EE_AUTHFAILED Error in CA Service Desk Manager after changing the CA Process Automation integration user Password in LDAP

Document ID : KB000044184
Last Modified Date : 14/02/2018
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Symptoms: 

The integration between CA Service Desk Manager (SDM) and CA Process Automation (PAM) stopped working after customer performed the following actions:

  1. Changed the password from SDM integration user with PAM in LDAP;
  2. Adjusted the caextwf_ws_password option in CA IT PAM Workflow settings;
  3. A quick test showed all was working: he was able to edit a Workflow Task and access the PAM folder where the process definition is created in PAM.

However, after some time using SDM, the tickets running with Categories or Areas integrated with PAM were not getting the Tasks created.

The following errors were in the stdlog files:

pdm_proctor_nxd      4212 SIGNIFICANT  STDIO                    0 EE_AUTHFAILED Authentication Failed

spelsrvr:primary:    5020 ERROR        macro.spl             1017 Error creating ITPAM workflow (/MYFOLDER/process/notify_ticket_solution): Error using

EEM at mysdmserver EE_AUTHFAILED Authentication Failed 

 

Environment:  

CA Service Desk Manager r12.9 and 14.1 Advanced Availability 

 

Resolution:

Although the configuration of caextwf_ws_password doesn't require a SDM recycle, as well as the test ran showed the new password was being recognized by SDM, a failover is necessary so all caches are equalized.