Some configuration items and relationships are not transferring from Service Desk Manager (SDM) to Service Operations Insight (SOI)

Products

• 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

I have an environment with Service Desk Manager (SDM) integrated with Service Operations Insight (SOI) with the SDM Catalyst Connector. Some CIs and relationships that should pass from SDM into SOI are not being created. I have confirmed that required fields are populated, but it's still inconsistent. 

Environment

Release: SDMU0M99000-14.1-Service Desk Manager-Full License
Component:

Cause

This may occur if the "useServiceFilter" option is enabled in the SDM Catalyst Connector.

The value useServiceFilter, when enabled, is used by the container and SOI to filter out relationships that are not part of any imported services. It may be desirable to include relationships and associated CIs that are not associated to imported services.

Resolution

1. Log into the SOI interface, and review the configuration settings for the SDM Connector. Find the property "useServiceFilter" and set to "false" and Save.

 

2. Log into the server where the SDM Connector is installed and stop the services for the connector.

 

3. Search in the following files for the property. Set the values to "false" if it is present in the file.

 

%INSTALL PATH%\Catalyst\CatalystConnector\connector_registry\topology\physical\%HOSTNAME%_CatalystConnector\modules\configuration\ServiceDeskManagerConnector.conf 

and

%INSTALL PATH%\Catalyst\CatalystConnector\registry\topology\physical\%HOSTNAME%_CatalystConnector\modules\configuration\ServiceDeskManagerConnector.conf 

Edit each file, find 

4. Delete all files inside %INSTALL_PATH%\Catalyst\CatalystConnector\container\registry-cache folder before starting connector services.

 

Changing this value should have minimal impact on the performance of the environment.

Additional Information

Further information on the SDM Catalyst Connector: https://docops.ca.com/ca-service-management/14-1/en/troubleshooting/troubleshooting-ca-service-desk-manager-connector

Further information on SOI: https://docops.ca.com/ca-service-operations-insight/4-2/en