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.

Diagnosing the Problem

To diagnose the problem:

1. 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:

   1. 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.

   2. 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.

   3. The WSDL should be loaded if the Adapter is operational.

      Note:

      A WSDL is an XML file that describes the web service.

2. Verify that the WSDL for the CASD Adapter can be accessed from the system where the Enterprise Manager server is installed.

   1. 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

   2. 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.

3. Verify that the CA Service Desk Connector specifies the correct URL for the createTicket, getTicket, and updateTicket operations.

   1. Log into the Oracle Enterprise Manager console with an account that has Super Administrator permissions.

   2. From the Setup menu of the Enterprise Manager console, select Extensibility, then Management Connectors.

      The Management Connectors page appears, which shows the installed connectors.

   3. Click on the Configure icon associated with the CA Service Desk Connector. This invokes edit mode, enabling you to configure the connector.

   4. 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.

   5. Enter a valid ticket number in the Ticket Number field and click OK.

   6. If everything is set up correctly, you will see the message Connection test succeeded. The configuration was saved.

4. 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.

Troubleshooting Adapter Startup Errors

To identify the cause of a startup failure, navigate to the adapters/log directory in the CASD Adapter installation directory and open the framework.log file in a text editor. Search for Exception to find any errors in the file. If the file does not exist, it indicates that there is a problem locating or executing the JVM. See JVM Errors for information about resolving JVM issues.

Listed below are some possible Exceptions, an explanation of the root cause, and a description of the solution.

java.net.BindException: Address already in use: bind

This error indicates that the adapter could not start because of a port conflict. There are two possible causes for this error.

1. Another application is using a port that the Adapter is configured to use. If the adapter is configured to use SSL, the port number is 8443. If it is not configured to use SSL, the port number is 8082.

   There are two possible solutions to this. You can change the other application to use a different port, or you can change the CASD Adapter to use a different port. To change the Adapter to use a different port, see "Changing the Default Adapter Port" in Connector Tips.

2. There is an instance of the Adapter already running. If this is the case, no change is required. You should only run one instance of the Adapter at a time.

org.springframework.beans.factory.BeanInitializationException: Could not load properties; nested exception is java.io.FileNotFoundException: … framework.properties (Permission denied)

This error indicates that the adapter could not start because the permissions on the framework.properties file in the conf directory were not set correctly.

To solve the problem, change the permissions to give the account or group under which the CASD Adapter runs read and execute permissions.

For any other startup errors, consult with Oracle Support.

JVM Errors

The CASD Adapter requires version 1.6 of the JVM. If multiple versions of the JVM are installed on the system, it is possible that an older version of the JVM is being executed whenever the Adapter starts.

On UNIX systems, the JAVA_HOME environment variable must be set to the directory where Java 1.6 is installed in the shell where the adapter is started. To properly start the adapter on a UNIX platform, perform the following:

• Set the JAVA_HOME environment variable to the Java 1.6 installation directory.

• Navigate to the adapters/bin sub-directory in the Adapter installation directory.

• Execute the ./service.sh start command.

On Windows systems, perform the following to insure that Java 1.6 is used when starting the adapter.

• Navigate to the adapters/bin sub-directory in the Adapter installation directory.

• Run the iWaveAdaptersw.exe executable.

• Click on the Java tab.

• Make sure that the Use Default check box is not checked.

• In the Java Virtual system box, specify the path to the jvm.dll file in the Java 1.6 installation directory.

• Click OK.

Troubleshooting Adapter Operations Errors

Perform the following diagnostic steps if tickets are not being generated or updated as expected in CA Service Desk.

1. Verify that the incident that was triggered is referenced in a notification rule that specifies one of the CA Service Desk Ticketing Templates.

2. Determine the error that Enterprise Manager has reported.

   To do this, you need to examine the log file for errors. Perform the following steps to locate errors in the log file:

   1. Open the emoms_pbs.trc file in a text editor. The file is located in the log directory at the following location:

      <EM_INSTANCE_BASE>/em/<OMS_NAME>/sysman/log/
      

      ... where <EM_INSTANCE_BASE> is the OMS instance base directory. By default, the OMS instance base directory is gc_inst, which is present under the parent directory of the Oracle middleware home.

      For example, if the Oracle Middleware Home is:

      /u01/app/Oracle/Middleware
      

      ... the instance base directory is:

      /u01/app/Oracle/Middleware/gc_inst
      

      ... and the log and trace files are available in the following directory path:

      /u01/app/Oracle/Middleware/gc_inst/em/EMGC_OMS1/sysman/log/
      

   2. Go to the bottom of the file and search backwards for "Caused by." Lines that start with "Caused by" contain error information. The error information appears after the text in the line that reads:

      "oracle.sysman.emSDK.webservices.outbound.WSInvokeException: caught WebServiceException :"
      

3. Diagnose the problem based on the error information. See Errors to Check for information on troubleshooting common error events.

