Integrating with CA Service Desk › How to Configure a CA Service Desk Integration › Review CA Service Desk Integration Troubleshooting

Review CA Service Desk Integration Troubleshooting

If you cannot connect to CA Service Desk or create CA Service Desk tickets in CA SOI, do the following to troubleshoot CA Service Desk connection problems:

• Verify that the connection settings are correct on the Help Desk Configuration page of the Administration UI. Click Test to test the connection.
• If CA Service Desk is configured for SSL, verify that you selected the SSL check box. The integration does not work if this check box is not synchronized with the CA Service Desk SSL configuration.

  For more information, see Export CA Service Desk SSL Certificate.

• Try to access the following CA Service Desk URL independent of CA SOI:

  http://ServiceDeskServer:ServiceDeskPort/axis/services/
  USD_R11_WebService?wsdl
  

  Note: The default CA Service Desk port is 8080.

  If you cannot reach this URL, do the following:

  • Verify that the Service Desk Web Services component is installed on the CA Service Desk system. This component must be installed for the integration to work.
  • See the CA Service Desk documentation.
• If you are using CA Service Desk r12.1 that has been upgraded from a previous release, clear the CA Service Desk browser cache.