HTTP PUT Operator is not functioning

Products

• CA Process Automation Base

Issue/Introduction

We are facing HTTP PUT operator issue while using Service Now to integrate with PAM

The following error was also exposed

Error :- IO Error or connection aborted while executing request or processing HTTP response. class java.net.ConnectException. Connection timed out: connect

Environment

Release : 4.3

Cause

c2o.log indicates

 INFO  [com.optinuity.c2o.servicegroup.netutils.HttpGenericOperationsWrapper] [30-5a6cc7815f61] HTTP response content was saved to the dataset, content: {"error":{"message":"Operation Failed","detail":"ACL Exception Update Failed due to security constraints"},"status":"failure"}

 INFO  [com.optinuity.c2o.servicegroup.netutils.HttpGenericOperationsWrapper] [30-5a6cc7815f61] HTTP response status line: HTTP/1.1 403 Forbidden

 ERROR [com.optinuity.c2o.servicegroup.netutils.HttpGenericOperationsWrapper] [30-5a6cc7815f61] HTTP response returned a non-success HTTP code: 403. Reason: Forbidden

 ERROR [com.optinuity.c2o.servicegroup.netutils.HttpGenericOperationsWrapper] [30-5a6cc7815f61] Error while executing request or processing HTTP response.
com.optinuity.c2o.util.C2OException: HTTP response returned a non-success HTTP code: 403. Reason: Forbidden

Resolution

The above is an indicator that the PUT operator being applied as part of the PAM processing was rejected due to activity from the 3rd party component which PAM was sending the PUT operator.  This error may arise when PAM is trying to interface with a 3rd party component, such as BMC Remedy or Service Now, and the REST commands that are being sent from PAM is rejected by the recipient 3rd party component

One must examine the 3rd party component itself to confirm it is operating normally.  Also check if anything else may be actively trying to prevent receipt of REST commands, such as the 3rd party component configuration or environment specific concerns such as a firewall.

Additional Information

A key item in the above is "ACL Exception Update Failed due to security constraints" which has been seen as a configuration issue with products such as Service Now.