Service Desk is successfully integrated with CA Desktop and Server Management (DSM) but the Common Asset Viewer fails to open.

Document ID : KB000050862
Last Modified Date : 14/02/2018
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Description:

When launching the Common Asset Viewer to view a Configuration Item created by DSM from the Service Desk Configuration Item Detail screen, the following error is displayed and the Common Asset Viewer fails to open:

Error: An invalid URL was specified; Login failed for user 'ca_itrm_ams'.

Solution:

Check that the correct password is set for the user named ca_itrm_ams in the AMS.properties file using the following steps:

  1. Backup and then open the file named AMS.properties that is located in the folder: $NX_ROOT\bopcfg\www\CATALINA_BASE\webapps\AMS\WEB-INF\classes.

  2. Locate the line:
    dsm_domain_db_password= 
  3. Set the value of the dsm_domain_db_password parameter to the correct password for user ca_itrm_ams.

  4. Save the file and restart the Tomcat service as follows:
    pdm_tomcat_nxd -c stoppdm_tomcat_nxd -c start
NOTE: It is recommended that you take a backup of the AMS.properties file prior to making any modifications to it.