EEM was unresponsive and CA Service Desk Managers users could not authenticate

Document ID : KB000046004
Last Modified Date : 14/02/2018
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Problem: 

Customer disabled 1 AD among 4 from the environment, as that one would not be necessary anymore, and all users could not authenticate to to CA Service Desk Manager (SDM).

 

Environment:  

CA Service Desk Manager r12.9 CF1, r14.1

EEM 12.51

 

Cause: 

With the usage of EEM 12.51 with SDM 12.9 CF1 or r14.1 we don't expect to see such behavior occurring, as EEM is able to recognize from which AD server the user belongs to. However, in this case, customer does not have the domain name set as part of the userid as part of the contact information.

This causes EEM to search one user among all ADs configured. With one AD out but still configured in EEM, it tries to search for the user trying to login to SDM on that AD. As it is out (not working), EEM fails to authenticate, generating the error reported by customer.

 

Workaround:

There are 2 possible solutions:

1. The immediate one is to remove from the EEM configuration the AD which needs to be stopped. This does not require EEM or SDM to be recycled in order to take effect. 

2. The permanent one is to add the domain name to the userid information in the ca_contact table. E.g.: domain\userid.

This prevents EEM from searching for that specific user on all ADs, and in case one of the ADs is out - no matter what the reason is - only the users belonging to that specific AD will be affected.