Service Desk Manager(SDM) webhook unable to find valid certification path to requested target

Products

• CA Service Desk Manager
• CA Service Management - Service Desk Manager

Issue/Introduction

We tried to integrate SDM with some third cloud application via webhook similar to 

CA Virtual Analyst Integration with MS Teams

and it failed with the following error message in the SDM-install\log\jstd.log file

09/24 20:52:22.701 [Thread-4] ERROR SdmWebhookProcessor 150 An exception occured processing the rest request: PKIX path building failed: sun.security.provider.certpath.SunCertPathBuilderException: unable to find valid certification path to requested target 

Environment

Service Desk Manager 17.4 and higher

Cause

SDM-install\pdmconf\keystore file misses the certificate of the third party cloud app.

Resolution

Back up the keystore file, nx.keystore,  in SDM-install\pdmconf folder and then run command prompt as administrator and run

cd SDM-install\bin

pdm_perl pdm_keystore_mgr.pl -import cer-filename

where the cer-filename is the certificate file name for the third party cloud application certificate.  You will need to collect this certificate from the third party cloud application beforehand.

Finally restart SDM.

These steps should be performed on the SDM server where you see the error message. For example, an app server in Advanced Availability enfironment.

Additional Information

Logging for Web Services based integrations