This document describes certain situations that may result in not being able to create new tickets in Service Desk.
The creation of tickets via a secondary server does not work but other actions like viewing tickets may work. Some causes may be:
- You assigned one or more object managers to a group, but you did not assign web engines to this object manager group.
Notes: You cannot assign the default object manager on the primary server to a group when running "pdm_perl pdm_edit.pl". This is why the problem may manifest itself via the secondary server and not via the primary server.
If you define a web engine and assign it to a object manager name or object manager group name that does not exist, you should instead receive the error message, "AHD04402: Unable to connect to Service Desk system".
- You newly defined or changed the definition of an object manager by running "pdm_perl pdm_edit.pl", but you did not follow all of the instructions that were displayed immediately upon saving and exiting from the tool.
- You used "pdm_perl pdm_edit.pl" to make changes, but you did not subsequently run the configuration tool (pdm_configure) or the configuration tool reported an error.
Note: The configuration tool can be started from a command prompt by issuing pdm_configure or via Start->All Programs->CA->Service Desk->Configuration.
- You specified a front-slash character ("/") in a web engine name.
The resolution is to ensure that Service Desk is configured properly with regards to object managers (i.e. domsrvrs) and web engines.
To check your configuration, from a command prompt:
- Issue: pdm_status > pdm_status.txt. Check the pdm_status.txt file for the names of the object managers and web engines that you expect.
- From the $NX_ROOT\samples\pdmconf directory:
- Run: pdm_perl pdm_edit.pl
- Select "Edit Object Servers" and then "Edit WEB engines" to view the lists of object managers and web engines.
- For the object managers, pay particular attention to the values in the Group column. If the group is not set to "none", be sure there is a web engine assigned to the group by checking the Object Managers column in the list of web engines.
- Use "Q" to exit.
For more information about object managers, web engines and pdm_edit, in the "CA Service Desk Manager Administration Guide r12.5 CA SDM", see "Chapter 9: Configuring the Web Interface", especially the section titled "Web Directors and Web Engines Configuration, and in particular, the subsection titled "How to Create a System with Secondary Servers".
Note: Be sure to run the configuration tool (i.e. pdm_configure) on each Service Desk Manager secondary server, as well as the primary server, whenever required, such as after installing cumulative patches.