I am unable to login to the Workflow IDE. I'm getting "invalid user name and password combination".

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:

Problems with the EEM certificate are causing login problems with Workflow IDE.

Solution:

Service Desk 12.1 uses EEM 8.4. The invalid user name and password combination error from Workflow IDE could be a problem with the certificate that workflow installs for EEM.

Start by checking to make sure that the basics are covered.

1. Check Options Manager in Service Desk for the cawf_username. It may be good to re-enter the cawf_password here too.
   
   

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2. Make sure that you can log into EEM using the Service Desk registered application with this same cawf_username and cawf_password.
   
   
3. Once logged into EEM, check the user by clicking Manage Identities. Click Go under the Search Users and then select the cawf_username (in this case ServiceDesk) below:
   
   

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Make sure the user has listed under Selected User Groups the two Workflow groups.

If you have made any changes above, try logging into the Workflow IDE again.

If you got an error clicking on the user in EEM, this may mean that you need a patch for EEM. Open an issue with support to report this problem.

If you did not get an error when you clicked on the user in EEM, confirm that you are not using an external directory in EEM by selecting the Configure tab. Select EEM Server and then on the left select Global Users/Global Groups.

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Confirm that "Store in internal datastore" is checked.

Finally, check the pdm_tomcat_cawf.log file found in the logs directory on the ServiceDesk machine. Check specifically for the following error:

Error: [Authenticate Error: Authentication Failed, Identity Attempted: null]

If the log contains this error and you are not using an external directory in EEM, reinstalling Workflow to reinstall the certificate will correct this problem. To do this, follow these steps:

Version 12.0 or 12.1 and CA Workflow 1.1.5

• Move the pm.xml and wl.xml from under $NX_ROOT\bopcfg\www\CATALINA_BASE_WF\conf\Catalina\localhost to a temporary directory.
  
  
• Delete the $NX_ROOT\bopcfg\www\CATALINA_BASE_WF directory.
  
  
• Verify that there are no custom .jar files under $NX_ROOT\site\Workflow\Client. Easiest way to check is if you have any custom created Java Object actors. If not or you don't know, then the answer is probably no. If you do, save off the jar file(s) and save a copy of the ide.bat file in a temporary directory. If you didn't create the Java Object actor, then don't worry about it.
  
  
• Delete the Workflow directory from $NX_ROOT\site\ - again, process definitions, actors and instance states are maintained in the database, hence the importance of the productkey.
  
  
• Delete the usd_eiam_cert.p12 file from $NX_ROOT/site so that it can get recreated.

Reinstall CA Workflow for Service Desk

Version 12.0 or 12.1 and CA Workflow 1.1.5

• Insert USD 12.x DVD disk 1 and go through an installation of CA Workflow.
  
  
• After the install completes, verify the productkey in the copies of pm.xml and wl.xml (this will be the same key, no need to check both files) that you moved to the temporary directory. Open pm.xml under $NX_ROOT\bopcfg\www\CATALINA_BASE_WF\conf\Catalina\localhost and make sure the product key in the new files here is the same as what is in the copied files. If not, shut down Service Desk, update the files, save, close and restart Service Desk.

Validate the installs by opening the Workflow IDE. For this, just use the ServiceDesk priviledged user for the initial check.

You really want to make sure that if you are using a shortcut for CA Workflow, change the shortcut to point to the ide.bat file and not the ide.exe. Just view the properties of the shortcut and change the .exe to .bat as they reside in the same directory.

If there were any custom java object actors, in order for them to function again you will have to copy the custom jar files back into the $NX_ROOT\site\Workflow\Client directory and modify the ide.bat file to add the jar file(s) to the classpath. Shut down Service Desk before doing this.

Changes to EEM do not require a restart of Service Desk or Tomcat/Workflow.

Environment

Release:
Component: ARGIS