ServicePoint Analyst Chat Initialization Failure with Reverse Proxy or SAML Environment

Products

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

Issue/Introduction

Users attempting to initiate an Analyst chat session in ServicePoint may receive the error message: 'The chat session could not be initialized.' This issue often occurs in ServicePoint environments configured with a reverse proxy or SAML

 

Example :

 

Die Chat-Sitzung konnte nicht initialisiert werden. Wenden Sie sich an den Administrator.

 

 

Translation : 
The chat session could not be initialized. Contact the administrator.

 

 

In F12 Internet Browser console (development tool) we could see following error :

 

The provided URL 'ws://<server_url>/websocket' for PushNotificationsWebSocket is not in proper format.

The provided URL 'ws://<server_url>/collaboration' for CollaborationWebSocket is not in proper format.

Environment

• Service Desk Manager 17.4.5
• xFlow components
• SAML Environment with usage of Microsoft Azure Application gateway
• In xFlow\APPS\Services\incidentmicroservice-17.0.479\public\conf\casm.conf.js following has been configured :

websocket : {
   server : 'wss://<server_url>/websocket'
},
collaboration:{
   server : 'wss://<server_url>/collaboration'
},

Cause

The error is caused by a strict WebSocket URL validation in the main.*.js file that fails when a reverse proxy is present.

Resolution

1. Stop "CA xFlow Analyst Interface" service
   
   
2. In C:\Program Files\CA\xFlow\APPS\Services\incidentmicroservice-17.0.479\public rename the file main.a4f5b8387b2bd2b9.js as main.a4f5b8387b2bd2b9.js.ori
   
   Or file main.12631950a9d63f6b.js
   
   The specific filename for main.*.js can be identified by checking casm.html
   
   
3. Search the string
   
   this.webSocketURLRegEx = new RegExp("wss?://.:[0-9]")
   
   and replace it by
   
   this.webSocketURLRegEx = new RegExp("wss?://.*")
   
   
4. Save the modification 
   
   
5. Start "CA xFlow Analyst Interface" service