Service Catalog integration with CA Service Desk Manager 17.1 fails
Article ID: 92883
SUPPORT AUTOMATION- SERVERCA Service Desk Manager - Unified Self ServiceCA Service Desk ManagerCA Service Management - Asset Portfolio ManagementCA Service Management - Service Desk Manager
When testing the integration from Service Catalog to Service Desk Manager 17.1, the application fails showing:
Error occurred while trying to connect. Please check your configuration and server availability
TRACE [http-bio-8080-exec-22] [Configuration] In queryConfigurationObjects for domain/groupName : INSTALLED_DEFAULT/servicedesk TRACE [http-bio-8080-exec-22] [AbstractWebserviceManager] WS URL Full Address = http://<service_desk_hostname>:8080/axis/services/USD_R11_WebService TRACE [http-bio-8080-exec-22] [AbstractWebserviceManager] WS Class Name= com.ca.usm.webservices.ServiceDeskWebserviceManager TRACE [http-bio-8080-exec-22] [AbstractWebserviceManager] pki:CASM_POLICY:C:/Program Files/CA/Service Catalog\CASM_POLICY.p12:CASMAdmin:3:15 TRACE [http-bio-8080-exec-22] [ServiceDeskWebserviceManager] begin:loginMethodPki TRACE [http-bio-8080-exec-22] [ServiceDeskWebserviceManager] begin:loginMethodPki-2:http://<service_desk_hostname>:8080/axis/services/USD_R11_WebService
When clicking on Launch, it shows up 404 HTTP error and creates the SDM URL without context. Only http://<service_desk_hostname>:8080/
Service Catalog 14.1 and later Service Desk Manager 17.1
The "Preview Session Can Update Database" option is checked for the user being used as contact proxy in the policy used for the integration between Service Catalog and Service Desk Manager.
1. Take note of the policy being used in the integration from CA Service Catalog: Administration > Configuration > CA Service Desk Manager > See the Policy Code. 2. Log into Service Desk Manager > Administration > SOAP Web Services Policy > Open the policy being used (step above) > Click on the Proxy Contact > Take note of the Access Type 3. Open the Access Type > Go to 2. Web Screen Painter > Un-check "Preview Session Can Update Database" > Save Changes.