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Generic Execution Plugin on Dynatrace 6.5 to POST incidents to CA Service Desk.

nirdoshs
Newcomer

Hi, i have been trying to set up the Generic Execution Plugin to POST/PUT incident details from Dynatrace to CA Service Desk Manager 14.1. I have the URL to create and resolve incidents, when i run this in a browser, the incident is created successfully but when the plugin executes, the below log detail is recorded.

Plugin Version: 5.5.32 and i also tried 5.5.36

DT version: 6.5.9.1501

Incident settings:

2017-04-19 10:18:47 FINER [GenericExecutor@com.dynatrace.diagnostics.plugin.extendedexecutor.GenericExecutionPlugin.action] Entering setup method
2017-04-19 10:18:47 FINER [GenericExecutor@com.dynatrace.diagnostics.plugin.extendedexecutor.GenericExecutionPlugin.action] Entering setConfigurationWs method
2017-04-19 10:18:47 FINER [GenericExecutor@com.dynatrace.diagnostics.plugin.extendedexecutor.GenericExecutionPlugin.action] Entering checkSuccessDefinition method
2017-04-19 10:18:47 FINER [GenericExecutor@com.dynatrace.diagnostics.plugin.extendedexecutor.GenericExecutionPlugin.action] setConfigurationWs method: WSDL is 'http://TEST.TEST.co.za:6060/DynatraceTest/index.htm'
2017-04-19 10:18:47 FINER [GenericExecutor@com.dynatrace.diagnostics.plugin.extendedexecutor.GenericExecutionPlugin.action] setConfigurationWs method: operation is 'POST'
2017-04-19 10:18:47 FINER [GenericExecutor@com.dynatrace.diagnostics.plugin.extendedexecutor.GenericExecutionPlugin.action] setConfigurationWs method: 1. '?CIName' is '$(AGENT_HOST)&Dynid=$(SESSION_ID)&DHS_EVENT=1&Pri=2&Category=Application Infrastructure.Event Management.Event Analysis&Desc=TEST Call to DHS EVENT'
2017-04-19 10:18:47 FINER [GenericExecutor@com.dynatrace.diagnostics.plugin.extendedexecutor.GenericExecutionPlugin.action] setConfigurationWs method: dateFormat is 'yyyy-MM-dd'T'HH:mm:ss.SSS'Z''
2017-04-19 10:18:47 FINER [GenericExecutor@com.dynatrace.diagnostics.plugin.extendedexecutor.GenericExecutionPlugin.action] setConfigurationWs method: targetTimezone is ''
2017-04-19 10:18:47 FINER [GenericExecutor@com.dynatrace.diagnostics.plugin.extendedexecutor.GenericExecutionPlugin.action] setConfigurationWs method: isWsXpathSyntax is 'false'
2017-04-19 10:18:47 FINER [GenericExecutor@com.dynatrace.diagnostics.plugin.extendedexecutor.GenericExecutionPlugin.action] setConfigurationWs method: isWsAuth is 'false'
2017-04-19 10:18:47 FINER [GenericExecutor@com.dynatrace.diagnostics.plugin.extendedexecutor.GenericExecutionPlugin.action] setConfigurationWs method: wsUser is ''
2017-04-19 10:18:47 FINER [GenericExecutor@com.dynatrace.diagnostics.plugin.extendedexecutor.GenericExecutionPlugin.action] setConfigurationWs method: wsPassword is ''
2017-04-19 10:18:47 FINER [GenericExecutor@com.dynatrace.diagnostics.plugin.extendedexecutor.GenericExecutionPlugin.action] setConfigurationWs method: wsAuthMethod is ''
2017-04-19 10:18:47 FINER [GenericExecutor@com.dynatrace.diagnostics.plugin.extendedexecutor.GenericExecutionPlugin.action] setConfigurationWs method: proxy host is ''
2017-04-19 10:18:47 FINER [GenericExecutor@com.dynatrace.diagnostics.plugin.extendedexecutor.GenericExecutionPlugin.action] setConfigurationWs method: proxy port is '6670'
2017-04-19 10:18:47 FINER [GenericExecutor@com.dynatrace.diagnostics.plugin.extendedexecutor.GenericExecutionPlugin.action] setConfigurationWs method: proxy user is ''
2017-04-19 10:18:47 FINER [GenericExecutor@com.dynatrace.diagnostics.plugin.extendedexecutor.GenericExecutionPlugin.action] setConfigurationWs method: proxy password is ''
2017-04-19 10:18:47 FINER [GenericExecutor@com.dynatrace.diagnostics.plugin.extendedexecutor.GenericExecutionPlugin.action] setConfigurationWs method: isDotNET parameter is 'false'
2017-04-19 10:18:47 FINER [GenericExecutor@com.dynatrace.diagnostics.plugin.extendedexecutor.GenericExecutionPlugin.action] setConfigurationWs method: WS Use Prefix parameter is 'false'
2017-04-19 10:18:47 FINER [GenericExecutor@com.dynatrace.diagnostics.plugin.extendedexecutor.GenericExecutionPlugin.action] setConfigurationWs method: rcMeasureName parameter is 'null'
2017-04-19 10:18:47 FINER [GenericExecutor@com.dynatrace.diagnostics.plugin.extendedexecutor.GenericExecutionPlugin.action] setConfigurationWs method: isWsReturnedMeasures parameter is 'false'
2017-04-19 10:18:47 FINER [GenericExecutor@com.dynatrace.diagnostics.plugin.extendedexecutor.GenericExecutionPlugin.action] setConfigurationWs method: regex parameter is '(.*)Result(.*)'
2017-04-19 10:18:47 FINER [GenericExecutor@com.dynatrace.diagnostics.plugin.extendedexecutor.GenericExecutionPlugin.action] setConfigurationWs method: successDefinition parameter is 'on match'
2017-04-19 10:18:47 FINER [GenericExecutor@com.dynatrace.diagnostics.plugin.extendedexecutor.GenericExecutionPlugin.action] Entering getExceptionAsString method
2017-04-19 10:18:47 FINER [GenericExecutor@com.dynatrace.diagnostics.plugin.extendedexecutor.GenericExecutionPlugin.action] Entering getStackTraceAsString method
2017-04-19 10:18:47 SEVERE [GenericExecutor@com.dynatrace.diagnostics.plugin.extendedexecutor.GenericExecutionPlugin.action] setup method: java.lang.Exception exception occurred. Message = 'com.predic8.xml.util.ResourceDownloadException'; Stacktrace is ''
2017-04-19 10:18:47 FINER [GenericExecutor@com.dynatrace.diagnostics.plugin.extendedexecutor.GenericExecutionPlugin.action] Entering teardown method
2017-04-19 10:18:47 WARNING [UserPluginManager@com.dynatrace.diagnostics.plugin.extendedexecutor.GenericExecutionPlugin.action] java.lang.Exception - com.predic8.xml.util.ResourceDownloadException
java.lang.Exception: com.predic8.xml.util.ResourceDownloadException
at com.dynatrace.diagnostics.plugin.extendedexecutor.GenericExecutor.setup(GenericExecutor.java:252)
at com.dynatrace.diagnostics.plugin.extendedexecutor.GEAction.setup(GEAction.java:11)
at com.dynatrace.diagnostics.sdk.UserPluginManager.a(SourceFile:661)
at com.dynatrace.diagnostics.sdk.UserPluginManager.b(SourceFile:438)
at com.dynatrace.diagnostics.sdk.UserPluginManager.a(SourceFile:337)
at com.dynatrace.diagnostics.sdk.UserPluginManager.a(SourceFile:319)
at com.dynatrace.diagnostics.sdk.UserPluginManager.executePlugin(SourceFile:270)
at com.dynatrace.diagnostics.sdk.ActionPluginExecutor.execute(SourceFile:31)
at com.dynatrace.diagnostics.sdk.ActionPluginExecutor.execute(SourceFile:13)
at com.dynatrace.diagnostics.schedule.ServerJobCenterRegistry.a(SourceFile:190)
at com.dynatrace.diagnostics.schedule.ServerJobCenterRegistry.a(SourceFile:413)
at com.dynatrace.diagnostics.schedule.ServerJobCenterRegistry.execute(SourceFile:337)
at com.dynatrace.diagnostics.schedule.SchedulerJob.a(SourceFile:101)
at com.dynatrace.diagnostics.schedule.SchedulerJob.work(SourceFile:92)
at com.dynatrace.diagnostics.schedule.SchedulerJob.executeJobInfo(SourceFile:241)
at com.dynatrace.diagnostics.schedule.QuartzJob.execute(SourceFile:45)
at org.quartz.core.JobRunShell.run(JobRunShell.java:202)
at com.dynatrace.diagnostics.schedule.QuartzThreadPool$WorkerThread.run(SourceFile:788)
Caused by: com.predic8.xml.util.ResourceDownloadException
at sun.reflect.NativeConstructorAccessorImpl.newInstance0(Native Method)
at sun.reflect.NativeConstructorAccessorImpl.newInstance(NativeConstructorAccessorImpl.java:62)
at sun.reflect.DelegatingConstructorAccessorImpl.newInstance(DelegatingConstructorAccessorImpl.java:45)
at java.lang.reflect.Constructor.newInstance(Constructor.java:423)
at org.codehaus.groovy.reflection.CachedConstructor.invoke(CachedConstructor.java:77)
at org.codehaus.groovy.runtime.callsite.ConstructorSite$NoParamSite.callConstructor(Con...

