SOI - Error while creating Escalation Policies

Document ID : KB000101253
Last Modified Date : 13/06/2018
Show Technical Document Details
Issue:
While trying to create a new Escalation Policy in SOI I get the error: “Rule not compiled” Even when I try to create an empty policy where I just put in a name without any rules and then clicked OK to save the policy. I also get the following error in soimgr.log: 2018-06-05 11:09:49,791 INFO  [http-bio-0.0.0.0-7090-exec-9] ?.?(?)  - java.lang.NullPointerException (you will find the rest of the error in the attached logs)   After testing around, it is possible to create an Escalation Policy when you disable it before saving. After saving the disabled policy you can enable it again.
Environment:
Windows
SOI 4.0 & 4.2
Cause:
This is due to custom UHD integration with SSL enabled with key stores and the below error in soimgr-debug.log indicating this problem is with UHD SSL connection. 

ERROR [ServletInit] escalation.UniversalHelpDesk.HDInitialize(47) - Failed to initialize SOI Integration Manager 
com.ca.services.soi.SOIException: Failed to initialize SSL Caused by: java.io.IOException: failed to decrypt safe contents entry: javax.crypto.BadPaddingException: Given final block not properly padded
User-added image
Resolution:
One of the custom keystores had a defect. After repairing it, that the escalation policies are started working again.