CA Service Desk Manager integration with DXO2 is not working.

Products

• DX Operational Observability

Issue/Introduction

When utilizing the bi-directional integration between an on-premises deployment of DX Operational Observability (DXO2) version 26.1 and outdated CA Service Desk Manager (CASDM), you may experience synchronization failures:

• Outbound Sync Works: Alarms raised inside DXO2 are correctly forwarded to CASDM, and new Service Desk (SD) incidents are successfully created.

• Inbound Sync Fails: When an incident is subsequently resolved or closed in CASDM, the status update does not flow back to DXO2. The corresponding alarm remains open.

• Error Logs: Continuous repeating errors are seen in the doi-incidentmanagementpollingengine pod logs as it continuously fails to parse or poll updates from the CASDM instance.

Resolution

To successfully enable bi-directional closing/resolving of alarms, you must upgrade your CA Service Desk Manager instance to a supported version.

1. Upgrade CASDM: Update your CA Service Desk Manager environment to version 17.3 or higher.

2. Restart Polling Service: After upgrading, clear any stale polling hooks by restarting the integration deployment pod:

kubectl rollout restart deployment doi-incidentmanagementpollingengine -n <dxo2-stack-namespace>

For more details refer to documentation.