UIM - SDM Validation failed error

Document ID : KB000073055
Last Modified Date : 16/03/2018
Show Technical Document Details
Introduction:
When integrating CA UIM and CA ServiceDesk Manager, the Validation fails from the sdgtw probe Connection Details Page

The probable causes would normally be:
  1. Incorrect information provided in the Connection Details Page
  2. Issues in Communication between CA UIM hub and the CA ServiceDesk Manager Server
We shall be discussing more about it in the following technical document
Question:

What are the probable causes of Validation Failed error when integrating CA UIM and CA ServiceDesk Manager?

error message

Environment:

In the following document, the environment details are:

  1. CA UIM - 8.51
  2. CA ServiceDesk Manager - 14.1
  3. sdgtw probe - 1.40
  4. SOAP Protocol - http
  5. REST Protocol - http
  6. SOAP Port - 8080
  7. REST Port - 8050
Answer:

Step 1:
=======

Ensure the CA Service Desk Manager server administrator user is able to successfully login on to the Service Desk Portal from below Web Address (use http or https in accordance with how this has been implemented in your environment):

http://<IP-Address(or)Hostname-of-ServiceDeskManager>:<SOAP_PORT_Number>/CAisd/pdmweb.exe

A successful login should be similar to below:

CA ServiceDesk Manager Login Page from the web browser:

CA ServiceDesk Manager successful login via ServiceDesk username

CA ServiceDesk Manager Successful login:

CA ServiceDesk Manager successful login via ServiceDesk username

Step 2:
=======

In the CA Service Desk Manager Connection Details page, verify the details provided

Path:

From Admin Console -> Select the end Hub -> Robots -> select the end Robot -> select Probes -> click on the three vertical dots ... beside sdgtw like below:

sdgtw probe configuration button

-> Now, click on the configure option:

Click configure option

-> In the Probe Configuration Window -> under sdgtw ->  Available Service Desks -> CA Service Desk Manager -> CA Service Desk Manager Connection Details page


-> Verify the information provided is correct, you may want to special attention to the SOAP and REST Protocol and Port numbers

sdgtw probe connection details page

Step 3:
=======

In the sdgtw probe information page, provide the complete path for the nas and the hub probes if remotely installed

Path: Admin Console -> Select the end Hub -> Robots -> select the end Robot -> select Probes -> click on the three vertical dots ... beside sdgtw like below:

sdgtw probe configuration button

-> Now, click on the configure option:

Click configure option

-> In the Probe Configuration Window -> sdgtw

-> Provide the complete path for the nas and the hub probes (format is /<Domain Name>/<Hub Name>/<System Name>/nas (or) hub):

Nas and Hub probes complete path exampe if remotely installed

Step 4:
=======

Verify ports are not blocked

From the UIM Robot where the probe sdgtw is deployed, do a "telnet" to the Service Desk Manager Server through the “SOAP” and “REST” ports as below:


To telnet to the SOAP Port:
===========================

To telnet to the SOAP Port, run the below command:

telnet <IP-Address(or)Hostname-of-ServiceDeskManager> <SOAP Port Number>

If the port is open, then upon running the above command, you would see a new blank screen similar to below which would mean the connection to the SOAP Port is fine:

Successful telnet connection to SOAP Port

If the port is blocked, then upon running the above command, you would see "Connect failed message"  similar to below which would mean there are communication issues, probably, the SOAP Port is blocked and you may need to involve the Systems Admin to get the Port Opened:

Connect failed
 

To telnet to the REST Port:
===========================

To telnet to the REST Port, run the below command:
 
telnet <IP-Address(or)Hostname-of-ServiceDeskManager> <REST Port Number>

If the port is open, then upon running the above command, you would see a new blank screen similar to below which would mean the connection to the SOAP Port is fine:

Successful telnet connection to SOAP Port

If the port is blocked, then upon running the above command, you would see "Connect failed message"  similar to below which would mean there are communication issues, probably, the REST Port is blocked and you may need to involve the Systems Admin to get the Port Opened:

REST port blocked

 

Step 5:
=======

The SOAP Connectivity does not happen

To test SOAP Connectivity, from the web browser, type the following (use http or https in accordance with how this has been implemented in your environment) from the UIM Robot where the probe sdgtw is deployed and ServiceDesk Manager Servers:

http://<IP-Address(or)Hostname-of-ServiceDeskManager>:<SOAP_PORT_Number>/axis/services/USD_R11_WebService?wsdl

If you see the output similar to below, the SOAP communication is fine:

Successful SOAP Connection

If you see the output similar to below, the SOAP communication is not fine and you would need to involve your CA ServiceDesk Administrator:

Unsuccessful SOAP Connection

Step 6:
=======

The REST Connectivity does not happen

To test REST Connectivity, from the web browser, type the following (use http or https in accordance with how this has been implemented in your environment) from the UIM Robot where the probe sdgtw is deployed and ServiceDesk Manager Servers:

http://<IP-Address(or)Hostname-of-ServiceDeskManager>:8050/caisd-rest/rest_access

If you see the output similar to below, the REST communication is fine:

REST Connection Successful

If you see the output similar to below, the REST communication is not fine and you would need to involve your CA ServiceDesk Administrator:

REST communication failed
 
Additional Information:
For additional reading please click here