The integration to a helpdesk system is failing in Autosys 12.1.01

Products

• Autosys Workload Automation

Issue/Introduction

After upgrading to 12.1.01, we are unable to get the new helpdesk integration working.
When we do a test, we see the following in the Autosys even_demon log.
 [08/13/2025 10:02:31]      CAUAJM_I_61015 Help desk request pending for JOB: <JOB_NAME>: 1172739.1 STATUS: FAILURE
[08/13/2025 10:02:32]      CAUAJM_E_61013 Help desk request failed. Detail information <SSL connect error>.
[08/13/2025 10:02:32]      CAUAJM_E_20229 An unrecoverable error has occurred or the maximum number of allowable errors has been exceeded. Help desk integration is disabled
[08/13/2025 10:02:32]      CAUAJM_E_61016 Help desk request failed for JOB: <JOB_NAME>: 1172739.1 STATUS: FAILURE
[08/13/2025 10:02:32]      <Failed to create help desk ticket. Reason: SSL connect error>

Environment

AutoSys 12.X 24.X

Cause

The helpdesk instance requires SSL Client Side Authentication

Resolution

AutoSys 12.1.01, 24.0.0, and 24.0.1 do not support SSL client-side authentication in the native integration

In Autosys 24.X, a custom script is available that can be used to make CURL command calls.
Instructions for Help Desk Script Creation

Example command from the documentation 

my $curl="curl -k -s --retry $retries --retry-delay $retry_interval";
$pid = "$$";
# Extract the username and password
my ($username, $password) = split('/', $access);

# Encode the credentials in Base64
my $credentials = encode_base64("$username:$password", '');

my $contenttype = "application/json";
my $authorization = "Basic ".$credentials;
my $accept = "application/json";

Note:
The above command does not show an example of using SSL Client Side Authentication

Additional Information

Client certificates

To use curl for mTLS, you need to have a client.cert, client.key, and ca.crt.  
Then use them with the following curl arguments.

curl --cert client.crt \
     --key client.key \
     --cacert ca.crt \
     https://your-mtls-enabled-server.com/your-endpoint

Explanation of the options:
--cert client.crt: Tells curl to use client.crt as the client's certificate for authentication.
--key client.key: Tells curl to use client.key as the private key associated with the client certificate.
--cacert ca.crt: Tells curl to trust ca.crt when verifying the server's certificate. This is crucial for server authentication.