Not able to Collaborate with Analysts in xFlow, no error

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Article ID: 76521

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Updated On:

Products

SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service KNOWLEDGE TOOLS

Issue/Introduction

With 17.0 and 17.1 releases, xFlow allows Collaboration between Analysts with in context of xFlow UI. After analysts join the conversation they should be able to converse and collaborate with in the UI.

However some mis-configuration might leave this in a shape where you would not able to Collaborate properly.  Analysts added to the collaboration window show up, but when you type anything in the window the text does not show up.  No errors are received either
 

Analysts added to the collaboration window show up, but when you type anything in the window the text does not show up.  No errors are received either.

C:\Program Files\CA\xFlow\APPS\logs\CollabMS.log file shows errors like this:

INFO - 2018-04-05 06:03:57 [controllers.CollabController] - collabParentActor: Actor[akka://application/user/collabParentActor#-1664811643]
INFO - 2018-04-05 06:03:58 [actors.CollabChildActor] - Out ActorRef in Child: Actor[akka://application/user/StreamSupervisor-0/flow-6-2-actorRefSource#2083997494], message: {"chat":{"type":"login"},"X-AccessToken":"4e26536571cb550a991f3231fbbddc862fc50c46fc3ac5ee2a6ede219b2645ca53cd85910aeb29294c95286aef19a560f0ed3d5e8ade08e6146c2cbdc2afd8fa"}
INFO - 2018-04-05 06:03:58 [actors.CollabChildActor] - onReceive: {"chat":{"type":"login"},"X-AccessToken":"4e26536571cb550a991f3231fbbddc862fc50c46fc3ac5ee2a6ede219b2645ca53cd85910aeb29294c95286aef19a560f0ed3d5e8ade08e6146c2cbdc2afd8fa"}
INFO - 2018-04-05 06:03:58 [actors.CollabChildActor] - AccessToken present in header, let's validate.......
INFO - 2018-04-05 06:03:59 [services.ChatWsService] - startService:{"type":"login"}
INFO - 2018-04-05 06:03:59 [utils.XMPPChatUtil] - Trying to fetch contact object from cache for userid (44B076795E16F544A1A2985475881183)
INFO - 2018-04-05 06:03:59 [utils.XMPPConnectionUtil] - Inside XMPPConnectionUtil constructor, configured servers: null
ERROR - 2018-04-05 06:03:59 [services.ChatWsService] - Failed to process the message. Cause: 
java.lang.NullPointerException: null
    at utils.XMPPConnectionUtil.<init>(XMPPConnectionUtil.java:84)
    at utils.XMPPConnectionUtil.getInstance(XMPPConnectionUtil.java:159)
    at modules.XmppUserChatClient.getNewXMPPTCPConnection(XmppUserChatClient.java:255)
    at modules.XmppUserChatClient.connectToXMPPServer(XmppUserChatClient.java:244)
    at modules.XmppUserChatClient.init(XmppUserChatClient.java:288)
ERROR - 2018-04-05 06:03:59 [services.ChatWsService] - Failed to process the action....

 

Environment

Release:
Component: USRD

Resolution

Inside XMPPConnectionUtil constructor, configured servers: null

This is an indication that there is no Collaboration Server name that xFlow can connect to.  To resolve this:

1) Identify the server where you have installed CA Collaboration Server first. 

Note: If you are not sure about this, you can run the installer - select the Service Management  option of the installer - provide database information - and on the next screen you'll see the Current Deployments in the environment.  One of them is the Collaboration Server:

<Please see attached file for image>

User-added image


2) Now we need to use this Collaboration Server name in Service Desk.

3) Login to Service Desk as an Administrator -> Select Administration tab -> xFlow Interface (on the left) -> General ->  and look for a record with Configuration Key =  xmpp.server.name

4) Edit the record and input the Collaboration Server name (from step#2 above) into the Configuration Value field

5) Save the record and restart CA xFlow Analyst Interface service
 

Additional Information

NOTE:  If xmpp.server.name is missing, reach out to CA Support to help you add the record appropriately

Attachments

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