Service Operations Insight

Hi Brahma,

I am pasting some messages from the SAM and UI just in case it helps:

SAM:

Could not connect to broker URL: tcp://l00srv1061.griffin-domain.net:61616. Reason: java.net.ConnectException: Connection refused: connect

UI :

resources.UIEscalationActionModelRepository.fillType(421) - createTicketType() exception occurred, reason: Unknown XML property 'Alert Acknowledged'

2016-03-01 14:23:00,536 ERROR [AccessLayerSamUI] resources.UIEscalationActionModelRepository.fillType(421) - createUpdateTicketType() exception occurred, reason: Unknown XML property 'status'

[http-0.0.0.0-7070-12] util.CommonServletUtilHttp.logHttpFailure(155)  - getClasses request failed: The server on L00SRV0587.griffin-domain.net is not available.

2016-03-02 10:33:13,429 INFO  [PollTimer] util.ClientUpdatePoller$HttpTask.run(532)  - POST failed in [ReconnectTask: 5000] task -- Connection refused: connect

Connection: Name: Apache-Coyote/1.1 on L00SRV0587.griffin-domain.net:7090, Status: Connection lost.  Either the server is not running or a network problem is preventing access. (Connection refused: connect)

2016-03-02 10:33:13,562 INFO  [http-0.0.0.0-7070-10] util.CommonServletUtilHttp.logHttpFailure(155)  -

Hi Brahma,

The user does not seem to be locked neither password changed for it. We are getting it checked internally.

Regards

Deepika

Hi Deepika,

Any Idea why it is not able to access?

Check if user is locked in AD or password changed in AD.

Thanks

Brahma

Hi Brahma,

The user is SOI<>SNow SOAP integration user. It does exist in the AD, was able to find it in EEM UI.

However the manager server is not able to access SNow with this user.

Hi Deepika,

Please make sure you are able to access SNOW from SOI manager with the configured user. If that works, then access EEM UI, try login with the user name that printed in the logs.

This proves if the problem is with SNOW or EEM.

Thanks

Brahma

Hi Brahma,

We are facing this error (UHD is configured), and the logs show below errors:

java.lang.IllegalArgumentException: Username may not be null

  at org.apache.commons.httpclient.UsernamePasswordCredentials.<init>(UsernamePasswordCredentials.java:90)

  at org.apache.axis2.transport.http.AbstractHTTPSender.setAuthenticationInfo(AbstractHTTPSender.java:358)

Is there any finding on what could be possible reason of these errors? We tried the EEM service recycle, reset the user's credentials, reset the integration.

thanks

deepika

Hi

   Sometimes it could be bcause of modifications made at SNOW end in some mandate field. If that s the case then UHD jar file has to be recomplied and then place it in appropriate location.

-->Unzip the package to find "UniversalHelpDesk.jar".

---> On the SOI Manager machine . Stop the SAM services.

----> On the SOI Manager machine , navigate to <SOI_HOME>/tomcat/lib. Take

a backup of the UniversalHelpDesk.jar that is present at this location.(or

probably rename it as UHD_old)

----> Copy the new UniversalHelpDesk.jar attached with the ticket to

<SOI_HOME>/tomcat/lib

-----> Start the SAM service