CA Service Catalog - Process Automation Integration Failure: java.lang.NoClassDefFoundError in Policy_Approval_Process

Products

• CA Service Catalog

Issue/Introduction

After upgrading CA Service Catalog to version 17.4 RU5 or higher, the Policy_Approval_Process used in CA Process Automation (ITPAM) fails.

When initiated from the Service Catalog, the process status remains "Submitted" and does not trigger assignment policies.

The CA Service Catalog view.log file shows the following Java error:

java.lang.NoClassDefFoundError: org/apache/axis/MessageContext

Environment

CA Service Catalog 17.4 RU5 or higher (including 17.5)
Integrated with CA Process Automation (ITPAM) 4.4

Resolution

Contact Broadcom Support to obtain hotfix T6D9695

Follow the instructions provided in the README file to apply the patch to the CA Service Catalog environment.

After installing the fix, restart the CA Service Catalog services and initiate the Policy_Approval_Process from ITPAM to verify that the error is resolved and the process completes successfully.

Additional Information

Axis-based web services are no longer supported. For any new or custom integrations, please ensure they are migrated to the CXF-based endpoints.

Refer to KB Article 449006 for migration guidance from Axis to CXF.