Some configuration items and relationships are not transferring from Service Desk Manager (SDM) to Service Operations Insight (SOI)

Document ID : KB000008819
Last Modified Date : 14/02/2018
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Issue:

I have an environment with Service Desk Manager (SDM) integrated with Service Operations Insight (SOI) with the SDM Catalyst Connector. Some CIs and relationships that should pass from SDM into SOI are not being created. I have confirmed that required fields are populated, but it's still inconsistent. 

Cause:

This may occur if the "useServiceFilter" option is enabled in the SDM Catalyst Connector.

The value useServiceFilter, when enabled, is used by the container and SOI to filter out relationships that are not part of any imported services. It may be desirable to include relationships and associated CIs that are not associated to imported services.

Resolution:

1. Log into the SOI interface, and review the configuration settings for the SDM Connector. Find the property "useServiceFilter" and set to "false" and Save.

 

2. Log into the server where the SDM Connector is installed and stop the services for the connector.

 

3. Search in the following files for the property. Set the values to "false" if it is present in the file.

 

%INSTALL PATH%\Catalyst\CatalystConnector\connector_registry\topology\physical\%HOSTNAME%_CatalystConnector\modules\configuration\ServiceDeskManagerConnector.conf 


and


%INSTALL PATH%\Catalyst\CatalystConnector\registry\topology\physical\%HOSTNAME%_CatalystConnector\modules\configuration\ServiceDeskManagerConnector.conf 

Edit each file, find 

4. Delete all files inside %INSTALL_PATH%\Catalyst\CatalystConnector\container\registry-cache folder before starting connector services.

 

Changing this value should have minimal impact on the performance of the environment.

Additional Information:

Further information on the SDM Catalyst Connector: https://docops.ca.com/ca-service-management/14-1/en/troubleshooting/troubleshooting-ca-service-desk-manager-connector

Further information on SOI: https://docops.ca.com/ca-service-operations-insight/4-2/en