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

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

    Posted 10-24-2019 05:56 AM
    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,
    Logesh.chandrasekaram@sifycorp.com.

    Attachment(s)

    docx
    sdgtwlog.docx   29K 1 version
    docx
    stdlog1.docx   210K 1 version


  • 2.  RE: Unable to integrate ca servicedesk manager 17.2 to UIM 8.5.1 usinh sdgtw 2.2

    Posted 10-24-2019 01:10 PM

    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.



    ------------------------------
    Kathy Maguire
    Technical Support Engineer 4
    Broadcom
    ------------------------------



  • 3.  RE: Unable to integrate ca servicedesk manager 17.2 to UIM 8.5.1 usinh sdgtw 2.2

    Posted 10-25-2019 05:37 AM
    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,
    Logesh.chandrasekaram@sifycorp.com



  • 4.  RE: Unable to integrate ca servicedesk manager 17.2 to UIM 8.5.1 usinh sdgtw 2.2

    Posted 10-25-2019 08:55 AM
    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)




  • 5.  RE: Unable to integrate ca servicedesk manager 17.2 to UIM 8.5.1 usinh sdgtw 2.2

    Posted 10-25-2019 08:59 AM
    attached uim error.


  • 6.  RE: Unable to integrate ca servicedesk manager 17.2 to UIM 8.5.1 usinh sdgtw 2.2

    Posted 10-25-2019 10:45 AM

    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.



    ------------------------------
    Kathy Maguire
    Technical Support Engineer 4
    Broadcom
    ------------------------------



  • 7.  RE: Unable to integrate ca servicedesk manager 17.2 to UIM 8.5.1 usinh sdgtw 2.2

    Posted 12-05-2019 04:46 AM
    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


  • 8.  RE: Unable to integrate ca servicedesk manager 17.2 to UIM 8.5.1 usinh sdgtw 2.2

    Posted 12-06-2019 12:41 AM
    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..


  • 9.  RE: Unable to integrate ca servicedesk manager 17.2 to UIM 8.5.1 usinh sdgtw 2.2
    Best Answer

    Posted 12-06-2019 09:15 AM
    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.

    ------------------------------
    Kathy Maguire
    Technical Support Engineer 4
    Broadcom
    ------------------------------