Service Desk ITPAM processes are not performing updates

Document ID : KB000102301
Last Modified Date : 21/06/2018
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Issue:

Scenario:

- One creates a change order and the end user is presented with a risk survey

- Once the end user completes the risk survey, a custom configuration would have ITPAM act on the completion of that survey, to kick off a process on ITPAM to change the status of the given Change Order. 

Observation:
The ITPAM process does not activate, and the CO status remains as it is.
 

Logging reports:

1/01 10:00:00.00 SERVER1    spelsrvr             1916 ERROR        macro.spl             1017 Error creating ITPAM workflow (/Change Management/Processes/ChgType_Val): Malformed for ITPAM Service

1/01 10:00:00.00 SERVER1    animator_nxd         5956 ERROR        animator_nxd.c        2723 Method 2 failed for event Risk Updated non MKS in animator ANI:400149 (chg:442038) for atev:4077991

Issue presents in a new instance of Service Desk that is being implemented.  The same process does work in other instances.

Cause:
ITPAM configuration is missing in Service Desk. 

In a working NX.env, if one searches for all variables that contain the string "WF", there will be a series of entries that read as:
@NX_TOMCAT_INSTALL_DIR_CAWF=E:/CA/SC/tomcat/7.0.23 
@NX_CAWF_CATALINA_BASE=$NX_ROOT/bopcfg/www/CATALINA_BASE_WF 
@NX_CAEXTWF_EEM_HOSTNAME=EEMSERVER1 
@NX_CAEXTWF_ENDPOINT=http://PAMSERVER1:9090/itpam/soap 
@NX_CAEXTWF_LOG_CATEGORIES=NoVaLue 
@NX_CAEXTWF_PROCESSDISPLAY_URL=http://PAMSERVER1:9090/itpam/Web.jsp?page=runtimeeditor&ROID= 
@NX_CAEXTWF_RETRY_COUNT=3 
@NX_CAEXTWF_RETRY_INTERVAL=10 
@NX_CAEXTWF_WORKLIST_URL=http://PAMSERVER1:9090/itpam?page=tasklist 
@NX_CAEXTWF_WS_PASSWORD=<omitted>
@NX_CAEXTWF_WS_USER=CAServiceDesk 

In a non-working install, the same test indicates:
@NX_TOMCAT_INSTALL_DIR_CAWF=E:/CA/Service Desk Manager/tomcat/8.5.6 
@NX_CAWF_CATALINA_BASE=$NX_ROOT/bopcfg/www/CATALINA_BASE_WF

 
Resolution:
One will need to go into Service Desk as an Administrative User, under "CA ITPAM Workflow", install and configure all necessary options.