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sdgtw integration with CA SDM 14.1 not authenticating

  • 1.  sdgtw integration with CA SDM 14.1 not authenticating

    Posted 30 days ago
    ​We are trying to integrate our CA UIM with CA Service Desk Manager to automate tickets, however I cannot get passed the validation on sdgtw probe. We filled out the required SOAP and REST host, ports, username and password field but still get the 'Validation Failed'. I know the username and password is correct as I checked against the Service Desk Manager web interface fine.

    Perhaps I am missing some settings on CA Service Desk Manager, in order to allow the connection? Any help is appreciated.

    CA UIM 9.2.0
    sdgtw probe v2.20
    CA SDM v14.1




  • 2.  RE: sdgtw integration with CA SDM 14.1 not authenticating

    Posted 30 days ago
    Check and make sure the Service now instance has not disabled tls 1.0 and 1.1.
    Ran into a case recently that this caused the connection to fail.

    ------------------------------
    Gene Howard
    Principal Support Engineer
    Broadcom
    ------------------------------



  • 3.  RE: sdgtw integration with CA SDM 14.1 not authenticating

    Posted 30 days ago
    I have TLS 1.1 and 1.2 enabled on OS level. Is there any configuration file to disable manually on the probe and/or SDM?​


  • 4.  RE: sdgtw integration with CA SDM 14.1 not authenticating

    Posted 30 days ago
    Hi 

    Please also verify connection using below KB

    https://ca-broadcom.wolkenservicedesk.com/external/article?articleId=73055


  • 5.  RE: sdgtw integration with CA SDM 14.1 not authenticating

    Posted 29 days ago
    Thanks for the article. It is very helpful.​

    It looks like I am getting thru all the steps successfully but still no luck authenticating from the probe itself. This is the log I have from it:

