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.