When running a test via the Control-M/Server command ctm_remedy_configure for Remedy integration, the following error occurs:  handle_test_open_ticket:Failed to retrieve remedy password

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    PRODUCT:

    Control-M/Server for UNIX and Microsoft Windows


    COMPONENT:

    Control-M/Server for UNIX and Microsoft Windows


    APPLIES TO:

    Control-M/Server for UNIX and Microsoft Windows 8.0.00 Remedy 8



    PROBLEM:

     

    Integrating Remedy version 8.1.02 with Control-M using the ctm_remedy_configure command the following error occurs: 

               “handle_test_open_ticket:Failed while connecting to remedy”


    From the log we can see the following message:

    Wed Apr 29 18:23:49 2015 remedy_configure ************************ Starting *************************
    Wed Apr 29 18:24:01 2015 TestUtil handle_test_open_ticket:Failed to retrieve remedy password

    Wed Apr 29 18:30:32 2015 TestUtil handle_test_open_ticket:Failed to retrieve remedy password

    Wed Apr 29 18:31:10 2015 remedy_configure ************************ Exiting *************************
    Tue May 5 13:54:33 2015 remedy_configure ************************ Starting *************************
    Tue May 5 13:54:38 2015 ResetRemedyPassword Reseting Remedy password for userDemo
    Tue May 5 13:54:45 2015 TestUtil handle_test_open_ticket:Failed while connecting to remedy

    Tue May 5 13:55:06 2015 ResetRemedyPassword Reseting Remedy password for userDemo
    Tue May 5 13:55:14 2015 TestUtil handle_test_open_ticket:Failed while connecting to remedy


    0505 15:11:59.186 CTM_REMEDY_connect:VerifyUser completed unsuccessfully
    0505 15:11:59.187 CTM_REMEDY_connect:VerifyUser completed with Errors
    0505 15:11:59.187 CTM_REMEDY_connect:VerifyUser message number 623
    0505 15:11:59.187 Message Text 'Authentication failed'
    0505 15:11:59.187 Failed while verifying the user
    0505 15:11:59.187 Return CM_FAIL
    0505 15:11:59.187 GM_REMEDY_connect: Failed to connect to remedy server
    0505 15:11:59.187 handle_test_open_ticket:Failed while connecting to remedy

     


    CAUSE:

    The user and password is not correctly defined.


    SOLUTION:

     

    Verify that a password entry exists for the Login user.
    On the Control-M/Server, execute the command ctmkeystore_mng and add the user and password

      

    See the Control-M Workload Automation Utilities Guide for more information.

     


    Article Number:

    000088144


    Article Type:

    Solutions to a Product Problem



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