Highlighted
Respected Contributor.
Respected Contributor.
309 views

connect-it can not open new tickets

Hi Expert;

please help, My company is using Connect-it 9.60 to fetch the users' emails in a shared mailbox, then open new ticket in HP Service Manager 9.30.

HP Service Manager 9.30 installed in server 1 (windows 2008 enterprise with SP2)

Connect-it 9.60 installed in server 2 (windows 2012 R2 and office 2013)

we successfully used CIT 9.60 Service Console to build an inbound service (installed in server 2) and it can fetch the users' emails, but can not open new tickets in HP Service Manager 9.30 (installed in server 1)!!!!!

The log file of the inbound service stating that:

 

2017/12/14 12:11:57.620 0 4 1 emails were found on your email server.

2017/12/14 12:12:6.218 0 4 [(sminDst) smin] Deploying module: addressing-1.6.2 - file:/C:/Program Files (x86)/HP/Connect-It 9.60 en/lib/addressing-1.6.2.mar

2017/12/14 12:12:6.578 0 1 [(sminDst) smin] (0) Unable to initialize request.

2017/12/14 12:12:6.578 0 1 [(sminDst) smin] (0) Error processing query.

2017/12/14 12:12:6.578 1 1 [(sminDst) smin] (0) Cause by com.hp.ov.cit.connector.ws.WsException: SOAP error when sending SOAP message.

2017/12/14 12:12:6.578 2 1 [(sminDst) smin] (0) Cause by org.apache.axis2.AxisFault: Client Authentication failed.

2017/12/14 12:12:6.593 0 4 E-Mail (fetching) stop processing

2017/12/14 12:12:6.593 0 4 ServiceCenter/Service Manager stop processing

2017/12/14 12:12:6.593 0 4 Closing session...

 

 

Thanks in advance

 

0 Likes
2 Replies
Highlighted
Respected Contributor.
Respected Contributor.

Re: connect-it can not open new tickets

any help
0 Likes
Highlighted
Acclaimed Contributor.
Acclaimed Contributor.

Re: connect-it can not open new tickets

Open a debug servlet in SM with parameters of debugnode:1, RTM:3, debugdbquery:999, debughttp:1, and log:servlet.log  Point Connect.It at that servlet and rerun the scenario, then read through the log to see what error messages SM is throwing.

0 Likes
The opinions expressed above are the personal opinions of the authors, not of Micro Focus. By using this site, you accept the Terms of Use and Rules of Participation. Certain versions of content ("Material") accessible here may contain branding from Hewlett-Packard Company (now HP Inc.) and Hewlett Packard Enterprise Company. As of September 1, 2017, the Material is now offered by Micro Focus, a separately owned and operated company. Any reference to the HP and Hewlett Packard Enterprise/HPE marks is historical in nature, and the HP and Hewlett Packard Enterprise/HPE marks are the property of their respective owners.