6 Troubleshooting the Connector

This chapter provides information to assist you in troubleshooting integration issues with the CA Service Desk Connector. The connector cannot function unless the appropriate components have been installed and configured.

This chapter discusses the following topics:

• Diagnosing the Problem

• Troubleshooting Adapter Startup Errors

• JVM Errors

• Troubleshooting Adapter Operations Errors

• Errors to Check

Before you start the troubleshooting process, ensure that you have done the following:

1. Installed the CA Service Desk Connector as specified in Installing the Connector.

2. Installed and tested the CASD Adapter as specified in Installing the Adapter.

3. Configured the CA Service Desk Connector as specified in Configuring the Connector.

4. Set up one or more notification rules as specified step 4 of Automatically Creating a Ticket.

If all the actions above have been completed and the connector is not working, perform the steps in Diagnosing the Problem.