Errors to Check

This section provides cause and solution information on troubleshooting common errors reported by Enterprise Manager. Find the heading that matches your error and follow the instructions for diagnosing and correcting the problem.

javax.xml.soap.SOAPException: javax.xml.soap.SOAPException: Message send failed: sun.security.validator.ValidatorException: PKIX path building failed: sun.security.provider.certpath.SunCertPathBuilderException: unable to find valid certification path to requested target

Cause : The SSL handshake between the Oracle Enterprise Manager Connector Framework and the CASD Adapter failed. This failure occurs because Oracle Enterprise Manager is not configured correctly with the SSL certificate for the CASD Adapter. The SSL certificate the CASD Adapter uses must be imported into the Enterprise Manager keystore. The certificate is either missing from the keystore or does not match the SSL certificate provided by the CASD Adapter.

Solution : Verify that the CASD adapter has a valid SSL certificate, and that the certificate has been imported into the Enterprise Manager keystore.

The following instructions explain how to set up a certificate in the adapter and import the certificate into the Enterprise Manager keystore:

1. Install an SSL certificate in the adapter keystore. You must either install a self-signed certificate or install a certificate obtained from a Certificate Authority (CA).

   • To install a self-signed certificate, perform the steps specified in Installing a Self-Signed Certificate.

   • To install a certificate from a CA, perform the steps specified in Installing a Certificate from a Certificate Authority.

2. Restart the CASD adapter.

3. Import the SSL certificate from the adapter keystore into the Enterprise Manager keystore as documented in Importing the Adapter Certificate into Enterprise Manager.

javax.xml.soap.SOAPException: javax.xml.soap.SOAPException: Bad response: 404 Not Found from url

Cause : The port number or the path in the URL is incorrect.

Solution : Perform the following steps to correct the URL:

1. 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.

2. Log in to the Oracle Enterprise Manager console with an account that has Super Administrator privileges.

3. From the Setup menu of the Enterprise Manager console, select Extensibility, then Management Connectors.

   The Management Connectors page appears.

4. Click on the name of the CA Service Desk Connector.

   This invokes edit mode, enabling you to configure the connector.

5. Change the URL for the createTicket, getTicket, and updateTicket operations to the URL identified in step 1.

6. Click OK.

javax.xml.soap.SOAPException: javax.xml.soap.SOAPException: Message send failed: Connection refused

Cause : The host name/IP Address specified in the URL is valid, but not the system where CASD adapter is installed, or the CASD Adapter is down.

Solution : Verify that the host name/IP address configured for the connector is correct:

1. Determine the host name/IP address of the system where the CASD Adapter is installed.

2. Log in to the Oracle Enterprise Manager console with an account that has Super Administrator privileges.

3. From the Setup menu of the Enterprise Manager console, select Extensibility, then Management Connectors.

   The Management Connectors page appears.

4. Click on the name of the CA Service Desk Connector.

   This invokes edit mode, enabling you to configure the connector.

5. Verify that the host name/IP address specified in the URL for the createTicket, getTicket, and updateTicket operations are correct.

6. If the host name/IP address is incorrect, correct the URL and click OK.

If the host name/IP Address is correct, perform the following steps to check the status of the adapter and start it if necessary.

If the CASD Adapter is installed on a Unix system:

1. Open a command terminal on the system where the CASD Adapter is installed.

2. Change the working directory to the adapters/bin directory in the CASD Adapter installation directory.

3. Enter the following command:

   ./service.sh status

4. If the command indicates that the service is not running, enter the following command:

   ./service.sh start

If the CASD Adapter is installed on a Windows system:

1. Open a command terminal on the system where the CASD Adapter is installed.

2. Change the working directory to the adapters/log directory in the CASD Adapter installation directory.

3. Open the framework.log file in a text editor.

4. Go to the bottom of the file and search backwards for the string iWave Adapter Framework. If the last occurrence found is iWave Adapter Framework Started, this indicates that the web service is started.

5. If the web service is not started, start the web service based on how the web service is installed.

   • If it is installed as a standalone application, change the working directory to the adapters/bin directory and run the startAdapters.bat command file.

   • If it is installed as a Windows service, enter the net start iWaveAdapters command.

javax.xml.soap.SOAPException: javax.xml.soap.SOAPException: Message send failed: Connection timed out

Cause : A firewall is blocking access to the system where the CASD adapter is installed.

Solution : Contact your IT department to give Enterprise Manager access to the port the CASD adapter uses. 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. The port number specified in the URL is the port number the IT department should open in the firewall.

javax.xml.soap.SOAPException: javax.xml.soap.SOAPException: Message send failed: hostname

Cause : The system does not recognize the host name specified in the URL.

Solution : You can use the following options to address this issue:

• Coordinate with the system administrator to change the system configuration to recognize the host name.

