The Service Desk connector status in SOI is online but when a attempt is made to open tickets from SOI to Service desk connector, the error states that SOI has lost contact with the Service Desk connector.
Tomcat is used by SOI to communicate with Service Desk. Verify the following:
1. Check the status of Tomcat service by reviewing the pdm_tomcat.log file and running the Windows command
pdm_tomcat_nxd -c status.
2. If there are errors and the Tomcat service is stopped, restart Tomcat by running the Windows command
pdm_tomcat_nxd -c stop
wait a minute
pdm_tomcat_nxd -c start