Service Desk is successfully integrated with CA Desktop and Server Management (DSM) but the Common Asset Viewer fails to open.

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
• CA Service Desk Manager
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

Description:

When launching the Common Asset Viewer to view a Configuration Item created by DSM from the Service Desk Configuration Item Detail screen, the following error is displayed and the Common Asset Viewer fails to open:

Error: An invalid URL was specified; Login failed for user 'ca_itrm_ams'.

Solution:

Check that the correct password is set for the user named ca_itrm_ams in the AMS.properties file using the following steps:

1. Backup and then open the file named AMS.properties that is located in the folder: $NX_ROOT\bopcfg\www\CATALINA_BASE\webapps\AMS\WEB-INF\classes.
   
   
2. Locate the line:

   dsm_domain_db_password= 

3. Set the value of the dsm_domain_db_password parameter to the correct password for user ca_itrm_ams.
   
   
4. Save the file and restart the Tomcat service as follows:

   pdm_tomcat_nxd -c stoppdm_tomcat_nxd -c start

NOTE: It is recommended that you take a backup of the AMS.properties file prior to making any modifications to it.

Environment

Release:
Component: ARGIS