Unable to integrate ca servicedesk manager 17.2 to UIM 8.5.1 usinh sdgtw 2.2

[ca support]

Dear Team,

anyone already integrated CA SDM 17.2 to UIM 8.5.1(SDGTW).kindly help on this.

I have attached logs for your reference.

Regards,
[e-mail].

Attachment(s)

sdgtwlog.docx   29 KB 1 version

stdlog1.docx   210 KB 1 version

[Kathy Maguire]

This is a known defect when you configure a CA SDM sdgtw profile against a CA SDM system that is not using multi tenancy.  A defect is currently opened for this.

I suggest you open a support case so that you can get the sdgtw fix when development makes it available.

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Kathy Maguire
Technical Support Engineer 4
Broadcom
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[ca support]

Hi,

we disabled multi tenancy after that also we are unable to integrate.

Note:connection was successful.
Note:we received response from UIM in SDM17.2

could you please suggest and help on this.

Regards,
[e-mail]

[ca support]

For your information  i have attached error and uim screenshot.

10/25 17:06:11.01 SMR-CASDM      domsrvr              8972 ERROR        domset.c              2850 Attribute tenant.name not found in nr:PDOB:PATTR:OB:MTH:

10/25 17:06:11.06 SMR-CASDM      domsrvr              8972 ERROR        where.y                908 Parse error at : "name='' and tenant.name=''" (Attr not found or not atomic)

10/25 17:06:11.09 SMR-CASDM      spelsrvr             7124 ERROR        api.spl                178 Error fetching: AHD03053:Bad where clause: Parse error at : "name='' and tenant.name=''" (Attr not found or not atomic)

10/25 17:06:15.37 SMR-CASDM      domsrvr              8972 ERROR        domset.c              2850 Attribute tenant.name not found in nr:PDOB:PATTR:OB:MTH:

10/25 17:06:15.42 SMR-CASDM      domsrvr              8972 ERROR        where.y                908 Parse error at : "name='' and tenant.name=''" (Attr not found or not atomic)

10/25 17:06:15.45 SMR-CASDM      spelsrvr             7124 ERROR        api.spl                178 Error fetching: AHD03053:Bad where clause: Parse error at : "name='' and tenant.name=''" (Attr not found or not atomic)

10/25 17:06:17.53 SMR-CASDM      domsrvr              8972 ERROR        domset.c              2850 Attribute tenant.name not found in nr:PDOB:PATTR:OB:MTH:

10/25 17:06:17.54 SMR-CASDM      domsrvr              8972 ERROR        where.y                908 Parse error at : "name='' and tenant.name=''" (Attr not found or not atomic)

10/25 17:06:17.56 SMR-CASDM      spelsrvr             7124 ERROR        api.spl                178 Error fetching: AHD03053:Bad where clause: Parse error at : "name='' and tenant.name=''" (Attr not found or not atomic)

10/25 17:06:21.78 SMR-CASDM      domsrvr              8972 ERROR        domset.c              2850 Attribute tenant.name not found in nr:PDOB:PATTR:OB:MTH:

10/25 17:06:21.81 SMR-CASDM      domsrvr              8972 ERROR        where.y                908 Parse error at : "name='' and tenant.name=''" (Attr not found or not atomic)

10/25 17:06:21.82 SMR-CASDM      spelsrvr             7124 ERROR        api.spl                178 Error fetching: AHD03053:Bad where clause: Parse error at : "name='' and tenant.name=''" (Attr not found or not atomic)

10/25 17:06:23.87 SMR-CASDM      domsrvr              8972 ERROR        domset.c              2850 Attribute tenant.name not found in nr:PDOB:PATTR:OB:MTH:

10/25 17:06:23.89 SMR-CASDM      domsrvr              8972 ERROR        where.y                908 Parse error at : "name='' and tenant.name=''" (Attr not found or not atomic)

10/25 17:06:23.90 SMR-CASDM      spelsrvr             7124 ERROR        api.spl                178 Error fetching: AHD03053:Bad where clause: Parse error at : "name='' and tenant.name=''" (Attr not found or not atomic)

[ca support]

attached uim error.

[Kathy Maguire]

As stated in my original post, this is a known defect when you configure a CA SDM connection profile in sdgtw for a CA SDM system that is NOT using multi tenancy.  You MUST enable multi-tenancy in CA SDM to get this integration to work with the current GA release of the sdgtw probe.  The error message indicates that multi-tenancy was not enabled in CA SDM.

If you continue to see error messages similar to the following in the sdgtw logs after enabling multi-tenancy in CA SDM:

Error while calling the createIncident of 'nimClient'java.lang.Exception: {"Error":{"ErrorCode":154,"ErrorMessage":"Exception occurred during operation Get Objects Using Filter","DetailErrorMessage":"Error fetching: AHD03053:Bad where clause: Parse error at : \"name='172.17.117.180' and tenant.name=''\" (Attr not found or not atomic)","HTTPResponseCode":"INTERNAL_SERVER_ERROR","HTTPResponseCodeValue":500}}

Then check the appropriate CA SDM logs to determine why the sdgtw probe cannot create an incident when CA SDM is configured for multi-tenancy.

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Kathy Maguire
Technical Support Engineer 4
Broadcom
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[MADANRAJ SIVAGNANAM]

Hi ,

Eventhough multitenancy is enabled , still we are unable to receive the incident for UIM alarm .Please let us know is there anything else that we can do for this problem .

Regards
Amar

[MADANRAJ SIVAGNANAM]

This was working since two days before and all of a sudden its not working. Can some one else help us to fix this issue on urgent basis..

[Kathy Maguire]

Madanraj -

This issue is now addressed in the KB139411 : sdgtw 2.20 submits a bad SOAP query to CA SDM - breaking ticket integration Knowledge Document.
Open a support case to get a copy of the sdgtw hot fix that addresses this issue.

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Kathy Maguire
Technical Support Engineer 4
Broadcom
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