CA IT Client Manager Service Desk API Validation Tool - CA Technologies
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CA IT Client Manager Service Desk API Validation Tool

Last Updated: May 28, 2009

This document includes these topics:

Description:

Within CMS we offer ServiceDesk integration. This integration consists of many parameters and configurations and is dependent on multiple other applications and installations. The ServiceDesk API tool is able to check connections from CMS to ServiceDesk and will write special logs and print diagnostic information to find a root cause for existing problems. The tool is able to utilize the same mechanism used by CA IT Client Manager to login from outside the product, thereby allowing Support and/or the Customer to

  • Verify that the interface is working

  • If it's not working, help to identify the point of failure

This tool is a standalone command line tool which has command line help to assist in its use. It is provided by CA Support to clients, either directly for use in diagnosing particular problems, or as client downloadable "self-help" binaries. When run, it will produce progress output along with log files detailing what was done and what was found. The resultant log files should be readable to allow self-diagnosis of problems. Alternatively, they can be provided to CA Support for more detailed analysis.

Installation:

The diagnostic part consists of sddiag.exe and cmdeskwebdia.dll. Copy these files on any CMS manager machine where ServiceDesk integration is enabled. The tool runs through a set list of tasks and can be controlled by specifying options on a command line. During tests the current ServiceDesk data store will not be modified/altered.

Diagnostics:

Below is a sample output of SDDiag command with -all option running in a dos box.

The test tool will write the input and output logs from SOAP to the current working directory. The 3 files are recv.log, sent.log and test.log and are used to identify SOAP/Webservices problems.

If the user runs the SDDiag tool without parameters the below help message is shown.

SDDiag [-all]
[-dbcredentials]
[-sdcredentials]
[-testdb]
[-testsd]
[-runsd <nr of runs>]

-all

Do all tests which are possible

- dbcredentials

Read the database credentials from the local comstore.

-sdcredentials

Read the ServiceDesk credentials from comstore

-testdb

Test the database credentials via the configured database (connection test)

This option includes the dbcredentials option -testsd

Test the ServiceDesk credentials via the configured ServiceDesk installation (login to ServiceDesk) This option includes the sdcredentials option.

-runsd <nr of runs>]

Do some cycling tests e.g. login and reads bopsid several times from ServiceDesk webservice via gsoap. The nr of runs parameter is the nr of bopsid calls during this test. The output will write the time elapsed during the certain ServiceDesk commands to identify time consuming or timeout errors. This option includes the -sdcredentials option.

Samples:

ServcieDesk integration OK

A sample output of SDDiag running on a manager where ServiceDesk integration is enabled will look like this (comments to outputs in BOLD)

C:tmp>SDDiag.exe -all
getting db credentials from manager vm2-sql-mariano.ca.com..
SDDiag reads the current manager from comstore
db credentials from manager vm2-sql-mariano.ca.com..
Database configuration for 'default'
Server = [vm2-sql-mariano]
Instance = []
SQLType = [SQLServer]
Name = [mdb]
Username = [ca_itrm]
Password = [****]
Database credentials are read from comstore
doing db connection test to manager via db credentials vm2-sql-mariano.ca.com..
SDDiag does a test connection to the db from the configured credentials
connection test to db OK..
reading sd credentials from comstore on manager vm2-sql-mariano.ca.com..
user = [ServiceDesk]
Password = [ServiceDesk]
managed = [notmanaged]
policy = [MANAGED_ASSET_EVENTS]
sdEnd = [https://vm2-sql-mariano:8080/axis/services/USD_R11_WebService]
idField = [summary]
enabled = [1]
SDDiag reads the ServiceDesk credentials from comstore
creating IDesk Object for service desk test..
creating IDesk Object OK..
SDDiag creates a ServiceDesk IDesk object to do a login to service desk
login:result 0 WSDESK_ERR_OK ...
a ServiceDesk login was successfully
doing service desk test :1 times
start 0-----------------------------------------------
login:result 0 WSDESK_ERR_OK ...
login:result 0 sid:1213420258.....
got sid from ServiceDesk after log in
time after login: min:0 sec:0
getBopSid from sid:1213420258.....
getBopSid:result 0 bopsid:109227075.....
a bopsid was read from ServiceDesk
time after bopsid: min:0 sec:0
logout:.....
login:result 0 WSDESK_ERR_OK ...
end 0------------------------------------------------

By default (option -all) SDDiag does 1 connection to ServiceDesk and reads/creates a bopsid via ServiceDesk

Please look for gsoap logs in below directory C:tmp

sent.log located:C:tmpsent.log
recv.log located:C:tmprecv.log
test.log located:C:tmptest.log

The above 3 logiles are created by gsoap and could be used to identify issues within the webservice communication. These logs should be always added to a diagnostic run.

