Troubleshooting Tips

Resources on OpenText PPM Side

• File System

  • OpenText PPM / Service Manager directories

    • c:\ppm\conf\sdi — Configuration / adapter files and folder

    • c:\ppm\bin\sdi — Web stub compilation scripts

  • c:\ppm\sdi-persistency

    1. When the connection is successfully established, files will be generated in this directory.

       If not, there should be an issue with starting the ALM services, permission issues with configuration files or connection related problem.

    2. *.ser — The last Service Manager ticket updated

    3. *.log — The integration log

• DB tables

  1. sdi_log_details

  2. sdi_summary_logs

Failure to Compile the Web Services Stub

1. Make sure that the host names can be resolved.

2. Make sure the Service Manager has enabled the legacy URL:
   

   http://<SMC_WEB_SERVICES_URL>:<PORT>/sc62server/PWS/ChangeManagement.wsdl

   Otherwise you will get timeout error.

3. Make sure OpenText PPM can access Service Manager Web services port and URL through the firewall, Load Balancer, Proxy, and so on.

Error Types

Unable to read serviceManager-adapter.settings file

Check the folder/file ownership to the *.settings file. Must be owned by the process owner, for example, infra\itg##-user.

Failure to synchronize data

1. timeZone mismatch

   1. Make sure the timeZone values match between the *.settings file in OpenText PPM, the server.conf file on OpenText PPM, Service Manager application server timezone setting and the Service Manager SM_PPM_INT user's profile.

      • Prefer GMT-08:00

      • Will take US/Pacific and so on.
        Run Server Admin Timezone to get a list of valid values.

   2. serverLog.txt message:
      ":Scheduler_Worker-5:com.mercury.onyx.sdi.client.SingleLevelAdapter:2010/06/17-14:18:39.787 EDT: SingleLevelAdapter name=serviceManager-adapter_1 - collected 0 tickets"

      Check the time zone setting of the Service Manager integration user SM_PPM_INT:

      1. Login to Service Manager with the integration user ID.

      2. Type operator in the Service Manager command line.

      3. Login Name, Service Manager user name defined by Service Manager administrator. For example, SM_PPM_INT.

      4. Click the Login Profiles tab.

      5. Validate Time Zone setting.

2. Make sure the corresponding Service Manager fields are exposed.

   Use the following URL and validate the Service Manager field are listed here.

   [http://<SMC_WEB_SERVICES_URL>:<PORT>/sc62server/PWSChangeManagement.wsdl|http://<SMC_WEB_SERVICES_URL>:<PORT>/sc62server/PWSChangeManagement.wsdl] 

3. Make sure the Service Manager fields has a corresponding DB column/table. For example, check the DB schema for the field.

4. Make sure the corresponding fields exist in the Service Manager. For example, structured fields.

Error in Service Manager server log " SELECT m1."NUMBER" FROM CM3RM1 m1 WHERE ((m1."SYSMODTIME" and m1."SYSMODTIME")) ORDER BY m1."NUMBER" ASC "

To troubleshoot the error,

1. Check the Service Manager user account used to perform the integration.

2. Open this operator in Service Manager and change the date format to be the same with the `queryDateFormatPattern' in the *.settings configuration file.

   For example, queryDateFormatPattern=MM/dd/yyyy HH:mm:ss in serviceManager-txp-adapter.settings.

3. After making this change, regenerate the Web Service stubs.

Error in the sdi_log_details table

• "PPMSender:Failed to create/update a request in PPM for ticket with refId= "

  • Make sure the OpenText PPM user ID used for integration is created on OpenText PPM side and the password matches.

  • Try logging into OpenText PPM using the SM_PPM_INT user ID and make sure that the Reset Password window pop up is not present. If so, reset to something else and then reset back to "your password" again.

• "com.mercury.onyx.sdi.SDIException:
java.lang.IllegalArgumentException: Property 'reqModDate'
has no read method"

  Validate the reqModDate field is exposed and has the correct Caption:

• "org.xml.sax.SAXParseException: The markup in the document
following the root element must be well-formed."

  Validate there are no spaces in the exposed WSDL caption names.

  For example, "Record URL" is incorrect, "RecordURL" is correct.

Authentication Issues with the sdi_log_details table and serverLog.txt

1. Check to make sure the MAM field group is disabled if not needed. Will see failed authentication error in OpenText PPMserverLog.txt.

2. Validate the Service Manager user credentials and password matches between the c:\ppm\conf\sdi\serviceManager.settings and the
   ppm-sm-adapater.settings files.