In the USS Data Source for Service Desk Manager, when attempting to test the Service Desk REST URL for Mobile APP an error is generated stating that there was an error connecting to the URL.

Document ID : KB000008612
Last Modified Date : 14/02/2018
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Issue:

The following error is generated when attempting to connect to the Service Desk REST URL for Mobile APP:

"Error connecting to ServiceDesk Manager REST URL"

With the logging turned up to ALL through the USS Group Control Panel, the following is noted in the USS Liferay Log:

 

WARN [ExternalSourceData:313] Error occurred while testing of the WADL: SDM Mobile APP URL/caisd-rest/rest_access/?_wadl 

javax.net.ssl.SSLException: Received fatal alert: protocol_version 

Environment:
USS 14.1, 17.0SDM 14.1, 17.0
Cause:

If the "Received fatal alert: protocol_version" error is received in the Liferay log, then this generally refers to a TLS mismatch in the environment.

Resolution:

Running a SSLTest.java from https://wiki.apache.org/tomcat/tools, against the SDM host name will generate a list of TLS protocols which are accepted.

 

By default USS uses Java 1.7, as per: https://blogs.oracle.com/java-platform-group/diagnosing-tls,-ssl,-and-https, Java 1.7 defaults to TLSv1.

 

If TLSv1 is not listed as a supported version from the SSLTest.java, adding the supported version such as: "wrapper.java.additional.27=-Dhttps.protocols=TLSv1.1,TLSv1.2" to the USS wrapper.conf file located in the following location: USSROOT\SelfService\OSOP\tomcat-7.0.40\bin should address the issue.

 

Then recycle USS services and the Mobile APP Data Source should be able to connect.