To diagnose the problem:
Verify that the CASD Adapter has been successfully started and the WSDL for the CASD Adapter can be accessed from the system where the CASD Adapter is installed. Perform the following steps to do this:
Perform the steps in the section entitled "Using the Correct URL for CASD Adapter Operations" in Connector Tips to determine the URL used by the CASD adapter.
Note:
If the adapter does not successfully complete the startup, see Troubleshooting Adapter Startup Errors to diagnose the problem.
Open a browser and paste the URL from the previous step in the address window. Append ?WSDL to the end of the URL and attempt to load the URL.
The WSDL should be loaded if the Adapter is operational.
Note:
A WSDL is an XML file that describes the web service.
Verify that the WSDL for the CASD Adapter can be accessed from the system where the Enterprise Manager server is installed.
Open a browser at the Enterprise Manager server and copy the URL from step 1-b above to the address window. The host name for the URL will be localhost. Change localhost to the actual host name or IP address of the system where the CASD Adapter is installed. If you specify a host name, make sure that the host name is recognized at the Enterprise Manager server system. This can be done using the ping command.
For example, if the CASD Adapter is installed on the server with a host name of SDServer01 and the URL listed in framework.log is:
http://localhost:8082/services/causd/IncidentService
The URL used at the Enterprise Manager server system would be:
http://SDServer01:8082/services/causd/IncidentService
Attempt to load the WSDL by appending ?WSDL at the end of the URL. If the WSDL cannot be loaded, either the host name is not recognized at the Enterprise Manager system or there is a connectivity issue between the two systems. If you specified a host name, try using the IP address instead of the host name in the URL. If it still does not load, you have a connectivity problem. You will need to consult with your IT department to resolve this issue.
Verify that the CA Service Desk Connector specifies the correct URL for the createTicket, getTicket, and updateTicket operations.
Log into the Oracle Enterprise Manager console with an account that has Super Administrator permissions.
From the Setup menu of the Enterprise Manager console, select Extensibility, then Management Connectors.
The Management Connectors page appears, which shows the installed connectors.
Click on the Configure icon associated with the CA Service Desk Connector. This invokes edit mode, enabling you to configure the connector.
Verify that the URL identified in step 2-b is specified for all three operations (createTicket, getTicket, and updateTicket). If any of the operations are incorrect, change to the correct URL.
Note:
Do not append the WSDL to the end of the URL that is specified here.
Enter a valid ticket number in the Ticket Number field and click OK.
If everything is set up correctly, you will see the message Connection test succeeded. The configuration was saved.
If there is an error in step 3f, there is likely a configuration error in the CASD Adapter. See the section entitled Troubleshooting Adapter Operations Errors for information on diagnosing errors.