An error occured in getting the webhook notification dob Unknown name "webhook_notif"

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

When an action macro fires in CA Service Desk Manager(SDM) that runs a process in Process Automation Manager(PAM), nothing happens--there is no entry under the ticket "Event log" tab and there is no process showing in PAM. And the following errors display in SDM stdlog

09/06 00:11:07.33 SDM-server domsrvr                 7596 ERROR        dombase.c              493 Unknown message get_webhook_notify_list received in macro:PDOB:PATTR:OB:MTH:
09/06 00:11:07.33 SDM-server spelsrvr                6400 ERROR        integ.spl              61 An error occured in getting the webhook notification dob Unknown name "webhook_notif"

What could go wrong?

Environment

CA Service Desk Manager 17.4 and higher

PAM 4.3 and higher

Resolution

Most likely connection from SDM to EEM has some issue.

Login to SDM web interface as an administrator, then Administration-->Options Manager-->CA IT PAM Workflow

Make sure user indicated as "caextwf_ws_user" with its password can login to the EEM web page indicated in "caextwf_eem_hostname" 

https://caextwf_eem_hostname-value:5250/spin/eiam/eiam.csp

If not, you would need to work on EEM side and see why it can't login. For example, if EEM use LDAP user repository and if this user id is locked.

If the user id can login to the EEM web page, please contact Broadcom Support via a new support case

Additional Information

How to enable logging to capture the calls sent to Embedded Entitlements Manager (EEM)

Also if the ITPAM options in Service Desk Manager mess up(for example, some options are not synced between background server and app servers due to some manual activities), this issue will happen and in that case, one would need to reinstall all the options with right values and restart Service Desk manager.