Service Point - Data object report/query not working

[Dariel Cisneros]

Service Point - Data object-report/query not working

 

Plug-ins/report queries works fine in CA Service Catalog forms but not in CA Service Point

Service Point loads offerings and forms, but the Plugin-in/report used such as Locations/contacts/etc to be populated into a dropdown field will not work

 

it successfully load the form and I can use any fields (free text boxes, fixed dropdowns, checkboxes, etc) but, when I try to utilize a field linked to a Plug-in/report query it shows the spinning Loading gif and never ends

[Neimar Augusto Garcia Mejia]

Good afternoon,

 

I'm having a similar issue right now. Did you manage to fix it?

 

Best regards,

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[Srinath Samudrala]

Hi Neimar,

Can you check if Service Point url value is updated in Web.xml (CORS Filter) of CA Service Catalog? This is a mandatory step to allow/trust Service Point by CA Service Catalog application.

Regards,

Srinath

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[Pablo Oyarzo]

Hi Dariel and Neimar, 

It's more than likely that the cors.allowed.origins tag under web.xml located in USM_HOME%\view\webapps\usm\WEB-INF has not been configured.

Please implement the steps noted in the following link:

https://techdocs.broadcom.com/us/en/ca-enterprise-software/business-management/ca-service-management/17-4/installing/post-installation-tasks/ca-service-catalog-post-installation-tasks/after-installing-ca-service-catalog-17-4-on-7-3-0-1-or-later-versions.html

If the issue remains in an SSL environment, add the CookieProcessor to the server.xml of the Catalog installation. Steps noted in the following link under "In SSL":

https://techdocs.broadcom.com/us/en/ca-enterprise-software/business-management/ca-service-management/17-4/troubleshooting1/troubleshooting-service-point/Chrome-Browser-shows-errors-in-Service-Point-with-NTLM.html

If the issue remains, please check if any error is logged in the F12 Console tab when replicating the issue.

Hope this helps!

Regards, 

Pablo

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[Neimar Augusto Garcia Mejia]

Hi Pablo,

 

I've already run the two documents you mentioned, but the error persists.

The second article mentions a load balancer; I'm not sure what that means.

 

My Cors configuration is correct, so I can see the offers.

 

Regards,

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[Pablo Oyarzo]

Thanks, Neimar.

These are the steps from the second link:

Enable SSL for CA Service Management solution products. For more information on how to configure SSL using the SSL Configurator Utility, see SSL Configurator Utility.
Ensure that you have installed CA Service Management 17.3.0.1 and above in your environment.
Add the following lines under the 'context' element of server.xml file in USM_HOME/view/conf:

   <CookieProcessor sameSiteCookies="none" />
        
        
For example:

 <Context path="/usm" docBase="\Program Files\CA\Service Catalog\view\webapps\usm" debug="0" reloadable="false" ><CookieProcessor sameSiteCookies="none" />
<Manager pathname="" />
 <Loader delegate="true" />
</Context>         
        
Restart CA Service Catalog services.

LB is not required for this scenario, only SSL configuration for Service Point, Catalog, and SDM.

If the issue remains, please check if any error is logged in the F12 Console tab when replicating the issue. Attach a screenshot with the error(s) if any.

Regards, 

Pablo

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[Neimar Augusto Garcia Mejia]

Hi Pablo,

 

This client has the entire solution on an unsecured port.

It has SP, Catalog, and SDM on HTTP.

 

Regards,

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[Pablo Oyarzo]

Thanks, Neimar.

Is any error logged in the F12 Console tab when the issue is replicated? Attach a screenshot with the error(s).

If no error, please submit a case for further analysis.

Regards, 

Pablo

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[Neimar Augusto Garcia Mejia]

Hi Pablo,

 

I'm sharing two screenshots showing the error message.

 

Thank you.

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[Seetharamaiah Uggirala]

Hi Nemier,

Good morning.

 

Please follow these steps to resolve the issue:

1. Update the Service Point URL in the web.xml(i.e.,%USM_HOME%\view\webapps\usm\WEB-INF) file within the service catalog and then restart the services.

2. Could you please confirm if your environment is SSL enabled?

• For SSL environments: Refer to the steps in the provided Confluence page.

• For Non-SSL environments: Enable the Load Balancer and follow the instructions on the Confluence page: https://techdocs.broadcom.com/us/en/ca-enterprise-software/business-management/ca-service-management/17-4/troubleshooting1/troubleshooting-service-point/Chrome-Browser-shows-errors-in-Service-Point-with-NTLM.html

As an alternative, please try accessing the same URL in the Firefox browser to check if the data renders correctly in Service Point.

Thanks,

Seetharam

[Patrick_Price_10294]

We have been struggling with this same issue on Service Point for a long time.

Yesterday we tested the data object drop-down issue on all the available browsers - Edge, Chrome, Brave, Opera and Firefox. All of the browsers experience the same issue that when you select a dropdown on a field that is populated by a report data object query we get the spinning Loading gif which never ends.

The only browser that actually works and populates the fields is Firefox.  We, however, cannot expect all 20,000 users to switch to Firefox for this one issue.

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[Seetharamaiah Uggirala]

Thank you, patrick for confirming that it works in Firefox.

 

The application is not rendering in other browsers due to browser limitations. To resolve this, please enable SSL for the existing environment or configure a load balancer, as previously mentioned.

Thanks,

Seetharam

[Eugene Pretorius]

Hi Team, is Broadcom seriously suggesting that we ask our customer to move to SSL or add a Load Balancer because the ServiceDesk ServicePoint Application does not work properly with a industry standard browser. My customer will not be happy with that proposal. I suggest we find the root cause of the problem in the ServicePoint application.

Regards

Eugene Pretorius

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[Patrick_Price_10294]

I agree with Eugene's sentiment. Maybe this issue should be escalated to product management.

Regards, 

Patrick

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[Srinath Samudrala]

Hi Patrick,

Thanks for the update.

Regarding the hosting of Service Catalog and Service Point, no additional application-side changes are required if they are on a single machine.

However, if they are installed on two different machines, it is necessary to enable SSL to secure communication for both content and cookies, as they are cross-domain. This measure aligns with the new security standards implemented by Chromium-based browsers, starting from version 80, to enhance application security.

Should you have any further questions, I would be pleased to discuss them via a call or a support case.

Regards,

Srinath

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[Patrick_Price_10294]

Thank you Srinath.

We are moving Service Point to the Catalog server and will report our findings.

Kind regards,

Patrick

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[Patrick_Price_10294]

Hello Srinath,

We have finally resolved the issues of the report data object query in the Service Point forms.  We installed a SD secondary server with XFlow and Service Point on the Service Catalog server. There was some contention with ports, but after that was resolved the field selections started working.

Regards, Patrick

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[Pablo Oyarzo]

Thanks for the update, Neimar.

I think at this point it's necessary to review your environment configuration to determine the next steps. The issue is related to the cross-domain cookie, but we would need to check the configurations in SP, Catalog, and the browser.

Please submit a case to work on this issue. In that case, please reference this community thread.

Regards, 

Pablo

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