CA Service Management

Expand all | Collapse all

Issues accessing Analyst Queue in CA Service Management app

Jump to Best Answer
  • 1.  Issues accessing Analyst Queue in CA Service Management app

    Posted 04-25-2018 10:28 AM

    Good morning,

     

    Here is the customers environment:

    CA Service Desk Manager 17.1

    Secondary server available on the DMZ with port 443 configured

     

    We've configured Rest successfully and can login to the app, however, when we login, we receive the following error: "Alert: Login to(Analyst Queue) Failed to contact the server. Please contact your administrator."

     

    I'll attached the pdm_tomcat_REST.log file for review. There are several exception thrown in the logs when we try accessing the app. Has anyone seen similar exceptions?

     

    Thanks,

     

    Clinton

    Attachment(s)

    zip
    pdm_tomcat_REST.log.zip   11K 1 version
    zip
    jrest.log.zip   17K 1 version


  • 2.  Re: Issues accessing Analyst Queue in CA Service Management app

    Posted 04-25-2018 11:39 AM

    hey Clinton,

     

    If you were to open a browser (Safari/Chrome) on the mobile device, are you able to get to the same URL that you have tried via the mobile app+Port#,   Do you get any SSL certificate errors on the very first attempt to use the URL in those browsers?

     

    Thx

    _R



  • 3.  Re: Issues accessing Analyst Queue in CA Service Management app

    Posted 04-25-2018 11:47 AM

    Raghu,

     

    No, I don't get any SSL certificate errors when I get to the URL via my mobile device's browser. We were previously, but that's been resolved.

     

    Thanks,

     

    Clinton



  • 4.  Re: Issues accessing Analyst Queue in CA Service Management app

    Posted 04-25-2018 12:01 PM

    Thank you.

     

    I think your rest deploy did not go the right way.

     

    Maybe we can test:

     

    pdm_rest_util -undeploy

    pdm_rest_util -deploy

     

    Restart REST Tomcat

    pdm_tomcat_nxd -t REST -c stop   

    wait for a minute or so and start

    pdm_tomcat_nxd -t REST -c start

     

    rest tomcat log as well as  jrest.log   might help then. 

     

    _R



  • 5.  Re: Issues accessing Analyst Queue in CA Service Management app

    Posted 04-25-2018 12:46 PM

    Raghu,

     

    I did the undeploy and deploy, then restarted the entire server and retested. I'm getting the same error in the app.

     

    I've uploaded both logs.

     

    Thanks,

     

    Clinton



  • 6.  Re: Issues accessing Analyst Queue in CA Service Management app

    Posted 04-25-2018 04:04 PM

    Sorry Clinton, am still seeing some odd issues

     

    WARNING: No root resource matching request path /caisd-rest/cnt/ has been found, Relative Path: /cnt/. Please enable FINE/TRACE log level for more details.
    Apr 25, 2018 12:37:03 PM org.apache.cxf.jaxrs.impl.WebApplicationExceptionMapper toResponse
    WARNING: javax.ws.rs.NotFoundException
    at org.apache.cxf.jaxrs.utils.SpecExceptions.toNotFoundException(SpecExceptions.java:87)

     

     

    WARNING: No root resource matching request path /caisd-rest/options/ has been found, Relative Path: /options/. Please enable FINE/TRACE log level for more details.
    Apr 25, 2018 12:37:03 PM org.apache.cxf.jaxrs.impl.WebApplicationExceptionMapper toResponse
    WARNING: javax.ws.rs.NotFoundException

     

     

    These would prevent analyst queue usage as the app requires those objects (cnt/options etc.,).

     

    I'd recommend raising a case for this, hit up the case # I can help out offline

     

    Thx

    _R



  • 7.  Re: Issues accessing Analyst Queue in CA Service Management app

    Posted 04-25-2018 04:07 PM

    Raghu,

     

    Case is 01063635

     

    Thank you,

     

    Clinton Randall IV

    Director of Enterprise Systems Management

    Integral Consulting Services, Inc.

    CMMI-DEV/3 and CMMI-SVC/3 Appraised

    ISO 9001, ISO 20000 and 27001 Certified

    2101 Gaither Road, Suite 410<x-apple-data-detectors://2/0>

    Rockville, MD 20850<x-apple-data-detectors://2/0>

    www.e2zintegral.com<http://www.e2zintegral.com/>

    Direct: (617) 784-1981<tel:(617)%20784-1981>

    Main: (240) 907-2600<tel:(240)%20907-2600>

    Fax: (240) 801-8988<tel:(240)%20801-8988>



  • 8.  Re: Issues accessing Analyst Queue in CA Service Management app
    Best Answer

    Posted 04-27-2018 11:07 AM

    This case was resolved by following : REST Web Services - .WAR file is too small and RES - CA Knowledge 

     

    The doc also needed a slight correction too (done now) where in a step to restart SDM was missing.

     

    _R