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(SM) Support Tip: Tip for troubleshooting SAP SOLMAN - SM integration (SMSSMEX)

 

Hello SM Community,

     Working and troubleshooting issues with SMSSMEX can be tricky because it can have several different points of failure, on the SM side, the SAP side or in the middleware software SMSSMEX. 

     Ideally, we would start looking individually both SM and SAP applications, however we might want to start by enabling LOG4J debug in SMSSMEX first to see key settings that will later on help to fix any issue.

To enable tracing on SMSSMEX, modify the log4j.properties file as needed, for example: 

log4j.rootCategory=DEBUG, commonFile

log4j.logger.httpclient.wire.header=DEBUG
log4j.logger.org.apache.commons.httpclient=DEBUG
log4j.logger.com.hp.ov=DEBUG

This will display valuable information in the SMSSMEX log that can be used for troubleshooting and to determine where the problem could be, for example, see in RED the additional tracing information. 

Connection data:

 

2016-05-24 17:22:46,056 0 [localhost-startStop-1] INFO com.hp.ov.ictex.OvIctEx - Starting OvIctEx web-service ...
2016-05-24 17:22:46,056 0 [localhost-startStop-1] DEBUG com.hp.ov.ictex.configmanager.ConfigManager - loading ovictex configuration
2016-05-24 17:22:46,087 31 [localhost-startStop-1] INFO com.hp.ov.ictex - Property file search location: C:\HP\SMSSMEX/config
2016-05-24 17:22:46,103 47 [localhost-startStop-1] DEBUG com.hp.ov.ictex.configmanager.ConfigManager - Instance found: MD1
2016-05-24 17:22:46,103 47 [localhost-startStop-1] INFO com.hp.ov.ictex.OvIctEx - Locale is en_US.
2016-05-24 17:22:46,103 47 [localhost-startStop-1] DEBUG com.hp.ov.ictex.configmanager.ConfigManager - loading ovictex configuration
2016-05-24 17:22:46,103 47 [localhost-startStop-1] DEBUG com.hp.ov.ictex.configmanager.ConfigManager - Instance found: MD1
2016-05-24 17:22:46,103 47 [localhost-startStop-1] WARN com.hp.ov.ictex.configmanager.ConfigManager - The following warnings occured while parsing the properties file of instance MD1:
2016-05-24 17:22:46,103 47 [localhost-startStop-1] WARN com.hp.ov.ictex.configmanager.ConfigManager - Property exthd.client.timeout of instance MD1 is not specified. Using default value 300
2016-05-24 17:22:46,103 47 [localhost-startStop-1] INFO com.hp.ov.ictex.OvIctEx - SSL custome configuration initiated.
2016-05-24 17:22:46,181 125 [localhost-startStop-1] DEBUG com.hp.ov.ictex - Creating database connection to jdbc:sqlserver://10.130.4.XX:1433;databaseName=smssmex
2016-05-24 17:22:46,806 750 [localhost-startStop-1] INFO com.hp.ov.ictex - Connected to database.
2016-05-24 17:22:46,821 765 [localhost-startStop-1] DEBUG com.hp.ov.ictex - Checks database connection, execute query: select convert(varchar(100), SERVERPROPERTY('ProductVersion'))
2016-05-24 17:22:46,931 875 [localhost-startStop-1] DEBUG com.hp.ov.ictex - Checks database connection successfully!
2016-05-24 17:22:46,978 922 [localhost-startStop-1] INFO com.hp.ov.ictex - Local Helpdesk SystemGuid is: 2F7DBB50B7144470A68CE50222XXXXXX
2016-05-24 17:22:46,978 922 [localhost-startStop-1] INFO com.hp.ov.ictex.heartbeat.OvHdHeartbeatKeeper - OvHdHeartbeatKeeper ping interval is set to 300000
2016-05-24 17:22:46,993 937 [localhost-startStop-1] DEBUG com.hp.ov.ictex.util.ComponentProvider - Starting HB task for instance: MD1
2016-05-24 17:22:46,993 937 [localhost-startStop-1] DEBUG com.hp.ov.ictex - ExtHdHeartbeatKeeper ping interval is set to 300000
2016-05-24 17:22:46,993 937 [localhost-startStop-1] DEBUG com.hp.ov.ictex - Creating stub to http://10.130.9.XX:9180/sap/bc/srt/rfc/sap/ICT_SERVICE_DESK_API?sap-client=001
…..
2016-05-24 17:22:47,587 1531 [localhost-startStop-1] DEBUG com.hp.ov.ictex - using basic authentication to authenticate to external helpdesk
2016-05-24 17:22:47,587 1531 [localhost-startStop-1] DEBUG com.hp.ov.ictex - caching stub for extInstanceHD: MD1
2016-05-24 17:22:47,634 1578 [localhost-startStop-1] DEBUG org.apache.axis2.description.OutInAxisOperationClient - Entry: OutInAxisOperationClient::execute, true

