I Can not integrate Ca OpenSpace with CA ServiceDesk

[Anon Anon]

Hi, I have the follow situation. SDM r12.9 and Open Space 3.0,  I can configure the data sources correctly but when I try to log in the system can not login in SDM. any idea?

thanks

[Anon Anon]

Hi Walxar,

 

Did you enter userid or email address in username field? You must use emailaddress which is defined for the contact.

 

Thanks,

Naveen

[Anon Anon]

yes, this is the some part of log.

 

10/20 10:28:29.96 netvm-tsdm05   boplgin              7756 ERROR        bplaccess.c           4278 AHD04042:Login failed for userid (wbermude); login timed out

10/20 10:28:33.33 netvm-tsdm05   pdm_rfbroker_nxd     4288 SIGNIFICANT  rfbroker.c             401 Waited 430472 seconds for background online notification.

10/20 10:28:43.33 netvm-tsdm05   pdm_rfbroker_nxd     4288 SIGNIFICANT  rfbroker.c             401 Waited 430482 seconds for background online notification.

10/20 10:28:53.33 netvm-tsdm05   pdm_rfbroker_nxd     4288 SIGNIFICANT  rfbroker.c             401 Waited 430492 seconds for background online notification.

10/20 10:29:03.33 netvm-tsdm05   pdm_rfbroker_nxd     4288 SIGNIFICANT  rfbroker.c             401 Waited 430502 seconds for background online notification.

10/20 10:29:13.33 netvm-tsdm05   pdm_rfbroker_nxd     4288 SIGNIFICANT  rfbroker.c             401 Waited 430512 seconds for background online notification.

10/20 10:29:20.66 netvm-tsdm05   boplgin              7756 ERROR        bplaccess.c           4278 AHD04042:Login failed for userid (wbermude); login timed out

10/20 10:29:23.35 netvm-tsdm05   pdm_rfbroker_nxd     4288 SIGNIFICANT  rfbroker.c             401 Waited 430522 seconds for background online notification.

[Alexander Perretti]

To get further clarification:

 

1. What type of authentication is Service Desk configured for?

2. Are you able to log directly into Service Desk with the same account?

3. What type of authentication is Open Space using? Does the userid match the userid in Service Desk?

4. As Naveen alluded to, is the email address defined for the contact in OpenSpace match the email address defined for the user in Service Desk?

5. Is the data source pointing directly to an App server?

6. Logs have messages that seem to indicate it's taking a long time to get a response from Background server, the Background server is what handles authentication. Can you confirm if there are any connectivity problems between this server and the Background server at this time?

[Anon Anon]

Hi!

 

1. What type of authentication is Service Desk configured for?

EEM Authentication

2. Are you able to log directly into Service Desk with the same account?

Correct

3. What type of authentication is Open Space using? Does the userid match the userid in Service Desk?

in Open Space LDAP authentication. no, in SDM user id is wbermude in res_ table of open Space is 10801 why?

4. As Naveen alluded to, is the email address defined for the contact in OpenSpace match the email address defined for the user in Service Desk?

correct, same email address

5. Is the data source pointing directly to an App server?

correct, and the test conection is ok

6. Logs have messages that seem to indicate it's taking a long time to get a response from Background server, the Background server is what handles authentication. Can you confirm if there are any connectivity problems between this server and the Background server at this time?

if I try to enter service desk from the server allows me entry but from open space or mobile test page I can not enter

10/20 15:31:16.86 Netvm-Tsdm06   web:local            7496 SIGNIFICANT  session.c            10282 Session 1994452548:0G031A6520 login by analyst wbermude

 

I Can not integrate Ca OpenSpace with CA ServiceDesk

 

[Anon Anon]

Hi, yesterday, I restart the services and it works I dont know why, but remains this similar issue.

https://communities.ca.com/message/104003055#104003055

I marked the allow impersonate option but i can not create a request or incident.

 

13:30:50,914 INFO  [RestRequestImpl:1841] Getting User contact from SDM

13:30:51,105 ERROR [ServiceMgmtClientServiceDeskImpl:75] Query returned 0 contacts for email_address = '[e-mail]' whereClause

13:30:51,138 ERROR [ServiceMgmtClientServiceDeskImpl:75] Query returned 0 contacts for userid = '[e-mail]' whereClause

13:30:51,139 ERROR [RestRequestImpl:306] AQUILA User with User name '[e-mail]' does not exist in SDM

13:30:59,202 ERROR [ServiceMgmtClientServiceDeskImpl:75] Query returned 0 contacts for email_address = '[e-mail]' whereClause

13:30:59,283 ERROR [ServiceMgmtClientServiceDeskImpl:75] Query returned 0 contacts for userid = '[e-mail]' whereClause

13:30:59,283 ERROR [RestRequestImpl:306] AQUILA User with User name '[e-mail]' does not exist in SDM

13:30:59,809 ERROR [ServiceMgmtClientServiceDeskImpl:75] Query returned 0 contacts for email_address = '[e-mail]' whereClause

13:30:59,833 ERROR [ServiceMgmtClientServiceDeskImpl:75] Query returned 0 contacts for userid = '[e-mail]' whereClause

13:30:59,834 ERROR [RestRequestImpl:306] AQUILA User with User name '[e-mail]' does not exist in SDM

[Anon Anon]

3. What type of authentication is Open Space using? Does the userid match the userid in Service Desk?

Edit: the solution was correct email.