Login to xFlow fails without any errors or stuck in an infinite loading state when using NTLM authentication.

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

End user is trying to login to xFlow.  During the login attempt, the end user will be deposited back into the login page, without any errors presented at the web browser.

In situations where there is NTLM, there may be repeated attempts to login to xFlow, which may look like a screen that is in an infinite loading state

Logging may indicate the following:

incidentMS.log

[c.c.c.a.AuthenticationInterceptor] - Changing role from 10002 to 10005

c.c.c.actor.SdmBoplginMethodActor] - Using domsrvr[domsrvr] for SDM operation from this Actor.

Exception changing role in SDM Server.
java.util.concurrent.ExecutionException: com.ca.casm.exception.CasmBaseException: Failed to change role: change_role failed; cannnot find session with id 2085259469 and userid ID_OF_THE_USER

Environment

Service Management 17.4.*

Service Point

Service Desk Manager 

Resolution

This problem is fixed in release 17.4 RU4.