SOI SDM Help Desk configuration not saved - No error

Products

• CA Service Operations Insight (SOI)

Issue/Introduction

The integration between Service Operations Insight (SOI) and Service Desk Manager (SDM) is experiencing issues where the Help Desk configuration is not being saved in the SOI UI. The test function within the configuration page is not working as expected.

Environment

• SOI Version : 4.3 CU3
• IFW Integration Component : Service Desk Manager (SDM)

Cause

The issue can be caused by an incomplete or incorrect application of the CU3 patch on the SOI environment. This results in version conflicts within the application's binary files, specifically the presence of multiple JAR file versions in the bin folder, which prevents the configuration from saving correctly.

Resolution

Validate the Environment Binaries

1. Navigate to the /bin folder of the SOI installation.
2. Check for the presence of multiple versions of the same JAR files.
3. If multiple versions exist, this confirms the patch was not finalized or executed correctly.

Reinstall the CU3 Patch

1. Perform a clean reinstallation of the SOI 4.3 CU3 patch.
2. Ensure the patching process completes without errors.

Verify Post-Patching State

1. Re-examine the /bin folder to ensure only the correct, single versions of the JAR files are present.
2. Log into the SOI UI Admin dashboard.
3. Attempt to save the Help Desk configuration and perform a test function to confirm the issue is resolved.