  [ForkJoinPool-1-worker-3] c.c.S.m.ConnectSession - Failed to get a fresh access token...can not proceed further....
javax.net.ssl.SSLHandshakeException: PKIX path building failed: sun.security.provider.certpath.SunCertPathBuilderException: unable to find valid certification path to requested target

Environment

CA Service Desk Manager 17.3 and 17.4

Cause

There is an issue with the Keystore 

Resolution

1,  Delete the nx.keystore file from NX_ROOT\pdmconf

2.  Remove the NX_KEYSTORE_REF entry from NX.env file

3.  Restart Service Desk Manager services