Troubleshooting the HP Service Manager adapter



This section lists the error messages and problems specific to the TrueSight Orchestration Application Adapter for HP Service Manager.

Message: AdapterManager: Unable to initialize adapter HPSMActor: Message[conbaotestd:summary=Error occurred while loading web-service].

This message appears in the grid logs.

Explanation: This message appears when the adapter is enabled on a peer by using an incorrect value for the <soap-url> element in the adapter configuration.

User Response: You must enable the adapter on a peer by using the correct configuration parameters. Verify that the values for configuration elements such as <soap-url>, <user-name>, and <password> are correct. For details about these elements, see Configuring the HP Service Manager actor adapter.


Message: SoapRpcActorAdapter: HPSMActor: Error occurred processing request data Summary: Failed to call a web service.

This message appears in the grid logs.

Explanation: This message appears when the adapter is enabled on a peer by using incorrect logon credentials when configuring the adapter.

User Response: You must enable the adapter on a peer by using the correct configuration parameters. Verify that the values for configuration elements such as <soap-url>, <user-name>, and <password> are correct. For details about these elements, see Configuring the HP Service Manager actor adapter.


Message: PopMailMonitorAdapter: error occurred trying to sleep. java.lang.InterruptedException.

This message appears in the grid logs.

Explanation: This error message appears when the HP Service Manager monitor adapter is enabled by using incorrect values for configuration elements.

User Response: You must enable the monitor adapter on a peer by using the correct configuration parameters. Verify that the values for configuration elements such as <target>, <port>, <user-name>, and <password> are correct. For details about these elements, see Configuring the HP Service Manager monitor adapter.


Message: ADAPTER_MANAGER: error occurred updating adapter configuration for HPSMMonitor.. stopping adapter.

This message appears in the grid logs.

Explanation: This message appears when the HP Service Manager monitor adapter is enabled by using incorrect values for configuration elements.

User Response: Verify that the values for configuration elements such as <target>, <port>, <user-name>, <password>, and <protocol> are correct. The value of the <protocol> element must be_pop3_ or imap. For details, see Prerequisites for the HP Service Manager monitor adapter and Configuring the HP Service Manager monitor adapter.


Message: BaseMailMonitorAdapter : ::getFolder() Error :Logon failure.

This message appears in the grid logs.

Explanation: This message appears when the HP Service Manager monitor adapter is enabled by using incorrect logon credentials when configuring the adapter.

User Response: Verify that the values for configuration elements such as <target>, <port>, <user-name>, <password>, and <protocol> are correct. For details, see Prerequisites for the HP Service Manager monitor adapter and Configuring the HP Service Manager monitor adapter.


Message: Framework: Summary: Web services client generation failed.

This message appears in the grid logs.

Explanation: This message appears when the HP Service Manager sever is not running.

User Response: Verify that the HP Service Manager server is up and the HP Service Manager application is running.


Message: An error occurred processing request data. Web services client generation failed. Java language binding generation failed.

This message appears in the adapter response when a wrapper is executed. This message also appears in the grid logs.

Explanation: This message appears when a wrapper is executed when the HP Service Manager sever is not running.

User Response: Verify that the HP Service Manager server is up and the HP Service Manager application is running.


Message: <error>Error occurred processing request data Summary: Failed to call a web service.

Caused by:

Summary: A CXmlApiException was raised in native code : error 4 : scxmlapi(4) - Missing or invalid XML document

</error>

This message appears in the adapter response when a wrapper is executed. This message also appears in the grid logs.

Explanation: This message appears when an action name is not specified in the WSDL configuration form.

User Response: Perform the following steps to add action names in the WebService API:

  1. Log on to the HP Service Manager client as an administrator.
  2. Click Navigation > Tailoring > Web Services.
  3. Select WSDL Configuration.
  4. Enter the service name (for example, ChangeManagement or IncidentManagement).
  5. Click Search and select the object name for which you want to add action names.
  6. On the External Access Definition form, select the Allowed Actions tab.
  7. Select Allowed Actions and specify the action names. For example, you can specify "Action Names" for delete, add, and save.
  8. Click Save.
  9. Restart HP Service Manager.
  10. Disable and then re-enable the adapter.

Message: <error>Validation failed...Please provide a Closure Code.

Please provide a Solution....</error>

This message appears in the adapter response when a wrapper is executed. This message also appears in the grid logs.

Explanation: This message appears when the element specified in the message is not mapped with a table in the HP Service Manager application.

User Response: The optional tags must also be mapped to respective tables. Perform the following steps to add action names in the WebService API:

  1. Log on to the HP Service Manager client as an administrator.
  2. Click Navigation > Tailoring > Web Services.
  3. Select WSDL Configuration.
  4. Enter the service name (for example, ChangeManagement or IncidentManagement).
  5. Click Search and select the object name to identify the table name.
  6. Click Application > Tables and add the required element with the specified data type.
  7. Click Save.
  8. Restart HP Service Manager.
  9. Disable and then re-enable the adapter.

Message: Error occurred processing request data Summary: Failed to call a web service.

Caused by:

Summary: A CXmlApiException was raised in native code : error 19 : scxmlapi(19) - Doc Engine call failed with cc -1

This message appears in the adapter response when a wrapper is executed. This message also appears in the grid logs.

Explanation: This message appears when not all components of the API are exposed through the HP Service Manager web services.

User Response: For details about exposing the various adapter categories, fields, captions, and data types, see Adapter Categories Parameter List.


Message: <error>Error occurred processing request data Summary: Web services client generation failed.

Caused by:

Summary: Java language binding generation failed.

Caused by:

Summary: Java language binding generation failed.

Caused by:

Summary: WSDLException (at /definitions/types/xs:schema/xs:schema): faultCode=OTHER_ERROR: An error occurred trying to resolve schema referenced at 'http://www.w3.org/2005/05/xmlmime', relative to 'http://qhud502a.qdx.com:9200/SM/7/Common.xsd'.: Connection timed out: connect

</error>

This message appears in the adapter response when a wrapper is executed.

Explanation: The peer on which the TrueSight Orchestration Application Adapter for HP Service Manager is configured does not have internet access.

User Response: The peer on which the TrueSight Orchestration Application Adapter for HP Service Manager is configured must have internet access. This is required to resolve the SOAP URL of the HP Service Manager application.

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