CA SDM and CA Service Catalog ticket status synch is not working after the upgrade

Products

• CA Service Catalog

Issue/Introduction

In SC, closing or canceling a source request or incident will automatically close or cancel the corresponding SDM request. Canceling or closing a request within the SDM application is designed to trigger the corresponding action (completion or cancellation) on the associated SC ticket. The ticket status remains "open" in the Service Catalog app after it is resolved or closed in CASM. This function stopped working after the upgrade.

Environment

Release: 17.4.2 +

Components: CA Service Catalog

Resolution

Migration from AXIS WS to CXF WS in CA Service Catalog requires that casc_endpoint updated to <http[s]://hostname:port/usm/webservices”> from <http[s]://hostname:port/usm/services> in CA Service Desk Manager.

Additional Information

See also KB Article 112028 which discuses other reasons why ticket status is not updated in Service Catalog