Service Catalog integration with CA Service Desk Manager 17.1 fails
Article ID: 92883
Updated On:
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
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
view.log shows:
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/
Error occurred while trying to connect. Please check your configuration and server availability
view.log shows:
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/
Environment
Service Catalog 14.1 and later
Service Desk Manager 17.1
Service Desk Manager 17.1
Cause
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.
Resolution
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.
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.
Feedback
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