When Running pdm_ldap_sync, following error is received: "Method 'got_ldap_domset' in Contact_Object failed (Server Down)"

Products

• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

PDM_LDAP_SYNC does not work.

Following error is received:

C:\Users\Administrator>pdm_ldap_sync -l "userid=?"
pdm_ldap_sync: Starting...
pdm_ldap_sync: LDAP where clause = "userid=?"
pdm_ldap_sync: Contact where clause = userid NOT LIKE '%\%' AND userid NOT LIKE '%@%'"
pdm_ldap_sync: Method 'got_ldap_domset' in Contact_Object failed (Server Down)

Environment

CA Service Management 17.X.

Cause

The LDAP Server configured in CA SDM Administration > Options Manager > LDAP is down/unreachable.

Resolution

1.  Log into CA SDM as an Administrator and navigate to Administration -> Options Manager -> LDAP

2.  Ensure the ldap_hostname and ldap_port number are correct

3.  Ensure that from the CA SDM server, you are able to ping the LDAP server by both host and IP address.  Open a command prompt and type: ping <LDAP Server Name>

4.  If no communication issues are discovered, check with the LDAP Administrator if there are any policies that could be prohibiting the CA SDM server from communicating with the LDAP server. 

Additional Information

pdm_ldap_sync syntax

https://techdocs.broadcom.com/us/en/ca-enterprise-software/business-management/ca-service-management/17-3/administering/configure-ca-service-desk-manager/configuring-user-accounts/create-contacts-in-batch-mode-using-ldap-data.html