Getting Bad Envelope Tag error when clicking on Related Ticket in Service Catalog

Products

• CA Service Catalog

Issue/Introduction

In Service Catalog, when viewing Request Details and clicking on the "Related Ticket", it should open the Service Desk window to that ticket, but displays a blank window instead.  The Service Catalog log file shows:

<date> <time> ERROR [https-jsse-nio-443-exec-3] [CPortal] Error occurred in getSDMClientURL: ; nested exception is:
org.xml.sax.SAXException: Bad envelope tag:  html
com.ca.usm.webservices.WebserviceException: ; nested exception is 
org.xml.sax.SAXException: Bad envelope tag:  html
at com.ca.usm.webservices.ServiceDeskWebserviceManager.login(ServiceDeskWebServiceManager.java:169) ~[common.core.jar:17.3.0.1.144]

 

 

Environment

CA Service Catalog 17.3 and up

Cause

In checking, we found that Catalog sends the request to display the Service Desk-related ticket via REST web services.  In this particular case, that web service request was routed to the Service Desk Load Balancer, which was not routed to the Service Desk server running Tomcat and accepting web service requests.

Resolution

The settings in the Load Balancer were adjusted such that if the request coming in was a REST web service request, it was routed to the appropriate Service Desk server.