    Sep 18 16:04:14:060 [attach_socket, sdgtw] SDGCallbackHandler :: Entering handleCtdCallback with args: probeAddress='null' callbackName='null' callbackArgs='null'
    Sep 18 16:04:14:060 [attach_socket, sdgtw] SDGCallbackHandler::PDS is encrypted
    Sep 18 16:04:14:061 [attach_socket, sdgtw] SDGCallbackHandler::Decrypted callbackName='validateSDConnection'
    Sep 18 16:04:14:061 [attach_socket, sdgtw] SDGCallbackHandler::callback req='PDS [ht={crdta=Element [buf=[111, 2, 56, 4, 67, 83, 9, -85, 126, -8, 0, -57, 41, -106, -1, -109, -60, -25, -118, -99, -37, 17, 19, 29, -11, 76, 22, -23, 78, 30, 38, 1, 28, -69, -29, -50, -74, 16, -30, 103, -94, 31, 89, 83, 117, -90, 83, 115, -68, -126, -51, -122, 43, -113, 117, 48, -1, 26, 113, 72, -106, 71, 28, 122, -23, -63, 90, -64, 97, -70, 30, 55, -35, 19, 61, 77, 119, -54, -52, 12, -53, -118, 89, -41, -41, -111, -32, 34, -101, 20, -89, -77, -118, -64, 112, 37, 56, 13, -61, 108, -60, 49, 23, -107, 125, -94, 38, 81, 107, 33, 33, 89, -25, 78, 87, 49, 121, -71, -13, -89, -3, 103, -122, -112, -27, 30, 78, -42, -46, -28, 126, 61, 108, 99, 36, -12, 1, -60, -26, 28, 10, 105, -11, 103, -54, 2, 58, 47, 3, 87, -26, -47, 100, -66, 74, -94, -41, 6, -102, 126, -41, 108, -33, 108, -90, -65, -82, -33, 116, -49, -56, 45, -96, 102, 79, -1, 93, 36, 28, 111, -116, 9, 11, 31, 53, -42, 12, 78, -95, 7, -11, -41, -84, 104, 124, 10, -113, -127, -28,
    119, -55, -75, -63, -103, -73, 90, 9, -90, 99, -116, 118, 119, 15, 3, 43, -87, -35, -19, -37, -14, 6, 91, -95, -80, -21, -66, -77, -21, -21, 50, 2, -106, 110, 90, 96, -43, -119, -68, 56, -98, -111, -38, -22, 87, 28, -25, -43, -64, -18, 78, 94, -121, 124, 38, -5, -29, -106, 18, -21, -84, -2, 123, 8, -39, -27, -118, -53, -15, -46, -64, -109, 127, -67, -24, 73, 91, 35, 108, -114, 32, -101, -97, 106, 34, 9, 60, 31, 59, -102, -62, 54, 85, -84, 110, -114, 106, -94, -29, -93, 93, 75, -35, -82, 124, -38, 11, -31, 80, 76, 69, -2, -52, 60, -19, -30, -108, 98, 66, 24, -110, 98, -60, 23, 101, -33, 115, 14, 106, -57, -60, 28, -98, 62, -113, 124, 125, 78, -69, -86, -8, 16, 25, -67, -59, -112, -82, -31, 42, 63, 81, -90, 11, -61, 84, -116, 76, -37, -122, -68, 121, -69, 114, -74, 123, -127, 28, 21, 43, 25, 11, -122, -124, 67, -5, -50, -50, 72, 54, -18, 123, 4, 74, -103, -31, -29, 73, -81, -126, 49, -45, 65, 89, -73, -120, 9, -4, -120, -105, 71, 6, -63, -18, -115, -84, 35, 72, -3, -30, -50, -40, -24, -116, 52, -23, 126, -29,
    83, 11, 98, -9, -89, 12, -75, -88, 97, -122, 26, -13, -106, -112, -44, 19, -37, -118, -41, 42, 1, -121, 13, -107, -44, 103, 18, -82, -123, -93, -47, -47, 82, -64, 40, -17, -45, 119, 74, 80, 16, -74, 40, 37, 86, -87, -126, 56, 103, 23, -36, -77, -126, -126, 75, 21, -43, -47, 103, 106, 61, -92, -27, 122, 107, -16, -31, 45, 104, 33, -32, -39, 87, 85, 8, 85, 107, 6, 99, -38, -87, 4, -56, -11, 100, 29, -111, -71, 49, -97, -87, -79, 10, -93, 123, 27, -113, -16, 107, -5, 82, -7, -16, -97, 6, 112, 15, 78, -7, -86, -114, 110, 18, 119, -89, 32, -97, 77, -13, -102, 95, 96, -122, 74, 114, -12, -42, -94, 63, 52, -83, 14, -78, 121, -6, -26, 74, 49, -3, 83, -56, -105, 27, -38, -100, 121, -28, 46, 12, 31, -87, 38, 52, 86, -119, 74, 16, -54, 34, -125, -26, -58, 74, 91, -40, 97, -117, 122, -37, 15, 121, -48, 94, 114, 86, -49, 71, -115, 24, -123, -44, 107, -75, 24, -44, 111, 120, -124, 53, -109, -22, 19, 93, -40, -95, 18, 10, -19, -123, -32, 51, 126, -112, 31, -113, 86, -16, -127, -9, 24, -28, -81, -53, 87, 7, 7, -82, -85, 11
