Saturday, 22 Jun 2024

IT Process Automation

Are you having trouble getting Process Automation (PAM [4.3SP1]) to communicate with Service Desk Manager (SDM[14.1]) using SSL? Don’t worry, we’ve got you covered! In this article, we will guide you through the process of resolving this issue step by step.

Troubleshooting SSL Handshake Error

When attempting to connect to PAM by adding a workflow to a Change Category in SDM, you may encounter the following error message:

“There is a problem accessing CA IT PAM Workflow – please try again or contact the administrator. Details: ; nested exception is: PKIX path building failed: unable to find valid certification path to requested target”

This error indicates that there is a problem with SSL handshake between PAM and SDM. To resolve this issue, follow these steps:

  1. Reinstall PAM and re-register it with EIAM.
  2. Use your notes and refer to the instructions available at How to Enable Communications between Service Desk – CA Knowledge to connect SDM and PAM.
  3. Make sure to configure the file with the correct settings. The ALIAS in the file should be set as ITPAM.
  4. You will need a keystore file from your Certificate Authority. Ensure that the keystore file’s password and alias are correct by using the keytool.exe command.
  5. Open the command prompt and navigate to C:Program FilesJavajdk****bin directory.
  6. Run the following command: keytool.exe -keystore C:PROGRA~1CAPAMserverc2o.configc2o.keystore -export -alias tomcat -file itpam.cer
  7. Enter the new “itpam.web.keystore.password” from the file when prompted.
  8. If you encounter the error “Keystore was tampered with, or password was incorrect,” you may need to perform a complete reinstall of PAM.
  9. To validate the password on the keystore file, use the following command: keytool -v -list -keystore C:pam.keystore. Enter your known password when prompted, and ensure that the information on the keystore file is displayed correctly.
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If you have followed these steps and still experiencing difficulties, it is possible that the C:PROGRA~1CAPAMserverc2o.configc2o.keystore file is causing the problem. Reach out to the Eireview community for further assistance.

Frequently Asked Questions

Q: I followed the instructions, but I’m still unable to connect SDM and PAM. What should I do?
A: If you have followed all the steps carefully and are still facing issues, it’s recommended to consult the Eireview community for additional help. They can provide specific guidance tailored to your situation.

Q: Can I use a different keystore file instead of the one provided by the Certificate Authority?
A: Yes, you can use a different keystore file as long as it meets the necessary requirements for SSL communication between PAM and SDM.

Q: What should I do if I encounter the error “Keystore was tampered with, or password was incorrect”?
A: If you encounter this error, it may indicate a problem with the keystore file or password. You can try performing a complete reinstall of PAM or seeking advice from the Eireview community for further assistance.


We hope this guide has helped you resolve the SSL handshake error between PAM and SDM. By following the steps outlined in this article, you should be able to establish a successful communication channel and continue leveraging the power of IT Process Automation.

Remember, if you encounter any difficulties or need further assistance, don’t hesitate to reach out to the Eireview community. They are always ready to help you overcome any challenges you might face. Happy automating!

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