DX UIM - SDM Validation failed error
Article ID: 73055
Updated On:
Products
Issue/Introduction
When integrating CA UIM and CA ServiceDesk Manager, the Validation fails from the sdgtw probe Connection Details Page.
Environment
- CA UIM (DXIM) - 8.51, 9.x, 20.x,20.4.x
- CA ServiceDesk Manager - 14.x, 17.x
- sdgtw probe - 1.40 and above
- SOAP Protocol - http
- REST Protocol - http
- SOAP Port - 8080
- REST Port - 8050
Cause
The probable causes would normally be:
- Incorrect information provided in the Connection Details Page
- Issues in Communication between UIM hub and the CA ServiceDesk Manager Server
Described in more detail below.
Resolution
Step 1:
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Ensure the CA Service Desk Manager administrator user is able to successfully login on to the Service Desk Portal from below Web Address (use http or https in accordance with how this has been implemented in your environment):
http://<IP-Address(or)Hostname-of-ServiceDeskManager>:<SOAP_PORT_Number>/CAisd/pdmweb.exe
CA ServiceDesk Manager Login Page from the web browser:
CA ServiceDesk Manager Successful login:
Step 2:
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In the CA Service Desk Manager Connection Details page, verify the details provided
Path:
From Admin Console -> Select the end Hub -> Robots -> select the end Robot -> select Probes -> click on the three vertical dots ... beside sdgtw like below:
-> Now, click on the configure option:
-> In the Probe Configuration Window -> under sdgtw -> Available Service Desks -> CA Service Desk Manager -> CA Service Desk Manager Connection Details page
-> Verify the information provided is correct, you may want to special attention to the SOAP and REST Protocol and Port numbers.
Step 3:
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In the sdgtw probe information page, provide the complete path for the nas and the hub probes if remotely installed
Path: Admin Console -> Select the end Hub -> Robots -> select the end Robot -> select Probes -> click on the three vertical dots ... beside sdgtw like below:
-> Now, click on the configure option:
-> In the Probe Configuration Window -> sdgtw
-> Provide the complete path for:
(a) nas probe - format for nas probe: /<Domain-Name>/<Hub-Name>/<Robot-Name>/nas
(b) hub probe - format for hub probe: /<Domain-Name>/<Hub-Name>/<Robot-Name>/hub
Step 4:
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Verify ports are not blocked.
From the UIM Robot where the probe sdgtw is deployed, do a "telnet" to the Service Desk Manager Server through the “SOAP” and “REST” ports as below:
(a) To telnet to the SOAP Port:
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To telnet to the SOAP Port, run the below command:
telnet <IP-Address(or)Hostname-of-ServiceDeskManager> <SOAP Port Number>
If the port is open, then upon running the above command, you would see a new blank screen similar to below which would mean the connection to the SOAP Port is fine:
If the port is blocked, then upon running the above command, you would see "Connect failed message" similar to below which would mean there are communication issues, probably, the SOAP Port is blocked and you may need to involve the Systems Admin to get the Port Opened:
(b) To telnet to the REST Port:
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To telnet to the REST Port, run the below command:
telnet <IP-Address(or)Hostname-of-ServiceDeskManager> <REST Port Number>
If the port is open, then upon running the above command, you would see a new blank screen similar to below which would mean the connection to the REST Port is fine:
If the port is blocked, then upon running the above command, you would see "Connect failed message" similar to below which would mean there are communication issues, probably, the REST Port is blocked and you may need to involve the Systems Admin to get the Port Opened:
Step 5:
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The SOAP Connectivity does not happen
To test SOAP Connectivity, from the web browser, type the following (use http or https in accordance with how this has been implemented in your environment) from the UIM Robot where the probe sdgtw is deployed and ServiceDesk Manager Servers:
http://<IP-Address(or)Hostname-of-ServiceDeskManager>:<SOAP_PORT_Number>/axis/services/USD_R11_WebService?wsdl
If you see the output similar to below, the SOAP communication is fine:
If you see the output similar to below, the SOAP communication is not working and you would need to involve your CA Service Desk Administrator:
Step 6:
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The REST Connectivity does not happen
To test REST Connectivity, from the web browser, type the following (use http or https in accordance with how this has been implemented in your environment) from the UIM Robot where the probe sdgtw is deployed and ServiceDesk Manager Servers:
http://<IP-Address(or)Hostname-of-ServiceDeskManager>:8050/caisd-rest/rest_access
If you see the output similar to below, the REST communication is fine:
If you see the output similar to below, the REST communication is not fine and you would need to involve your CA ServiceDesk Administrator:
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There could be other reasons as well as explained in other technical documents:
a) Technical Document on "UIM SDM integration - validation failed", to view please click here
b) Technical Document on "Unable to validate cloned Service Desk Manager (SDM) connection (sdgtw probe)", to view please click here
Step 8
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Please use these two documents to confirm if CA service desk webservices are working .You can check this on same server where sdgtw probe is installed
a) SOAP : SOAP webservice
You may test till section session id creation for confirmation i.e Step 1, 2 and 3
2) For Rest calls sdgtw uses Authorization of type Basic Auth so need to ensure this is working using postman as per below KB
RestAPI : RestAPI webservice
Note :Other types of Authorization using below link might be working but will not help for sdgtw integration with CA service desk as sdgtw Nim component for CASDGTW uses basic authentication for rest calls
How to Use the Secret Key Authentication with REST API?
Additional Information
It would be worth rechecking you are on supported platform and all the pre-requisites have been met, for further information please click here
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