    , -103, -35, -89, 100, -70, -31, -84, 38, -122, -21, -84, 40, -101, -30, 50, -48, -8, 66, 51, -15, -117, -80, 46, 17, 15, 126, -112, 42, -14, -28, -96, 25, -23, -17, -1, 15, -96, -106, 114, -127, -19, -99, 72, 103, 75, -59, 55, -85, 46, 0, 60, 38, -60, 96, 74, 110, -42, 11, -71, 17, 80, -7, 38, -10, -92, 15, -98, -6, -117, -73, -4, 115, 96, -48, 120, 60, 64, -80, 73, -95, 28, -68, 91, -117, -125, -89, -28, 97, -97, -9, -37, -43, 95, 87, -71, -125, -31, -112, -6, -78, -8, 126, 22, -52, 45, 82, 10, 73, 35, -44, 88, 48, -76, 37, 75, 103, 17, 92, -106, 1, 23, 12, -28, -41, -112, 71, -9, -101, -21, -113, 23, 54, -109, -30, -72, -65, 106, -38, 105, 69, 91, 2, 34, 12, -3, -19, 74, 10, -68, -124, 27, -127, -108, 82, 63, 26, 33, -113, -84, -127, -48, -32, 22, -18, -106, 51, 95, -94, -17, 122, 94, -46, 26, -106, 122, 112, 6, -9, 120, 38, 68, 87, 31, 99, -15, -83, 120, 86, -17, 53, 23, -32, 22, 95, -94, -77, -124], pds=null, tpds=null, type=22, value=null], crlen=Element [buf=null, pds=null, tpds=null, type=1, value=8
    7]}]'
    Sep 18 16:04:14:063 [attach_socket, sdgtw] removing id form the connection details
    Sep 18 16:04:14:063 [attach_socket, sdgtw] useCustomEndpoint is null and customEndPoint is null
    Sep 18 16:04:14:063 [attach_socket, sdgtw] Inside doSDConnectionConfigurations(String, connectionDetails) method. serviceDesk CASDM
    Sep 18 16:04:14:063 [attach_socket, sdgtw] putRequest :PUT /ca-nim-sm/api/v2/config/integration/CASDM HTTP/1.1
    Sep 18 16:04:16:706 [attach_socket, sdgtw] Update for CASDM is returned with code: 200
    Sep 18 16:04:16:706 [attach_socket, sdgtw] In validateIntegration method :url is http://localhost:36911/ca-nim-sm/api/v2/config/integration/CASDM/testConnection
    Sep 18 16:04:16:706 [attach_socket, sdgtw] ::: going to call parseResponse ::: URL ::MDR http://localhost:36911/ca-nim-sm/api/v2/config/integration/CASDM/testConnection :: CASDM
    Sep 18 16:04:19:191 [attach_socket, sdgtw] responseCode :: [200] response message :: [OK]
    Sep 18 16:04:19:192 [attach_socket, sdgtw] Exception in making the connection to MDR:java.lang.NullPointerException
    at com.nimsoft.probe.gateway.sdgtw.SDGtwProbe.validateConnectionDetailsWithoutUpdating(SDGtwProbe.java:1695)
    at com.nimsoft.probe.gateway.sdgtw.SDGtwCallbackHandler.validateSDConnection(SDGtwCallbackHandler.java:168)
    at com.nimsoft.probe.gateway.sdgtw.SDGtwCallbackHandler.handleCtdCallback(SDGtwCallbackHandler.java:99)
    at com.nimsoft.probe.common.ctd.AbstractCtdProbeCallbackHandler.cbHandleCtdCallback(AbstractCtdProbeCallbackHandler.java:809)
    at sun.reflect.NativeMethodAccessorImpl.invoke0(Native Method)
    at sun.reflect.NativeMethodAccessorImpl.invoke(NativeMethodAccessorImpl.java:62)
    at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43)
    at java.lang.reflect.Method.invoke(Method.java:498)
    at com.nimsoft.nimbus.NimServerSession$NimServerSessionThread.performCallback(NimServerSession.java:225)
    at com.nimsoft.nimbus.NimServerSession$NimServerSessionThread.handleMessage(NimServerSession.java:178)
    at com.nimsoft.nimbus.NimServerSession$NimServerSessionThread.run(NimServerSession.java:123)