File Description

SENT.log The SOAP content transmitted by the application
RECV.log The SOAP content received by the application
TEST.log A log containing various activities performed by the application

Caution: The client and server applications may run slow due to the logging activity.

ServcieDesk service down

A sample output of SDDiag running on a manager where ServiceDesk integration is enabled and the ServiceDesk service is not running will look like this (comments to outputs in BOLD)

C:tmp>SDDiag.exe -all
getting db credentials from manager vm2-sql-mariano.ca.com..
db credentials from manager vm2-sql-mariano.ca.com..
Database configuration for 'default'
Server = [vm2-sql-mariano]
Instance = []
SQLType = [SQLServer]
Name = [mdb]
Username = [ca_itrm]
Password = [****]
doing db connection test to manager via db credentials vm2-sql-mariano.ca.com.
connection test to db OK..
reading sd credentials from comstore on manager vm2-sql-mariano.ca.com..
user = [ServiceDesk]
Password = [*****]
managed = [notmanaged]
policy = [MANAGED_ASSET_EVENTS]
sdEnd = [https://vm2-sql-mariano:8080/axis/services/USD_R11_WebService]
idField = [summary]
enabled = [1]
creating IDesk Object for service desk test..
creating IDesk Object OK..
login:result -6 WSDESK_ERR_TIMEOUT probably service desk service down...
login:result -6 WSDESK_ERR_TIMEOUT probably service desk service down...
doing service desk test :1 times
start 0-----------------------------------------------
login:result -6 WSDESK_ERR_TIMEOUT probably service desk service down...
login:result -6 sid:0.....
time after login: min:0 sec:0
getBopSid from sid:0.....
login:result -6 WSDESK_ERR_TIMEOUT probably service desk service down...
getBopSid:result -6.....
time after bopsid: min:0 sec:0
logout:.....
login:result -6 WSDESK_ERR_TIMEOUT probably service desk service down...
end 0------------------------------------------------
please look for gsoap logs in below directory C:tmp
sent.log located:C:tmpsent.log
recv.log located:C:tmprecv.log
test.log located:C:tmptest.log

when looking to the corresponding test.log file which was created by gsoap you will find this:

Connect/reconnect to host='vm2-sql-mariano' path='axis/services/USD_R11_WebService' port=8080
Open socket 228 to host='vm2-sql-mariano'
Connect timeout

ServiceDesk wrong password

A sample output of SDDiag running on a manager where service desk integration is enabled but the service desk user uses a wrong password will look like this (comments to outputs in BOLD)

C:>SDDiag.exe -testsd
reading sd credentials from comstore on manager LOD518-002.ca.com..
user = [ServiceDesk]
Password = [*****]
managed = [notmanaged]
policy = [MANAGED_ASSET_EVENTS]
sdEnd = [http://vm2-sql-mariano:8080/axis/services/USD_R11_WebService]
idField = [summary]
enabled = [1]
creating IDesk Object for service desk test..
creating IDesk Object OK..
login:result 12 WSDESK_ERR_AUTHENTICATION wrong log on user name/password...
login:result 0 WSDESK_ERR_OK ...
please look for gsoap logs in below directory C:
sent.log located:C:\sent.log
recv.log located:C:\recv.log
test.log located:C:\test.log

when looking to recv.log you will find this:
<faultstring>Error - invalid login password</faultstring>

Error codes:

#define WSDESK_ERR_OK                0  /*!< No error */                                        #define WSDESK_ERR_UNKNOWN           1  /*!< General unspecific error code */                                                                               #define WSDESK_IS_NOT_ENABLED       -2  /*!< In the comstore, isEnabled is set to                                        false*/                                                                               #define WSDESK_ERR_NO_DATABASE      -3  /*!< This method requires a database connection                                        and none is available */                                                                               #define WSDESK_ERR_DATABASE         -4  /*!< A database call failed */                                                                               #define WSDESK_ERR_TICKETSTATUS     -5  /*!< Unable to retrieve ticket status */                                                                               #define WSDESK_ERR_TIMEOUT          -6  /*!< Service is down */                                                                               #define WSDESK_ERR_ACCESS_DENIED    -7  /*!< getBopSid failed, probably because                                        the username was incorrect */                                                                               #define WSDESK_ERR_INVALID_ASSET    -8  /*!< the supplied asset uuid does not correspond                                        to a valid asset entry */                                                                               #define WSDESK_ERR_AUTHENTICATION   12                                                                               #define WSDESK_ERR_COMMS            20                                                                                                                                                                                                

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