• Specify the IP address in the URL instead of the host name. To do this, perform the following steps:

  1. Determine the IP address of the system where the CASD Adapter is installed.

  2. Log in to the Oracle Enterprise Manager console with an account that has Super Administrator privileges.

  3. From the Setup menu of the Enterprise Manager console, select Extensibility, then Management Connectors.

     The Management Connectors page appears.

  4. Click on the name of the CA Service Desk Connector.

     This invokes edit mode, enabling you to configure the connector.

  5. Change the host name to the IP address in the URL specified for the createTicket, getTicket, and updateTicket operations.

  6. Click OK.

javax.xml.soap.SOAPException: javax.xml.soap.SOAPException: Message send failed: No route to host

Cause : The IP address specified in the URL is invalid, or the network is down.

Solution : Verify that the host name/IP address configured for the connector is correct:

1. Determine the IP address of the system where the CASD Adapter is installed.

2. Log in to the Oracle Enterprise Manager console with an account that has Super Administrator privileges.

3. From the Setup menu of the Enterprise Manager console, select Extensibility, then Management Connectors.

   The Management Connectors page appears.

4. Click on the name of the CA Service Desk Connector.

   This invokes edit mode, enabling you to configure the connector.

5. Verify that the host name/IP address specified in the URL for the createTicket, getTicket, and updateTicket operations are correct.

6. If the host name/IP address is incorrect, provide the correct values and click OK.

If the URLs specify a host name, be sure that the host name resolves to the correct IP address. To determine the IP address of the host name, issue the ping <hostname> command, where <hostname> is the actual host name. This lists the IP address that was resolved for the host name. If this is incorrect, the system administrator needs to investigate why it is incorrect.

If the ping fails, the system administrator needs to investigate why there is no connectivity.

javax.xml.ws.soap.SOAPFaultException: Could not send Message.

Cause : The CASD Adapter could not connect to the CA Service Desk Server for one of the following reasons:

• The host name/IP address specified for the CA Service Desk Server is incorrect

• The port number specified for the CA Service Desk Server is incorrect

• The CA Service Desk Server is down

Solution : Perform the following steps to determine and correct the root cause of the problem:

1. Verify that the CA Service Desk Server is up. If it is not up, start the server.

2. Verify that the host name/IP address and the port number configured for the CA Service Desk Server are correct. Perform the following steps to determine the host name/IP address and port number configured for the CA Service Desk Server:

• Navigate to the adapters/conf directory in the CASD Adapter installation directory.

• Make a backup copy of the framework.properties file.

• Open the framework.properties file in a text editor.

• Search for the causd.webservice.endpoint.r11 property. This is the URL that is used to connect to the CA Service Desk Server.

• The host name/IP address and port number should be specified in the URL.

• Verify that the information is correct. If it is not correct, change the incorrect information and save the file.

• If the framework.properties file was modified, the CASD Adapter must be restarted to pick up the configuration change.

Error - invalid login name

Cause : The web service could not access the CA Service Desk Server because the user name specified for the CAUSD account is incorrect.

Solution : Perform the following steps to change the user name for accessing the CA Service Desk Server.

1. Navigate to the adapters/conf directory in the CASD Adapter installation directory.

2. Make a backup copy of the framework.properties file.

3. Enter the following command to change the user name, where <username> is the new user name to specify:

   ..\bin\propertiesEditor.bat -e causd.username=<username> framework.properties

   The propertiesEditor.bat script is specifically for the Windows platform. The equivalent script for Unix platforms is propertiesEditor.sh.

4. Restart the CASD Adapter.

Error - invalid login password

Cause : The web service could not access the CA Service Desk Server because the password specified for the CAUSD account is incorrect.

Solution : Perform the following steps to change the password for accessing the CA Service Desk Server.

1. Navigate to the adapters/conf directory in the CASD Adapter installation directory.

2. Make a backup copy of the framework.properties file.

3. Enter the following command to change the password, where <password> is the new password to specify:

   ..\bin\propertiesEditor.bat -e causd.password=<password> framework.properties

   The propertiesEditor.bat script is specifically for the Windows platform. The equivalent script for Unix platforms is propertiesEditor.sh.

4. Restart the CASD Adapter.

AHD03301: This operation requires Function Access for Requests equal to View or Modify

Cause : The web service could not access the CA Service Desk Server because the account specified does not have sufficient permissions.

Solution : There are two options to correct this problem. One option is to change the account permissions in CA Service Desk to allow the account to create/update incidents. The other option is to specify a different account that has the appropriate permissions. Perform the following steps to change the account for accessing the CA Service Desk Server.

1. Navigate to the adapters/conf directory in the CASD Adapter installation directory.

2. Make a backup copy of the framework.properties file.

3. Enter the following command to change the user name and password, where <username> is the new user name to specify, and <password> is the password for the new user:

   ..\bin\propertiesEditor.bat -e causd.username=<username> -e causd.password=<password> framework.properties
   

   The propertiesEditor.bat script is specifically for the Windows platform. The equivalent script for Unix platforms is propertiesEditor.sh.

4. Restart the CASD Adapter.