The creation of tickets via a secondary server does not work but other actions like viewing tickets may work. What could be the cause?

Products

• CA IT Asset Manager
• CA Software Asset Manager (CA SAM)
• ASSET PORTFOLIO MGMT- SERVER
• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• KNOWLEDGE TOOLS
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

Description:

This document describes certain situations that may result in not being able to create new tickets in Service Desk.

Solution:

The creation of tickets via a secondary server does not work but other actions like viewing tickets may work. Some causes may be:

1. 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".
   
   
2. 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.
   
   
3. 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.
   
   
4. 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:

1. 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.
   
   
2. From the $NX_ROOT\samples\pdmconf directory:
   
   
   1. Run: pdm_perl pdm_edit.pl
      
      
   2. Select "Edit Object Servers" and then "Edit WEB engines" to view the lists of object managers and web engines.
      
      
   3. 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.
      
      
   4. 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.

Environment

Release:
Component: ARGIS