Connection from Service Desk Manager to Process Automation fails with an error "Unknown error occurred: null"

book

Article ID: 36169

calendar_today

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

Issue:

Service Desk Manager (SDM) may be unable to establish a connection to Process Automation (ITPAM), an error like this may be seen:

There is a problem accessing CA IT PAM Workflow please try again or contact the administrator Unknown error occurred: null

 

Environment:

Behavior may be environment independent

 

Cause:

This issue could be caused by having an additional installation of Java on the SDM server, outside of the one used by SDM. 

 

Workaround:

Firstly confirm if there is, in fact, another instance of Java on the server. One method of doing this is to open a command prompt on the server and run the command:

Java -version

By default, even with Service Desk installed, this command should fail. If it does return a Java version, then validate what the version is.

Secondly, confirm if Java is actually needed on the server. As mentioned SDM does not need an additional install of Java, as it will use the one referenced in the NX.env file's value:

@NX_JRE_INSTALL_DIR

If Java is not actually needed for anything else, you may want remove it completely. If there is some specific reason for having an installation of Java, you should consider using the same version of Java that is used for SDM to avoid potential conflicts.

Environment

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