When trying to create a ServiceNow ticket from SOI console, got an error "Alert ID XXXXXXXXX - Service Desk is not configured.

Document ID : KB000004110
Last Modified Date : 14/02/2018
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Issue:

When the alerts on SOI console are not able to automatically create tickets in ServiceNow, please go to SOI console, right click on the alert and click on “Take Action”. After you have selected the right action and received an error below.

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Please go to SOI manager and open soimgr-debug.log under \CA\SOI\tomcat\logs. If you can find the below error message, then this KB article will be applicable for you.

[PoolThread-4032: GlobalPool => ActionService] escalation.ITPAMWSClient.SoapCall2ITPAM(361)  - Error occurred during checkServerStatuscom.sun.xml.messaging.saaj.SOAPExceptionImpl: java.security.PrivilegedActionException: com.sun.xml.messaging.saaj.SOAPExceptionImpl: Message send failed

 

Environment:
SOI 3.x, SOI 4.x
Cause:

This is because SOI manager is not able to connect to ITPAM service to send the messages.

Resolution:

1. Open http://<ITPAM-hostname>:port/itpam/soap?wsdl in a browser and check if you are able to connect to this link.

2. If this link is not accessible, please log into ITPAM server. Go to Windows Services, and check if “CA Process Automation Orchestrator” is running. If it stopped, please     start the service.

3. Now you can check if this link http://<ITPAM-hostname>:port/itpam/soap?wsdl is accessible.

 

4. If this ITPAM link is accessible, you will be able to create ServiceNow tickets from SOI console.