Troubleshooting

Issue 1

If the Project Proposal Catalog Item fails to submit to PPM Center, check the following:

• The CallID field is added to the PPM Request Type field (for example, PFM–Proposal).

• The linker.startup scheduler is started in Service Manager. For more information on how to start the scheduler, see the following content.

• The SMCatalog–PPMProjectProposal integration instance is properly configured in the Integration Manager of Service Manager, and the instance is enabled.

• The PPM Server is running, and the Service Manager server host is connected to the PPM Server host.

Issue 2

If you cannot access a Service Manager record from the URL from the PPM Center web page, check the following:

• The configuration item querySecurity is set to false in web.xml under Service Manager web application's WEB-INF folder.

  <!-- Enables secure encoding of queries -->
  <init-param>	
  	<param-name>querySecurity</param-name>
  	<param-value>false</param-value>
  </init-param>

• Value for the server host is the machine name.

  <init-param>
  <!-- Specify the HPE Service Manager server host and port location -->
  	<param-name>serverHost</param-name>
  	<param-value>smcfrd78</param-value>
  </init-param>
  <init-param>
  	<param-name>serverPort</param-name>
  	<param-value>13080</param-value>
  </init-param>
  

Issue 3

If there is no Proposal Request submitted to PPM Center after the specified interval time, make sure that the scheduler linker is running in Service Manager.

1. Go to System Status, and make sure that there is an entry with a User Name of linker.

   

2. If the entry does not exist, click Start Scheduler and then double-click linker.startup to start the linker scheduler.

   

3. If an employee self-service (ESS) user needs to access the Project Proposal option in Service Catalog, add the svcCatDeptRequester capability word in the Startup tab of the operator record for this user.

   

Issue 4

If you encounter any problems when synchronizing the requests from PPM to SM, you can navigate to <PPM_HOME>\logs and then check the logs starting with REQ_. For example, <PPM_HOME>/logs/REQ_30244.