Alarms do not clear in Spectrum after closing Service Desk Manager tickets

Document ID : KB000045726
Last Modified Date : 14/02/2018
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Issue: 

When closing a ticket in Service Desk Manager (SDM) the subsequent alarm in Spectrum OneClick (OC) does not clear.

Reviewing the oc-notification.log in the $NX_ROOT/bin directory on the SDM machine may contains errors:

"Unable to translate Service Desk notification OneClick command"

 

It may also contain connection errors:

 

Error occurred - unable to process notification.Caused by:java.net.ConnectException: Connection timed out: connect	at java.net.DualStackPlainSocketImpl.connect0(Native Method)	at java.net.DualStackPlainSocketImpl.socketConnect(Unknown Source)	at java.net.AbstractPlainSocketImpl.doConnect(Unknown Source)	at java.net.AbstractPlainSocketImpl.connectToAddress(Unknown Source)	at java.net.AbstractPlainSocketImpl.connect(Unknown Source)	at java.net.PlainSocketImpl.connect(Unknown Source)	at java.net.SocksSocketImpl.connect(Unknown Source)	at java.net.Socket.connect(Unknown Source)	at java.net.Socket.connect(Unknown Source)	at sun.net.NetworkClient.doConnect(Unknown Source)	at sun.net.www.http.HttpClient.openServer(Unknown Source)	at sun.net.www.http.HttpClient.openServer(Unknown Source)	at sun.net.www.http.HttpClient.<init>(Unknown Source)	at sun.net.www.http.HttpClient.New(Unknown Source)	at sun.net.www.http.HttpClient.New(Unknown Source)	at sun.net.www.protocol.http.HttpURLConnection.getNewHttpClient(Unknown Source)	at sun.net.www.protocol.http.HttpURLConnection.plainConnect(Unknown Source)	at sun.net.www.protocol.http.HttpURLConnection.connect(Unknown Source)	at sun.net.www.protocol.http.HttpURLConnection.getInputStream(Unknown Source)	at OneClickNotification.sendRequest(OneClickNotification.java:288)	at OneClickNotification.main(OneClickNotification.java:74)

 

Cause: 

This can be caused by improper configuration of the SDM <-> OC Integration.

Resolution:

1. On the SDM machine, go into $NX_ROOT/bin

2. Open oc-integration.cfg file

3. Confirm all the OneClick settings in this file, especially the port.

The information in this file should be able to make a connection to the OneClick machine via HTTP.

server=OneClick Hostname

port=OC Port

path=spectrum

user=Administrator

 

password=

 

All fields can be updated in this file besides the password.  If the password needs to be updated, please run the OneClickIntegrationSetup executable again.