The CA Service Desk Manager (SDM) and Process Automation (ITPAM) integration may fail when PAM is not available, and then the existent action macro may fail to run

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Article ID: 35439

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Updated On:

Products

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

Issue/Introduction

Problem: 

 
When hitting the following scenario:
 
The integration between SDM and PAM is done via Action Macro that starts the PAM workflow.
When editing the Action Macro to check the connectivity with ITPAM, the following error may be seen:
 
Error invoking class: com.ca.ServicePlus.pdm_rpc.ItpamWorkflow
 
And in SDM, the event that starts the action appears as Unknown.
 
 
This has been identified as a known problem in SDM:
 
USRD 2699: WIN-ITPAM WORKFLOWS ATTACHED TO TICKETS FAILS TO
 
"In an ITPAM and Service Desk Manager Integrated Environment,
the ITPAM workflows attached to tickets may fail to trigger when
the ITPAM server is down."
 
 

 

Environment: 

 
This problem has been fixed in SDM 12.6, 12.7, 12.9 and 14.1.
For R14.1, no fix installation is required. 
For other releases you may apply a Cumulative Fix pack or Test Fix. 
Refer to the Additional Information section for more details.

 

 

Resolution:

 
The solution for this problem consists of the following:
 
1. A new NX variable 'NX_CHECK_ITPAM_SERVER_STATUS' is introduced which,
when set to some value 'x' seconds greater than 0, checks whether ITPAM is up and running for every 'x' seconds. But when set to zero, it will not check for the status of TPAM server.
 
2. Fire time of failed events of ITPAM workflows set to future time.
 
 
As the solution for this problem has been already incorporated to the SDM R14.1 code, it is necessary only to apply the following steps:
 
a. This correction introduces a new optional NX variable, @NX_CHECK_ITPAM_SERVER_STATUS .
    If this variable is set to '60’, it will check for the status of ITPAM server for every 60 sec.
    If it is set to ‘0’ , it will not check for the status of ITPAM server. 

b. This option can be installed by running the following command from the Command Prompt on the Primary server machine: 

" pdm_options_mgr -c -s CHECK_ITPAM_SERVER_STATUS -v 60 -a pdm_option.inst

c. To avoid losing the change when you run pdm_configure, please run the above command with the '-t' flag as follows: 

" pdm_options_mgr -c -s CHECK_ITPAM_SERVER_STATUS -v 60 -a pdm_option.inst -t

Note: 
For each Service Desk server you have configured in Advanced availability, please manually add or update the NX variable 
above in each Service Desk server machine within its NX.env file located under $NX_ROOT directory. 
A Service Desk product recycle is normally needed for the new NX variable to take effect. 
 

 

Additional Information:  

 
For SDM 12.9, this fix is already part of the Cumulative Fix 1 pack and the steps above should apply if you have it installed.
For SDM 12.7 and 12.6, a case should be opened with CA Support to request the Test Fix to be provided.
 

Environment

Release: SDMU0M99000-14.1-Service Desk Manager-Full License
Component: