Service Catalog integration with CA Service Desk Manager 17.1 fails

Document ID : KB000092883
Last Modified Date : 21/06/2018
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Issue:
When testing the integration from Service Catalog to Service Desk Manager 17.1, the application fails showing:

Error occurred while trying to connect. Please check your configuration and server availability

view.log shows:

TRACE [http-bio-8080-exec-22] [Configuration] In queryConfigurationObjects for domain/groupName : INSTALLED_DEFAULT/servicedesk
TRACE [http-bio-8080-exec-22] [AbstractWebserviceManager] WS URL Full Address = http://<service_desk_hostname>:8080/axis/services/USD_R11_WebService
TRACE [http-bio-8080-exec-22] [AbstractWebserviceManager] WS Class Name= com.ca.usm.webservices.ServiceDeskWebserviceManager
TRACE [http-bio-8080-exec-22] [AbstractWebserviceManager] pki:CASM_POLICY:C:/Program Files/CA/Service Catalog\CASM_POLICY.p12:CASMAdmin:3:15
TRACE [http-bio-8080-exec-22] [ServiceDeskWebserviceManager] begin:loginMethodPki
TRACE [http-bio-8080-exec-22] [ServiceDeskWebserviceManager] begin:loginMethodPki-2:http://<service_desk_hostname>:8080/axis/services/USD_R11_WebService




When clicking on Launch, it shows up 404 HTTP error and creates the SDM URL without context. Only http://<service_desk_hostname>:8080/
Environment:
Service Catalog 14.1 and later
Service Desk Manager 17.1
Cause:
The "Preview Session Can Update Database" option is checked for the user being used as contact proxy in the policy used for the integration between Service Catalog and Service Desk Manager.
 
Resolution:
1. Take note of the policy being used in the integration from CA Service Catalog: Administration > Configuration > CA Service Desk Manager > See the Policy Code.
2. Log into Service Desk Manager > Administration > SOAP Web Services Policy > Open the policy being used (step above) > Click on the Proxy Contact > Take note of the Access Type
3. Open the Access Type > Go to 2. Web Screen Painter > Un-check "Preview Session Can Update Database" > Save Changes.