Create an event notification, but receive an error: Unable to connect to the workflow server.

Products

• CA IT Asset Manager
• CA Software Asset Manager (CA SAM)
• ASSET PORTFOLIO MGMT- SERVER
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

Trying to create an event in CA Asset Portfolio Management.  The event screen displays the error:  unable to connect to the workflow provider.  
We are using CA Process Automation (PAM) as our workflow provider. 

Environment

CA Asset Portfolio Management (APM) 12.9, 14.x, 17.x any patch level

Resolution

1. Verify that PAM is accessible by launching the PAM URL (without the /soap suffix), and login to PAM with the pamadmin user id and password to verify the login credentials.  If PAM is not available, check that the PAM orchestrator is started.  
   
   
2. On the APM application server, verify that the 'CA Asset Portfolio Management - Event service' is running. 
   
   
3. If PAM is available, and the event service was running, then Stop the 'CA Asset Portfolio Management - Event service' and verify the following: 
   
   
   1. Login to APM as a system administrator, and navigate to Administration -> System Configuration -> Event Service
       
      1. Verify the PAM URL, user id and password are correct.  The URL should contain the proper PAM server name, port number and /soap at the end of the URL.    Example:  http : // MyPAMServerName : 8080 / itpam / soap 
         
         If you make any changes, then an IISRESET is required and this will update an entry in the al_cdb_configurationparameters database table.
         
         
   2. Edit \Program Files (x86)\CA\ITAM\Event Service\CA.Applications.EventService.exe.config, and verify the entries in this section: 
      <Workflow defaultProvider="CA IT Process Automation Manager r4.0/r4.1">
        <providers>
          <add name="CA IT Process Automation Manager r4.0/r4.1" type="CA.Applications.WorkFlowProviders.ITPAM.ITPAMProvider
          CA.Applications.WorkFlowProviders.ITPAM" username="pamadmin" password="9j+xNAQRRtuyitsi2Uw=="
          webservice="http://MyPamServerName:8080/itpam/soap" authType="user" ItpamPath="/" keyWords=""/>
      
      Verify the username, password, and webservice entries.  
      
      To verify the pamadmin encrypted password,
      then the correct encrypted password will be in the al_cdb_configurationparameters database table, where the configkey column = ITPamPassword.  
      Copy the encrypted password from the database into this config file.
      
      Special Note:  
      If you are using APM 14.1, then the <Workflow defaultProvider="CA IT Process Automation Manager r4.0/r4.1"> should read:
          <Workflow defaultProvider="CA IT Process Automation Manager">
      
      
   3. Edit the \Program Files (x86)\CA\ITAM\Web Server\web.config file and also verify the same entries again: 
      
      <Workflow defaultProvider="CA IT Process Automation Manager r4.0/r4.1">
        <providers>
          <add name="CA IT Process Automation Manager r4.0/r4.1" type="CA.Applications.WorkFlowProviders.ITPAM.ITPAMProvider
          CA.Applications.WorkFlowProviders.ITPAM" username="pamadmin" password="9j+xNAQRRtuyitsi2Uw=="
          webservice="http://MyPamServerName:8080/itpam/soap" authType="user" ItpamPath="/" keyWords=""/>
      
      Change the entries in the web.config to match the entries in the eventservice.exe.config file.
      
      Special Note:  
      If you are using APM 14.1, then the <Workflow defaultProvider="CA IT Process Automation Manager r4.0/r4.1"> should read:
      <Workflow defaultProvider="CA IT Process Automation Manager">
      
      
   4. Perform an IISRESET, restart the 'CA Asset Portfolio Management - Event service', and test creating an event. 

Additional Information

In APM 12.9, if you have not imported the APM workflow into PAM, follow the instructions in the APM Implementation Guide, Chapter 6: Integrating with Other Products, section: CA Process Automation Integration for a Notification Process.

In APM 14.1, the APM/PAM integration is automatic during the installation, if PAM was installed prior to installing APM.  

If PAM was installed after APM, or there was an error during the initial installation, then follow these instructions for a manual integration:   
Integrate with Process Automation Notification Process Manually