Troubleshooting CA Service Desk Manager Connector

This topic contains the following information:
casm172
This topic contains the following information:
Verify that the 
CA SDM
 Connector Installed Successfully
Symptom:
I want to verify that the 
CA SDM
 Connector is installed successfully.
Solution:
Follow these steps:
  1. Check if there are any errors in the Catalyst_SDMConnector_InstallDebug.log file or CatalystInstallDebug.log file.
    These files are located in the %TEMP% directory.
  2. If either of the log files has errors, open a support issue.
  3. If there are no errors in either of the log file, complete the following steps:
    1. Open the CA Catalyst Registry Server UI using the following URL:
      https://<registryserver:port>/registry/carbon/admin/login.jsp
    2. Log in to the CA Catalyst Registry UI and browse to the following directory:
      \topology\physical\<SDM Connector NODE>
    3. Check if connector-modules.xml and startup.properties files are present in the directory.
    4. If either connector-modules.xml or startup.properties file is missing from the directory, then the 
      CA SDM
       Connector installation has failed.
      • Uninstall and reinstall the 
        CA SDM
         Connector.
  4. Verify that the 
    CA SDM
     Connector installer has completed the steps to configure the CA Catalyst server. Complete the following steps to verify:
    1. Verify reconciledViews.xml content.
    2. Verify plannerpolicy.xml content.
    3. Verify plancontrol.xml content.
    4. Verify correlation.properties content.
Verify that the 
CA SDM
 Connector Started Properly
Symptom:
I want to verify that the 
CA SDM
 Connector started properly.
Solution:
Follow these steps:
  1. Open the CA Catalyst Admin UI using the following URL:
    http://<<rose>-Server:port>/adminui
  2. Log in to the CA Catalyst Admin UI.
  3. Click 
    CA SDM
     Container node from the left panel.
    The 
    CA SDM
     Container node is expanded to display the 
    CA SDM
     Connector and status of the 
    CA SDM
     Connector. 
    If the status of the 
    CA SDM
     Connector is RUNNING, then the 
    CA SDM
     Connector has started properly.
    If you have just started the
    CA SDM
    Connector, wait for the
    CA SDM
    Connector nodes to move to the Running state before you perform any operation.
CA SDM
 Connector Fails to Start
Symptom:
The 
CA SDM
 Connector fails to start.
Solution:
The 
CA SDM
 Connector failed to start because of one of the following reasons:
CA SDM
 Server is Down
Symptom:
If the 
CA SDM
 server is down and you try to start the 
CA SDM
 Connector, the 
CA SDM
 Connector attempts to connect to the server a few times and shuts down. The following line appears in the ServiceDeskManagerConnector.log file located in the CATALYST_HOME/container/data/logs/ directory:
Unable to connect to Service Desk Manager.
Solution:
Complete the following steps to start the 
CA SDM
 Connector:
  1. Ensure that the 
    CA SDM
     Server is up and running.
  2. Restart 
    CA SDM
     Connector Container.
Login Failure
Symptom:
If the password of the logged-in user has changed in 
CA SDM
, the 
CA SDM
 Connector fails to log in to 
CA SDM
. The following line appears in the ServiceDeskManagerConnector.log file located in the CATALYST_HOME/container/data/logs/ directory:
Login failure
Solution:
Complete the following steps to start the 
CA SDM
 Connector:
  1. Open the following directory from the command prompt:
    CATALYST_HOME\tools\encrypt
    Ensure that java.exe is in the PATH.
  2. Run encrypter.bat <New Password> command and copy the encrypted string output from the command.
  3. Browse to the following directory from the https://registryserver:port/registry/carbon/admin/login.jsp URL:
    \topology\physical\<SDM Connector Server>\modules\configuration\ServiceDeskManagerConnector.xml
  4. Click Edit as Text.
  5. Replace the value of the password with the encrypted string output that is copied from encrypter utility.
  6. Click Save Content.
  7. Restart the 
    CA SDM
     Connector Container.
CA SDM
 Connector Container Fails to Connect to CA Catalyst Registry or CA Catalyst Server Container
Symptom:
The 
CA SDM
 Connector Container failed to connect to the CA Catalyst Registry or the CA Catalyst Server Container.
Solution:
The connection has failed because of one of the following reasons:
CA Catalyst Registry or CA Catalyst Server Container Service is Down
Symptom:
The CA Catalyst Registry or the CA Catalyst Server Container service is down.
Solution:
Complete the following steps to start the connection:
  1. Start the CA Catalyst Registry or the CA Catalyst Server Container.
  2. Restart the 
    CA SDM
     Connector Container.
