SM to SMAX Case exchange

Swetha Naginiv OpenText Employee

7 months ago

Hello,

I am trying to configure Incident CaseExchange between Service Manager & Service Management by following the document and stuck at the below error. (Bi-Directional caseExchange)

1. Created & Configured External System in SMAX.

2. Created and Configured CaseExchange Integration Instance and it getting triggered. (Connection is successful to SMAX)

3. Once Incident is created in SM, an Integration Instance task is getting triggered and failing to process with the error "Error calling method: doHttpRequest Exception (java.lang.Exception: Return Code: 401)"

I verified credentials on both sides (OPB & SM) and it is correct. SM Log shows only above mentioned error.

Kindly suggest how to troubleshoot further.

Tags:

incident

SM-SMAX

SMAX

Customization

0 Brindusa Kevorkian 7 months ago

When are you getting the error? When trying to call the SMAX Case Exchange API? If yes, please try to call the same API by hand, from a REST client and see if you get the same error. It will allow you to narrow down if the issue is the API call itself or something else.

For troubleshooting on the SM side, you may want to post the question on the Service Manager community.

Best regards,

Brindusa
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0 alperoz 7 months ago

SM to SMAX requires SSL connection. You may need to import SMAX SSL certificate (full chain or the root and intermediate certificates only) to the SM cacerts file or the truststore file in your SM environment. Check the following link:

docs.microfocus.com/.../UseSSLConnectionsToConnectToExternalWebService
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0 Swetha Naginiv 6 months ago in reply to alperoz

Hello,

Thanks for the response.

Could you please confirm whether SSL is required all the times to have case exchange between SM and SMAX.

Also, we have SM on http, cant have it on https as per customer.

Thanks.
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SM to SMAX Case exchange

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