Helpdesk connector upgrade - not able to restart SOI after helpdesk connector was uninstalled

Products

• CA Service Operations Insight (SOI)

Issue/Introduction

I'm trying to upgrade Helpdesk connector from Version 1.2.1 to 1.2.2.  After I removed the V 1.2.1 from the control panel.  I was not able to restart SOI.  I got Internal 500 error on the SOI admin debug page. And initialization error in the tomcat debug.log file. 

 

HTTP Status 500 - Internal Server Error

 

Environment

Release : 4.2

Resolution

When we uninstall NIM Helpdesk 1.2.1 the SOI Manager cannot startup properly. 

 

In the soimgr-debug.log, we see the following error

java.lang.NoClassDefFoundError: org/jdom/Content

Caused by: java.lang.ClassNotFoundException: org.jdom.Content

 

I trace the problem back to the \tomcat\lib\ folder where the jdom-1.0.jar got removed by the NIM uninstallation.

 

Uninstall File:           D:\Program Files\CA\SOI\tomcat\lib\jdom-1.0.jar
                          Status: SUCCESSFUL

 

We copy a backup of this file back to the tomcat\lib folder and now the SOI Manager comes online.

 

The uninstall will be fix in the next NIM Helpdesk