CA Business Intelligence (CAB) authentication or connection errors with CA Service Desk Manager (CA SDM)

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

Symptoms

• Scheduled CA Business Intelligence (CABI) reports are not running
• Users are unable to run CABI reports manually
• You see errors in the logs or web UI such as
  • Database Error: {DataDirect][ODBC OpenAccessSDK driver}{OpenAccess SDK SQL engine] AHD04043: the user name or password you entered is not correct
  • Other authentication errors
• You see errors relating to connectivity or not being able to connect

Environment

CA Service Desk Manager 14.1

CA Business Intelligence 4.1

Windows

NOTE:  CABI must be configured to connect to a CA SDM Primary or Application server

Cause

The most common causes of authentication and connectivity issues include:

• Invalid Service Desk credentials being used
• Limited or no network connectivity due to
  • Firewalls or Anti-Virus software
  • Another application using ports required by CABI or the CA SDM ODBC connector (ports 19887 and 19886 by default)
  • Other network issues
• The CA Service Desk ODBC Agent or CA Service Desk ODBC Access services are not running on the CA SDM server that CABI is connecting to

 

Resolution

To isolate the cause of the issue, start by opening Universe Designer (or Designer) on the CABI server

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Open the CABI universe that CA Service Desk is using and then select Connections from the Tools menu

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Double click on the "CA Service Desk" connection to view the details about the connection.  Click "Test Connection" to verify whether CABI can communicate with the CA Service Desk server specified.

<Please see attached file for image>

 If the connection is successful (as seen below), then the troubleshooting steps here will likely not help.

<Please see attached file for image>

If you receive an error related to an invalid username and password, verify that you are using the correct credentials by re-entering them on the connection screen and logging in to the web interface on the CA Service Desk server that CABI is connecting to by using the same credentials.  If the credentials do not allow you to login to the web interface, they probably will not work within CABI either (the exception is if the contact's access type does not allow them to access the web interface).

<Please see attached file for image>

Otherwise, if you receive an error related to being unable to connect, start by checking to make sure that the ODBC services on the CA SDM server are running.  If they are stopped, then start them.  If the services are running, check that you are able to telnet to the ODBC port on the CA SDM server.  If you are not able to telnet to that port, then check your network configuration, firewall and anti-virus software.

As a final step, to make sure that your published CABI universe matches the universe tested (and possibly made changes with), select Export from the File menu in Universe Designer.  This will export any changes that we were made so that they are active.

If you are still experiencing issues, please open a case with CA Support.

Environment

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