Service Desk to ITPAM integration broken
Article ID: 375388
Updated On:
Products
Issue/Introduction
We found that Service Desk can send the request to start the ITPAM process, ITPAM completes the process successfully but is unable to send the response back to Service Desk.
Environment
Service Desk 17.3 and up
Process Automation 4.3.05 and up
Cause
We saw these errors in the c2o.log:
2024-08-05 13:51:23,738 ERROR [com.optinuity.c2o.server.mdb.WorkflowResponseListener] [6c-7f7704fb9a96] Error Rolling Back Transaction, therefore releasing Process and dataset locks
2024-08-05 13:51:24,160 ERROR [com.optinuity.c2o.workflowengine.C2oWorkFlowEngine] [66-7b60cfb8c281] Error While Handling a response. Response is
org.hibernate.ObjectNotFoundException: No row with the given identifier exists: [com.optinuity.c2o.bean.C2ORunTimeInstanceArchive#9356595]
In this particular ITPAM workflow, the response is being sent back to Service Desk as an email notification. After much troubleshooting we learned that the email account being used by Service Desk and ITPAM had been disabled and a new account added.
The error message that repeats continuously in the c2o.log is
2024-08-13 15:05:53,859 ERROR [com.optinuity.c2o.wsd.trigger.smtp.SMTPMailClientService] [ service thread] Unable to open INBOX. Please check the settings:V47 NO Server Unavailable. 15
javax.mail.MessagingException: V47 NO Server Unavailable. 15
Resolution
Reconfigured the ITPAM workflow and mail trigger, and SDM Maileater to use the updated and corrected configuration settings and email account to enable messages to be sent successfully.
Additional Information
Information on configuring ITPAM mail triggers is here: Configure Domain-Level Mail Trigger Properties
Information on configuring Maileater is here: How to Configure the Mailbox to Handle Inbound Emails
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