    Sep 18 16:04:19:192 [attach_socket, sdgtw] Inside doSDConnectionConfigurations(String, connectionDetails) method. serviceDesk CASDM
    Sep 18 16:04:19:193 [attach_socket, sdgtw] putRequest :PUT /ca-nim-sm/api/v2/config/integration/CASDM HTTP/1.1
    Sep 18 16:04:19:404 [attach_socket, sdgtw] Update for CASDM is returned with code: 200
    Sep 18 16:04:19:404 [attach_socket, sdgtw] In validateIntegration method :url is http://localhost:36911/ca-nim-sm/api/v2/config/integration/CASDM/testConnection
    Sep 18 16:04:19:404 [attach_socket, sdgtw] ::: going to call parseResponse ::: URL ::MDR http://localhost:36911/ca-nim-sm/api/v2/config/integration/CASDM/testConnection :: CASDM
    Sep 18 16:04:19:568 [attach_socket, sdgtw] responseCode :: [200] response message :: [OK]
    Sep 18 16:04:19:570 [attach_socket, sdgtw] SDGCallbackHandler::Leaving cbHandleCtdCallback


  • 6.  RE: sdgtw integration with CA SDM 14.1 not authenticating

    Posted 29 days ago

    Rodrigo -

    The best way to determine why the connection to your CA SDM is failing from the sdgtw probe is to activate the NIM API debug traces, then check the Nim.log to see why the connection is failing with the configured connection parameters.  Here is how you would do this:

    1.  Deactivate the sdgtw probe

    2.  Navigate to the <installPath>\Nimsoft\probes\gateway\sdgtw\NIMSM_WORKSPACE\webapp\WEB-INF\config directory, make a backup copy of the log4h2.xml file, them modify the log4j2.xml file replacing all occurrences of the following 2 strings:


    level="ERROR"
    level="INFO"

    with the string:

    level="ALL"

    Save the changes.

    3.  Activate the sdgtw probe, wait about 30 seconds, then open the probe's Configuration Page from the Admin Console and Validate the connection for your CA SDM connection profile.

    4.  Navigate to the <installPath>\Nimsoft\probes\gateway\sdgtw\NIMSM_WORKSPACE\webapp\WEB-INF\logs directory then check the Nim.log file to see what error is reported when the NIM API attempts connecting to the configured CA SDM Service Desk application using the configured connection parameters.



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



  • 7.  RE: sdgtw integration with CA SDM 14.1 not authenticating

    Posted 29 days ago
      |   view attached
    Thanks! The logs gives me a better clue. It looks like I am having a 404 from REST response with get AccessKey was not successful. I'm attaching the log file. Can you confirm if what I am saying is accurate?

    If so, how can I fix this problem?

    Attachment(s)

    zip
    Nim.zip   33K 1 version


  • 8.  RE: sdgtw integration with CA SDM 14.1 not authenticating

    Posted 28 days ago
    Hi

    Can check the Service desk rest api functions using below KB if working correctly ?

    https://ca-broadcom.wolkenservicedesk.com/external/article?articleId=45577


  • 9.  RE: sdgtw integration with CA SDM 14.1 not authenticating

    Posted 27 days ago
    Hi Rodrigo,
    The getAccessKey is a CA SDM REST method.  So, something seems to be misconfigured with the service desk REST web service.
    Can you share they pdm_tomcat_REST.log from the service desk server\log folder?

    Thanks,
    Shawn


  • 10.  RE: sdgtw integration with CA SDM 14.1 not authenticating

    Posted 27 days ago
      |   view attached
    ​Sure. See attached log.

    Thanks.

    Attachment(s)

    zip
    pdm_tomcat_REST.zip   2K 1 version


  • 11.  RE: sdgtw integration with CA SDM 14.1 not authenticating

    Posted 27 days ago
    Hi Rodrigo,
    May we please enable this logging on the service desk server where rest tomcat is running?

    pdm_log4j_config -f REST -l DEBUG -a -s 100MB

     

    Wait a few minutes and logging goes to  jrest.log.

    Some other tests we can try:

    1- Does this load in a browser?
    https://awisdmp01.ilg.ad:9443/caisd-rest/

    2- Can we try to getAccessKey using this tool?
    https://community.broadcom.com/communities/community-home/librarydocuments/viewdocument?DocumentKey=58614e13-f420-4245-b120-72e3700fa682#comment


    Thanks,
    Shawn

     

    NX_ROOT/bopcfg/CATALINA_BASE_REST/logs/localhost*** 

    This will show us what happened to the call from UIM.

    Thanks,
    Shawn