Tech Tip: SOI - SNow Helpdesk ticket creation fails

Document created by Brahma Employee on Nov 18, 2014
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Problem:

SOI is integrated with ServiceNow for helpdesk ticket creation. When trying to submit a Ticket by right clicking on an alert in SOI Console and choose Create Ticket action, it throws an error

 

    "create ticket error.See CA Process Automation Workflow"

 

Solution:

Please check \SOI\tomcat\logs\soimgr-debug.log for below exception...

 

    UniversalHelpDesk(HDIsTicketClosed): sun.security.validator.ValidatorException: PKIX path building failed: sun.security.provider.certpath.SunCertPathBuilderException: unable to find valid certification path to requested target

 

If the above exception found, then we might need to upload the latest SNow certificate to http://<SOI Manager>:7090/sam/admin -> SSL Certificates and recycle SOI Manager services.

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