Error in CA Service Desk Manager when triggering a Process Automation process

Document ID : KB000008274
Last Modified Date : 14/02/2018
Show Technical Document Details
Issue:

When CA Service Desk Manager is integrated with CA Process Automation Manager, and you attempt to trigger a PAM process from SDM, the system may throw an error as follows:

09/10 21:52:35.37 SDM_SERVERNAME spelsrvr 1876 ERROR macro.spl 1017 Error creating ITPAM workflow (/ABC_Company/CASD_Close_Incident): The specified user ID, password, or token is invalid. 

Environment:
CA Service Desk Manager (ALL VERSIONS)Integration with CA Process Automation Manager
Cause:

This may be caused by a rogue value in one of the options manager options for the CA Process Automation Manager integration.

Resolution:

To resolve this problem, try to update the following options in CA Service Desk Manager - Options Manager, by erasing the current value and retyping the appropriate value:

1. caextwf_eem_hostname - make sure its the correct EEM instance that CA PAM is configured to use 

2. caextwf_ws_password - here, edit the option, then erase and re-enter the appropriate password for the CA PAM user you are using to access PAM from SDM 

3. caextwf_ws_user - make sure that the proper username is in here without any trailing spaces etc.