When testing the connection against Service Desk (SD) in Service Catalog (SC) it fails with PKI enabled
Article ID: 4115
Updated On:
Products
Issue/Introduction
When testing the connection against SD in SC it fails with PKI enabled, without it the connection works without issue.
Symptoms:
Log in SC with an administrator user, example ´spadmin’, for to the administration tab and select the configuration link, under the Options list, select CA Service Desk, in the right pane hit the Test button. The test will show the following message when it fails:
“Error occurred while trying to connect. Please check your configuration and server availability”
The following error should be captured in the log files after the test fails:
ERROR [WR_56513232] [http-bio-8080-exec-23] [CConfiguration] CCONF.TESTCONF.EXCPT
com.ca.usm.webservices.WebserviceException: ..\Program Files\CA\Service Catalog\XXX_Policy.p12 (The system cannot find the file specified)
If PKI is disabled, the integration with SD and USS will not work as it is a requirement.
Environment
Component:
Cause
The cause of this issue can be identified in the error in the log file, the certificate file was not found in the location where is expected to be.
In order to integrate properly SD and SC, the policy code name and keystore file must be in correct and in place in both servers; otherwise if it is used a different file or the name is incorrect the connection will not work.
Resolution
Ensure that the same policy code name and keystore file is placed in SD and SC folders.
The default value for the keystore is: CASM_POLICY.p12 and for the Policy Code: CASM_POLICY
The default location of the certificate files in SC is:
..\CA\Service Catalog\
The default location of the certificate files in SD:
..\CA\Service Desk Manager\
Additional Information
Integrate CA Service Catalog with CA Service Desk Manager Manually
What options are available in the USS Home page if it is integrated with Service Desk Manager or Service Catalog
The information in this article has been included in our product documentation. You can find further details here:
https://docops.ca.com/ca-service-management/17-0/en/troubleshooting/troubleshooting-ca-service-catalog/integration-issues/ca-service-catalog-integration-fails-if-pki-is-enabled
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