Service Point Not Getting Data from Search Server/Elastic Search

Products

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

Issue/Introduction

ServicePoint is not communicating with Elastic Search/Search Server.

No data/information contained within Elastic Search (Catalog offerings, tickets, contacts etc.) appear in ServicePoint

ServicePoint UI displays generic "Server Not Available" message

Even after rebuilding the Search Server indices, no data is presented in ServicePoint

After enabling debug in xFlow MicroServices (specifically the Search Micro Service), the following error is seen in the SEARCHMS.LOG (located in Program Files\CA\xFlow\APPS\logs) file while reproducing the issue

[akka.actor.ActorSystemImpl] - Uncaught error from thread [application-akka.actor.default-dispatcher-22]: null, shutting down JVM since 'akka.jvm-exit-on-fatal-error' is enabled for ActorSystem[application]
java.lang.ExceptionInInitializerError: null
    at com.ca.casm.authorization.eem.EiamPermission.getUserGroups(EiamPermission.java:220)
    at com.ca.casm.authorization.catalog.PermissionActor$PermissionChildActor.lambda$createReceive$1(PermissionActor.java:101)
    at akka.japi.pf.UnitCaseStatement.apply(CaseStatements.scala:24)
    at akka.japi.pf.UnitCaseStatement.apply(CaseStatements.scala:20)
    at scala.PartialFunction.applyOrElse(PartialFunction.scala:214)
Caused by: java.lang.NullPointerException: null
    at com.ca.casm.authorization.eem.EiamConnectionManager.getLocaleString(EiamConnectionManager.java:233)
    at com.ca.casm.authorization.eem.EiamConnectionManager.getLocale(EiamConnectionManager.java:240)
    at com.ca.casm.authorization.eem.EiamConnectionManager.<init>(EiamConnectionManager.java:75)
    at com.ca.casm.authorization.eem.EiamConnectionManager.<clinit>(EiamConnectionManager.java:63)
    at com.ca.casm.authorization.eem.EiamPermission.getUserGroups(EiamPermission.java:220)

Environment

CA Service Management 17.4.x

Resolution

The code at line 233 highlighted in the above error is looking for the following entry in the NX.ENV file:

@NX_LEX_LANG=XXXX

where XXXX is language locale used CA Service Desk Manager/xFlow

Please ensure that the following entry is within the NX.ENV files on all the SDM servers in the environment:

@NX_LEX_LANG=en-US

After updating the NX.ENV files, a restart of the SDM service is required for the change to take effect.