2016-05-24 17:22:48,009 1953 [localhost-startStop-1] DEBUG org.apache.axiom.soap.impl.builder.StAXSOAPModelBuilder - Build the OMElelment ErrorsBy the StaxSOAPModelBuilder
2016-05-24 17:22:48,040 1984 [localhost-startStop-1] DEBUG com.hp.ov.ictex - External Helpdesk System Name: MD1 GUID:000C292C43561EE4BEAFFB2E581AEFC6
2016-05-24 17:22:48,040 1984 [localhost-startStop-1] DEBUG com.hp.ov.ictex.util.ComponentProvider - The specific field mapping file configuration found. Path: C:\HP\SMSSMEX/config\MD1\FieldMapping.xml
2016-05-24 17:22:48,524 2468 [localhost-startStop-1] DEBUG com.hp.ov.ictex.util.ComponentProvider - FieldMappingManager initialized for Instance=MD1
2016-05-24 17:22:48,524 2468 [OvHdRequestListener] DEBUG com.hp.ov.ictex - OvHDRequestHandler started ...
2016-05-24 17:22:48,524 2468 [OvHdRequestListener] DEBUG com.hp.ov.ictex - OvHDRequestHandler started ...
2016-05-24 17:22:48,524 2468 [OvHdRequestListener] DEBUG com.hp.ov.ictex - OvHDRequestHandler started ...
2016-05-24 17:22:48,524 2468 [OvHdRequestListener] DEBUG com.hp.ov.ictex - OvHDRequestHandler started ...
2016-05-24 17:22:48,524 2468 [OvHdRequestListener] DEBUG com.hp.ov.ictex - OOvIctEx.isRunning : true
2016-05-24 17:22:48,524 2468 [OvHdRequestListener] DEBUG com.hp.ov.ictex - OOvIctEx.isRunning : true 

Licensing information:

7:22:48,884 2828 [localhost-startStop-1] INFO com.hp.autopassj.services.crypto.OvKey4Crypto - [com.hp.autopassj.services.crypto.OvKey4Crypto : decrypt] :: Annotation in the License Key:HP Service Manager Exchange with SAP Solution Manager 60 Day Instant-On
2016-05-24 17:22:48,884 2828 [localhost-startStop-1] DEBUG com.hp.autopassj.services.crypto.OvKey4Crypto - [com.hp.autopassj.services.crypto.OvKey4Crypto : ovDecryptData] :: License Key: AAKA A99A XXXXXXXXXXXXXX CONFIDENTIAL XXXXXXXXXXXXXXXXXXXXXXXXXXXX
2016-05-24 17:22:48,884 2828 [localhost-startStop-1] DEBUG com.hp.autopassj.services.crypto.OvKey4Crypto - [com.hp.autopassj.services.crypto.OvKey4Crypto : ovDecryptData] :: License Key length: 209
2016-05-24 17:22:48,884 2828 [localhost-startStop-1] DEBUG com.hp.autopassj.services.crypto.OvKey4Crypto - [com.hp.autopassj.services.crypto.OvKey4Crypto : ovDecryptData] :: Expected Decrypted Buffer length: 105
2016-05-24 17:22:48,884 2828 [localhost-startStop-1] INFO com.hp.autopassj.services.crypto.OvKey4Crypto - [com.hp.autopassj.services.crypto.OvKey4Crypto : printableToBytes] :: Decrypted Buffer Length: 105
2016-05-24 17:22:48,884 2828 [localhost-startStop-1] DEBUG com.hp.autopassj.services.crypto.OvKey4Crypto - [com.hp.autopassj.services.crypto.OvKey4Crypto : versionCheck] :: Ovkey4 License key detected
2016-05-24 17:22:48,884 2828 [localhost-startStop-1] DEBUG com.hp.autopassj.services.crypto.OvKey4Crypto - [com.hp.autopassj.services.crypto.OvKey4Crypto : versionCheck] :: Checksum value from the key: 1177
2016-05-24 17:22:48,884 2828 [localhost-startStop-1] DEBUG com.hp.autopassj.services.crypto.OvKey4Crypto - [com.hp.autopassj.services.crypto.OvKey4Crypto : calcChecksum] :: Calculated Checksum value: 1177
2016-05-24 17:22:48,884 2828 [localhost-startStop-1] INFO com.hp.autopassj.services.crypto.OvKey4Crypto - [com.hp.autopassj.services.crypto.OvKey4Crypto : versionCheck] :: Both CheckSum are same

