Usual causes of the error:
In the document, the environment details are as follows:
- CA UIM 8.51 integrated with CA ServiceDesk Manager 14.1
- Probe deployed: sdgtw
- SOAP and REST Protocols - http
- SOAP Port - 8080
- REST Port - 8050
Cause 1 -> Incorrect details
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In the Connection Details page, please re-check the information provided is correct, you may want to special attention to the SOAP and REST Protocol and Port numbers
Cause 2 -> if the nas and hub probes are remotely installed, provide the complete path in the sdgtw probe information page
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If the nas and hub probes are remotely installed, provide the complete path for the nas and the hub probes (format is /<Domain Name>/<Hub Name>/<System Name>/nas (or) hub) in the sdgtw probe information page
Cause 3 -> Ports blocked for communication:
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From the UIM Primary Hub Server, telnet the Service Desk Manager Server through the “SOAP” and “REST” ports as below:
To telnet 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 should see a new blank screen like below which would mean there is not an issue with the port:
If you see the below Connect Failed screen, most likely the port 8080 is blocked for communication, consult your Systems Administrator to open the port:
To telnet 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 should see a new blank screen like below which would mean there is not an issue with the port:
If you see the below Connect Failed screen, most likely the port 8050 is blocked for communication:
Probable Causes:
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- Communication problems, firewall could be blocking the port 8050, consult your Systems Administrator
Cause 4 -> the SOAP Connectivity does not happen:
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To test SOAP Connectivity, launch web browser, type the following (use http or https according to how this has been configured in your environment) from your UIM Hub 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:
If you see the output similar to below, the SOAP communication is not fine:
Probable Causes:
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- Communication problems, firewall could be blocking the port 8080, Communication problems, firewall could be blocking the port 8050, consult your Systems Administrator
- The Services on the ServiceDesk Manager are not running, consult your CA Service Desk Administrator
Cause 5 -> the REST Connectivity does not happen:
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To test REST Connectivity, launch web browser, type the following (use http or https according to how this has been configured in your environment) from your UIM Hub and ServiceDesk Manager Servers:
http://<ServiceDeskManager IP Address>:8050/caisd-rest/rest_access
If you see the output similar to below, the REST communication is fine:
If you see the output similar to below, the REST communication not is fine:
Probable Causes:
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1. The REST API is not configured, consult your CA Service Desk Administrator