The CA Process Automation (ITPAM) administration user is unable to login

Products

• CA Service Catalog
• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• KNOWLEDGE TOOLS
• CA Service Management - Service Desk Manager
• CA Process Automation Base

Issue/Introduction

CA Process Automation was recently installed and pointed out to an EEM server which had another ITPAM release installed.

This previous application was removed from EEM prior to installing ITPAM, and had another user (ADMUSER) set as the ITPAM administrator.

Now, customer is unable to login to ITPAM as pamadmin or as admuser.

Cause

As the original ITPAM registered application was removed from EEM, the ITPAM permissions usually set to the administrator (pamadmin or any other user) were removed.

With this, the user is unable to login to ITPAM.

Environment

CA Process Automation r4.2 SP1EEM r12.51EEM configured to AD

Resolution

In order to resolve this, proceed as follows:

1. Logon to EEM in the Process Automation application as EiamAdmin:

<Please see attached file for image>

src="/servlet/servlet.FileDownload?file=0150c000004AK5uAAG" alt="EEM1.jpg" width="878" height="496">

 

2. Click Manage Identities and in the Value field set the name of the user: ADMUSER.
Next, click GO:

<Please see attached file for image>

src="/servlet/servlet.FileDownload?file=0150c000004AK5vAAG" alt="EEM2.jpg" width="868" height="496">

 

3. Click the user. The information about the user is going to be displayed in the right pane.

 

4. Click "Add Application User Details". Note the "Selected User Groups" list is empty.

<Please see attached file for image>

src="/servlet/servlet.FileDownload?file=0150c000004AK5wAAG" alt="EEM3.png" width="1250" height="502">

 

5. Add all available groups to the "Selected User Groups" list and click Save.

<Please see attached file for image>

src="/servlet/servlet.FileDownload?file=0150c000004AK5xAAG" alt="EEM4.png" width="1252" height="602">

 

Now you are going to be able to login to ITPAM as user "admuser".