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It's due to SSL handshake failure and you have to import the cert to the AR Server java cacerts. To verify if you have applied the cacert correctly you can test using SSLPoke class .
1. Download SSLPoke class , https://confluence.atlassian.com/kb/files/779355358/779355357/1/1441897666313/SSLPoke.class
2. copy the file to your java directory <JAVA_HOME>/bin/java SSLPoke myit.mydomain.com 443
3. If import is success then you should get message as "Successfully connected" else you get the above error.
I tested using SSLPoke on my AR Integration and AR User servers and found out AR Integration server's Java cacerts is not updated with MYIT certs!
After updating it and restarted all the AR servers, it's working fine now.
But I find it very weird.... in SHR:SHRCAI_SocialBridge form, at bottom right, the server details is pointing to my AR User server. Why does it involve the AR Integration server? All the processing should be done on my AR User server right?
I stop the AR Integration server and try commenting on MYIT again, in the SHR:SHRCAI_SocialBridge form, the TICKETCOMMENT status stuck at Submitted. Only after I start up AR Integration Server, then TICKETCOMMENT status updated to completed.
I am bit confused with your comment. Are you seeing AR USER server info or AR integration server info in Social Bridge form? Usually, you should see info for User server from where the entry is created.
I am referring the server details as shown in the pic. It's pointing to our AR User server (i.e. rmd-aruser). But When I down the AR integration server, the TICKETCOMMENT stuck at submitted status. After I started up the AR Integration server, the TICKETCOMMENT status changed to completed. Is this the expected behaviour?
Yes, When you brought down the integration server then probably escalations are not trigerring due to this you see them stuck to submitted status.