CA Catalyst Registry Database Server or CA Catalyst Server Container Database Server is Down
Symptom:
The database server used by the CA Catalyst Registry or the CA Catalyst Server Container is down.
Solution:
Complete the following steps to start the connection:
  1. Start the database server.
  2. Start the CA Catalyst Registry or the CA Catalyst Server Container.
  3. Restart the 
    CA SDM
     Connector Container.
Firewall Restrictions
Symptom:
If the 
CA SDM
 Connector and the CA Catalyst Registry are on different computers, then firewall restricts the connection.
Solution:
Ensure that the firewall is not blocking any port that is used for communication between the CA Catalyst Registry and the 
CA SDM
 Connector container.
Verify the Data Published By the 
CA SDM
 Connector
Symptom:
I want to verify the data published by the 
CA SDM
 Connector.
Solution:
Follow these steps:
  1. Launch the following URL:
    http://<<rose>-server:port>/ca-rest/home
  2. Log in with the credentials of the CA Catalyst server.
  3. Click Browse by CI Type.
    A new page with the data source button is displayed.
  4. Select ServiceDesk-CMDB and look for any CI or relationship information.
CIs are Not Displayed in CMDB
Symptom:
I do not see the CIs in the CMDB, even after running the Catalyst job or the Management profile with the enabled integration.
Solution:
Follow these steps:
  • If the CIs appear in the Catalyst, then verify that you applied the correct registry configuration steps and recycled the CA Catalyst container service in the CA Catalyst server. When the CA Catalyst Server and the 
    CA SDM
     Connector are online, perform the full synchronization using the Priming Utility. For more information, see the 
    CA Catalyst documentation
    .
  • If the CIs do not appear in the Catalyst, then ensure that the CA Catalyst server, the 
    CA Configuration Automation
     Connector, and the 
    CA SDM
     Connector are up and running. Then rerun the 
    CA Configuration Automation
     Catalyst Job.
Catalyst UI Login Failure
Symptom:
I am unable to log in to the Catalyst UIs such as the Admin UI or USM Web View even though my credentials are correct. However, I am able to log in to the Registry UI with the same credentials.
Solution:
Follow these steps:
  1. Ensure that 
    CA Embedded Entitlements Manager
     is up and running.
    The Registry UI does not use
    CA Embedded Entitlements Manager
    for its user validation.
  2. Restart the CA Catalyst container service in the CA Catalyst server.
  3. Restart CA Catalyst Admin UI service in the CA Catalyst server.
Failed to Launch In-Context to a CI in 
CA Configuration Automation
Symptom:
I am unable to launch in-context to a CI in 
CA Configuration Automation
 while viewing the CI in CA SDM.
Solution:
If the in-context button (CCA$) does not appear for the CIs, ensure that the MDR for 
CA Configuration Automation
 was configured. For more information, see Create an MDR Definition in CA SDM.
Relationships are not Displayed in CMDB
Symptom:
I am unable to view the relationships in CMDB.
Solution:
Check the CA Catalyst Profile in 
CA Configuration Automation
 to find out the relationship types that were chosen for the export. If you enable TWA, then the relationships appear in TWA after the CI transactions are loaded to CMDB from TWA.
CIs are Not Displayed in the ServiceDesk-CMDB Data Repository
Symptom:
I am unable to view the CIs in the ServiceDesk-CMDB data repository. However, I can view the CIs listed for the default CA Catalyst data repository in the USM Web View.
Solution:
You are unable to view the CIs in the ServiceDesk-CMDB data repository because you have enabled TWA while installing the 
CA SDM
 Connector. Complete the following steps to disable the TWA:
  1. Browse to the following directory from the https://<registryserver:port>/registry/carbon/admin/login.jsp URL:
    \topology\physical\<SDM Connector Server>\modules\configuration\ServiceDeskManagerConnector.xml
  2. Click Edit as Text.
  3. Replace the value for enable_twa property to 
    false
    .
  4. Click Save Content.
  5. Restart the CA Catalyst Connector container service on the 
    CA SDM
     server.
    If you do not want to disable TWA, follow the CMDB process of verifying and loading the CIs to CMDB using GRloader utility, provided by CMDB.
Limit the Data Exported to CMDB
Symptom:
I want to limit the data exported to CMDB.
Solution:
Follow these steps:
  1. Use the CA Catalyst Profiles in 
    CA Configuration Automation
     to determine which attributes are exported. The attributes include Network Discovery Gateway CIs, Hardware or Storage or Network Details components, and Relationship types. The default profile exports all the NDG CIs, each of the Hardware or Software or Network Details components, and all relationship types.
  2. Use the Catalyst Jobs or Management Profiles to determine which servers or services, and blueprints are exported.