Incident Creation/Update

 2016-05-24 17:42:35,972 1189916 [OvHdRequestListener] DEBUG org.apache.axiom.soap.impl.builder.StAXSOAPModelBuilder - Build the OMElelment modelBy the StaxSOAPModelBuilder
2016-05-24 17:42:35,972 1189916 [OvHdRequestListener] DEBUG com.peregrine.servicecenter.pws - Method: StringType.setString, param is: IM10010971
2016-05-24 17:42:35,972 1189916 [OvHdRequestListener] DEBUG com.peregrine.servicecenter.pws - Method: StringType.setString, param is: IM10010971
2016-05-24 17:42:35,972 1189916 [OvHdRequestListener] DEBUG com.peregrine.servicecenter.pws - setIncidentID = IM10010971
2016-05-24 17:42:35,972 1189916 [OvHdRequestListener] DEBUG com.peregrine.servicecenter.pws - Method: StringType.setString, param is: Incident
2016-05-24 17:42:35,972 1189916 [OvHdRequestListener] DEBUG com.peregrine.servicecenter.pws - setCategory = Incident
2016-05-24 17:42:35,988 1189932 [OvHdRequestListener] DEBUG com.peregrine.servicecenter.pws - Method: StringType.setString, param is: falcon
2016-05-24 17:42:35,988 1189932 [OvHdRequestListener] DEBUG com.peregrine.servicecenter.pws - setOpenedBy = falcon
2016-05-24 17:42:35,988 1189932 [OvHdRequestListener] DEBUG com.peregrine.servicecenter.pws - Method: StringType.setString, param is: 3
2016-05-24 17:42:35,988 1189932 [OvHdRequestListener] DEBUG com.peregrine.servicecenter.pws - setPriorityCode = 3
2016-05-24 17:42:35,988 1189932 [OvHdRequestListener] DEBUG com.peregrine.servicecenter.pws - setUrgency = 3
2016-05-24 17:42:35,988 1189932 [OvHdRequestListener] DEBUG com.peregrine.servicecenter.pws - Method: StringType.setString, param is: TESTING
2016-05-24 17:42:35,988 1189932 [OvHdRequestListener] DEBUG com.peregrine.servicecenter.pws - setDescription = com.peregrine.servicecenter.pws.IncidentDescription_type0@94030b
2016-05-24 17:42:35,988 1189932 [OvHdRequestListener] DEBUG com.peregrine.servicecenter.pws - Method: StringType.setString, param is: admin.general
2016-05-24 17:42:35,988 1189932 [OvHdRequestListener] DEBUG com.peregrine.servicecenter.pws - setAssignee = admin.general
2016-05-24 17:42:35,988 1189932 [OvHdRequestListener] DEBUG com.peregrine.servicecenter.pws - Method: StringType.setString, param is: admin.general
2016-05-24 17:42:35,988 1189932 [OvHdRequestListener] DEBUG com.peregrine.servicecenter.pws - Method: StringType.setString, param is: ----24/05/16 17:42:32 America/Bogota (falcon):
2016-05-24 17:42:35,988 1189932 [OvHdRequestListener] DEBUG com.peregrine.servicecenter.pws - Method: StringType.setString, param is: Incident ID in external helpdesk is: IM10010971
2016-05-24 17:42:35,988 1189932 [OvHdRequestListener] DEBUG com.peregrine.servicecenter.pws - Method: StringType.setString, param is: ----24/05/16 17:42:32 America/Bogota (falcon):
2016-05-24 17:42:35,988 1189932 [OvHdRequestListener] DEBUG com.peregrine.servicecenter.pws - Method: StringType.setString, param is: *****Data Service Manager 1.5*****
