Troubleshooting Service Point

If you experience issues, check these troubleshooting articles and try the recommended actions in the order in which they are described:
casm173
If you experience issues, check these troubleshooting articles and try the recommended actions in the order in which they are described:
Unable to Search Tickets and View Service Offerings
The following error message is displayed in the
initial_load.log
file that is available in the
<Search Server Installation Drive>:\search\logs
folder:
index_name has more than one indices associated with it index_name could be any index name like sdm_index_w
Follow these steps:
  1. Install any Elastic Search Client web browser plugin (for example: ElasticSearch Head for Chrome).
  2. Connect to the Elastic Search server and delete all indices manually.
  3. Rebuild index from where you have installed the Elastic Search server:
    \search\bin\pdm_es_rebuild_index.ba
    t
    (.sh for UNIX)
Smart Search Results are Too Large
Symptom:
When the smart search results are too large, the following error message is displayed:
Result window is too large, from + size must be less than or equal to: [10000]
Solution:
The 10000 limit can be modified by changing the [index.max_result_window] index level parameter. To change the limit, follow these steps:
  1. Download and install an Elasticsearch client.
  2. Change the payload:
    PUT sdm_index, catalog_index/_settings
    {
    "max_result_window" : 500000
    }
  3. You should see the following success response:
    {
    "acknowledged": true
    }
  4. Perform the steps every time you refresh the index and data.
Issues Related to CA Service Catalog Featured Offerings
If you are unable to view the
More
button option in Service Point UI or CA Service Catalog Featured Offerings and Requests, perform the following:
Validate CA Service Catalog Integration and Configurations
Perform the following:
  1. Ensure that CA Service Catalog is installed and running.
  2. Navigate to
    Administration
    ,
    Options Manager
    ,
    CA Service Catalog
    .
  3. Check that variables are installed and that
    casc_endpoint
    has a valid Catalog Web Interface URL and
    casc_integrated
    is set to
    Yes
    .
    Or
    Alternatively,you can also verify the Integration from the CA Service Catalog Interface. Login to CA Service Catalog. Navigate to
    Administration
    ,
    Configuration, CA Service Desk.
    Verify the CA Service Desk integration properties and values. Click
    Test
    to test your integration with CA Service Catalog/CA SDM.
  4. Verify the configuration for Service Point. Navigate to
    Administration, xFlow Interface, ServicePoint, Configurations
    .
    1. Open the Default configuration or the tenant-specific configuration.
    2. Verify
      Service Catalog
      is set to
      Yes
      to view CA Service Catalog Featured Offerings in Service Point UI.
  5. If after performing the above steps, you are unable to view CA Service Catalog Featured Offerings, restart the xFlow Analyst Interface services.
Validate xFlow Interface and CA EEM Integration
Perform the following steps:
  1. Run
    Integrate pre-installed solution components
    from CASM DVD on all servers where you have installed the xFlow Analyst Interface.
  2. Verify the following:
    1. From
      xFlow_Home\APPS\Services
      location, ensure that
      USMcertfile.key
      and
      USMcertfile.pem
      files are present.
    2. Open
      eiam.config
      and
      eiam.log4j.config
      file from
      xFlow_Home\APPS\Services\searchmicroservice-<release_version>.479\conf
      It must show the complete file path. For example, the
      LoggerConfiguration
      file attribute in
      eiam.config
      must show complete file path.
  3. If you are unable to view CA Service Catalog offerings and requests after performing the above steps, restart xFlow Analyst Interface services.
Validate Elastic Search Server Installation
Perform the following steps:
  1. Verify that the Search server is installed and running.
  2. Install
    ElasticSearch Head
    chrome plugin and provide search server “
    hostname:9012
    ” to connect.
  3. Verify if you can view data for CA Service Catalog Offerings and Requests on the browser tab.
  4. If you are unable to view the data, do initial load or rebuild index from search server. Perform Initial Load and Refresh Index and Data on the Search Server.
  5. Verify the search server logs.
Access Type Configuration for Employee User
Employee access type in CA Service Desk Manager must have the authentication type set to “
EEM
”. If the authentication type is set to other types, EEM artifact cannot be fetched and you may see an I
NTERNAL_SERVER_ERROR
in the
getEEMAuth
API call.