Troubleshooting web services

This topic provides suggestions for troubleshooting issues using web services. It includes the following sections:

Troubleshooting workflows triggered using web services

When troubleshooting workflows that were triggered using web services, you can examine web service requests to determine if the requests were successfully received and processed by the BMC Atrium Orchestrator server.

The following BMC Communities video (4:11) demonstrates how to capture incoming web service requests for troubleshooting purposes.

 https://youtu.be/lCX2dsEamXU

Troubleshooting REST API calls accessing APs

If REST API access on an AP fails, ensure that the authentication.xml file exists in the AO_HOME/config directory (where AO_HOME represents the directory in which the AP is installed) and that the values in it point to a valid external Remedy SSO instance that is used by the repository, CDP, or HA-CDP (if using an embedded Remedy SSO instance) or a valid external Remedy SSO instance (if using an external Remedy SSO).

If there is no authentication.xml file, create one that contains the following contents (this example points to a Remedy SSO instance on a CDP):

<?xml version="1.0" encoding="ISO-8859-1"?>
<authentication>
  <config>
    <service-type>RSSO_EXTERNAL</service-type>
    <url>https://<fullyQualifiedCDPhostName>:<CDPport></url>
    <tenant>BAOLocal</tenant>
  </config>
</authentication>

After creating the file, restart the AP service (Starting and stopping product components and services).

If the repository, CDP, or HA-CDP referenced in the authentication.xml file is not running, you can edit the authentication.xml file and change the setting to use one of the other two components. After editing the file, restart the AP service (Starting and stopping product components and services).