i've attached the Incident Rule and GEP configuration. Also, the incient rule is working as the e mail notification is triggered.

2 REPLIES 2

kylec
Contributor

Hi, @Nirdosh S.

Correct me if I'm wrong but CA service desk requires a bit more of a handshake to accept ticket creation. I have been working on a similar plugin but for CA Service Desk Manager v12. My current understanding is that it will need a logon request, it will then respond with a session ID which will need to be passed with inside a createIssue or createTicket request along with the other ticket details.

I have not been able to construct such a plugin though.

nirdoshs
Newcomer

Hi @Kyle C.,

After a good amount of trial and error, i got the plugin to work how i need it to. Maybe this would help you in your configuration.

CA Service Desk allows the logging and resolving via a SOAP/RESTful interface. The below cURL commands, when entered within the Generic Execution Plugin, will log and resolve the incidents created. There is some tweaking required from the CA Service Desk administrator, to set up CA to expect certain inputs.

To pass the configuration item name and session ID(${KEY} is used to identify and resolve the incident when the violation has ended), i used the below scripts.


Create new incident --> curl --data "&CIName=${MONITOR_HOST}&Dynid=${KEY}&DHS_EVENT=1&Pri=2&Category=Application+Infrastructure.Event+Management.Event+Analysis&Desc=${VIOLATED_MEASURE_DESCRIPTION}" http://CA_App.domain.co.za:6060/DynatraceTest/index.htm

Resolve incident --> curl --data "&Dynid=${KEY}&CIName=${MONITOR_HOST}" http://CA_App.domain.co.za:6060/DynatraceTest_Res/index.htm

NB. The plugin logs helped tremendously with debugging why the initial configurations were failing. If you would like me to have a look at why your cases are failing, you can send me a copy of the latest logs or post them here. I know how frustrating it can be when it just wont work 🙂