ServiceDesk no longer working after Spectrum upgrade.

Products

Network Observability Spectrum

Issue/Introduction

After upgrading to 23.3.7, ServiceDesk was no longer working. When testing the connection in the ServiceDesk configuration page we are seeing the following error:

"Unable to connect to Service Desk web service on server ServiceNow. Check ServiceDesk configuration information."

The catalina.out file with NIM REST debug enabled showed the following error message:

2024-04-03 17:10:39,206 [http-nio-8080-exec-19] WARN com.aprisma.errorlog - NIMRestClient - error java.lang.Exception: <!doctype html><html lang="en"><head><title>HTTP Status 405 – Method Not Allowed</title><style type="text/css">body {font-family:Tahoma,Arial,sans-serif;} h1, h2, h3, b {color:white;background-color:#525D76;} h1 {font-size:22px;} h2 {font-size:16px;} h3 {font-size:14px;} p {font-size:12px;} a {color:black;} .line {height:1px;background-color:#525D76;border:none;}</style></head><body><h1>HTTP Status 405 – Method Not Allowed</h1></body></html>

The NIM.log file showed the following version:

CA-NIM-SM Version: 3.2.0.77

Environment

DX NetOps Spectrum 23.3.7

Cause

The NIM version was not upgraded to 3.3.0.

Resolution

Stop tomcat
- Move NIM folder “ca-nim-sm” from \Spectrum\tomcat\webapps to outside of spectrum
- Restart tomcat
- Now verify NIM version in \Spectrum\tomcat\webapps\ca-nim-sm\nim-version.xml, version should be 3.3.0

Remove the server from the Spectrum ServiceDesk configuration page and add it back.

IMPORTANT:

All custom SNOW Mappings that are accessed at http://localhost/ca-nim-sm/ui/customize.jsp will be cleared when making the above changes.

Please take screenshots of these mappings so they can be re-defined once the NIM Packages are correctly re-deployed