2016-05-24 17:42:35,988 1189932 [OvHdRequestListener] DEBUG com.peregrine.servicecenter.pws - setCompany = HP
2016-05-24 17:42:36,004 1189948 [OvHdRequestListener] DEBUG com.peregrine.servicecenter.pws - Method: StringType.setString, param is: TESTING
2016-05-24 17:42:36,004 1189948 [OvHdRequestListener] DEBUG com.peregrine.servicecenter.pws - setTitle = TESTING
2016-05-24 17:42:36,004 1189948 [OvHdRequestListener] DEBUG com.peregrine.servicecenter.pws - Method: StringType.setString, param is: falcon
2016-05-24 17:42:36,004 1189948 [OvHdRequestListener] DEBUG com.peregrine.servicecenter.pws - setUpdatedBy = falcon
2016-05-24 17:42:36,004 1189948 [OvHdRequestListener] DEBUG com.peregrine.servicecenter.pws - setProblemType = Incident
....
2016-05-24 17:42:36,004 1189948 [OvHdRequestListener] DEBUG com.hp.ov.ictex.ovhdaccess.servicecenter.Incident - Received success message. External incident Description is TESTING
2016-05-24 17:42:36,004 1189948 [OvHdRequestListener] DEBUG com.hp.ov.ictex.ovhdaccess.servicecenter.Incident - incident loaded:
2016-05-24 17:42:36,004 1189948 [OvHdRequestListener] INFO com.hp.ov.ictex - Client is now processing task processincident for incident ID: IM10010971
2016-05-24 17:42:36,019 1189963 [OvHdRequestListener] DEBUG com.hp.ov.ictex - Checks database connection, execute query: select convert(varchar(100), SERVERPROPERTY('ProductVersion'))
2016-05-24 17:42:36,019 1189963 [OvHdRequestListener] DEBUG com.hp.ov.ictex - Checks database connection successfully!
2016-05-24 17:42:36,019 1189963 [OvHdRequestListener] DEBUG com.hp.ov.ictex - Could not locate runtime entry with ID IM10010971
2016-05-24 17:42:36,019 1189963 [OvHdRequestListener] DEBUG com.hp.ov.ictex - Start to read incident with ictGuid: D2E4D3219FE441A5AD9A2B6CB6ECE902
2016-05-24 17:42:36,019 1189963 [OvHdRequestListener] DEBUG com.hp.ov.ictex.webservice.document.Incident2DocumentMapper - ExtHD Instance name=MD1
2016-05-24 17:42:36,035 1189979 [OvHdRequestListener] DEBUG com.peregrine.servicecenter.pws - Method: StringType.setString, param is: admin.general
2016-05-24 17:42:36,035 1189979 [OvHdRequestListener] DEBUG com.hp.ov.ictex - Creating stub to http://10.130.1.63:13097/sc62server/PWS
2016-05-24 17:42:36,082 1190026 [OvHdRequestListener] DEBUG com.hp.ov.ictex - Searching for contacts with key= admin.general, query=null
2016-05-24 17:42:36,097 1190041 [OvHdRequestListener] DEBUG org.apache.axiom.om.impl.llom.OMSourcedElementImpl - serialize {http://servicecenter.peregrine.com/PWS}RetrieveContactRequest to XMLStreamWriter
2016-05-24 17:42:36,097 1190041 [OvHdRequestListener] DEBUG httpclient.wire.content - >> "2e0[\r][\n]"

Depending on what these logs show, we can enabled deeper tracing either on the SM side or the sAP SOLMAN side.

Hope this helps,

Regards,

Enrique Lobo Breckenridge

 

 

 

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