Could not contact ITSM Partner Error using Service Manager 2016

[ghost]

I have installed SCSM 2016 UR5 with SQL Server 2014 SP2. This is a new SCSM installation. I have also configured the Web App and connector. I have found that the sync is successful once, after which it constantly fails. The ITSM error message is below. Can you confirm if SCSM 2016 UR5 is supported and what versions of SCSM (include Update Rollups) you have tested with, is there any solution for the below error?

TenantId: <Tenant ID> SourceSystem: RestAPI TimeGenerated: 2018-12-09T23:35:10.021Z ActionStatus_d: 1 LogType_s: ERROR Message: Could not contact ITSM Partner. See Exception Meessage for more details. Status_b: false ServiceDeskConnectionName_s: ServiceManager StatusLogTime_t: 2018-12-09T23:35:09.819Z

ExceptionMessage_s: Rest api invocation failed after 2 attempts, response: {"Message":"Microsoft.EnterpriseManagement.Common.DiscoveryDataInvalidNullPropertyValueException: A value was not supplied for a required property.\r\n at Microsoft.EnterpriseManagement.Common.Internal.ServiceProxy.HandleFault(String methodName, Message message)\r\n at Microsoft.EnterpriseManagement.Common.Internal.ConnectorFrameworkConfigurationServiceProxy.ProcessDiscoveryData(Guid discoverySourceId, IList1 entityInstances, IDictionary2 streams, ObjectChangelist1 extensions)\r\n at Microsoft.EnterpriseManagement.ConnectorFramework.IncrementalDiscoveryData.CommitInternal(EnterpriseManagementGroup managementGroup, Guid discoverySourceId, Boolean useOptimisticConcurrency)\r\n at Microsoft.EnterpriseManagement.Common.EnterpriseManagementObjectProjection.CommitInternal(Guid discoverySourceId, Boolean useOptimisticConcurrency)\r\n at Microsoft.EnterpriseManagement.Common.EnterpriseManagementObjectProjection.CommitInternal(Boolean useOptimisticConcurrency)\r\n at Microsoft.EnterpriseManagement.Common.EnterpriseManagementObjectProjection.Commit()\r\n at SMOC.SDKTransformer.SDKTransformer.CreateIncidentFromTemplate(Guid templateId, Dictionary2 userInputs) in C:\CDM_SFE\Online\Main\Online\Common\Internal_Dependencies\ServiceDesk\SMAzureGalleryApp\smoc\Models\SDKTransformer\SDKTransformer.cs:line 660\r\n at smoc.Controllers.WorkitemsController.PostCreate(CreateWithTemplateRequest cwtr) in C:\CDM_SFE\Online\Main\Online\Common\Internal_Dependencies\ServiceDesk\SMAzureGalleryApp\smoc\Controllers\WorkitemsController.cs:line 335","ExceptionMessage":"A value was not supplied for a required property.","ExceptionType":"Microsoft.EnterpriseManagement.Common.DiscoveryDataInvalidNullPropertyValueException","StackTrace":" at Microsoft.EnterpriseManagement.Common.Internal.ServiceProxy.HandleFault(String methodName, Message message)\r\n at Microsoft.EnterpriseManagement.Common.Internal.ConnectorFrameworkConfigurationServiceProxy.ProcessDiscoveryData(Guid discoverySourceId, IList1 entityInstances, IDictionary2 streams, ObjectChangelist1 extensions)\r\n at Microsoft.EnterpriseManagement.ConnectorFramework.IncrementalDiscoveryData.CommitInternal(EnterpriseManagementGroup managementGroup, Guid discoverySourceId, Boolean useOptimisticConcurrency)\r\n at Microsoft.EnterpriseManagement.Common.EnterpriseManagementObjectProjection.CommitInternal(Guid discoverySourceId, Boolean useOptimisticConcurrency)\r\n at Microsoft.EnterpriseManagement.Common.EnterpriseManagementObjectProjection.CommitInternal(Boolean useOptimisticConcurrency)\r\n at Microsoft.EnterpriseManagement.Common.EnterpriseManagementObjectProjection.Commit()\r\n at SMOC.SDKTransformer.SDKTransformer.CreateIncidentFromTemplate(Guid templateId, Dictionary2 userInputs) in C:\CDM_SFE\Online\Main\Online\Common\Internal_Dependencies\ServiceDesk\SMAzureGalleryApp\smoc\Models\SDKTransformer\SDKTransformer.cs:line 660\r\n at smoc.Controllers.WorkitemsController.PostCreate(CreateWithTemplateRequest cwtr) in C:\CDM_SFE\Online\Main\Online\Common\Internal_Dependencies\ServiceDesk\SMAzureGalleryApp\smoc\Controllers\WorkitemsController.cs:line 335"}

Type: ServiceDeskLog_CL

I also receive a Warning message in the ITSM solution as follows: LogType_s: WARNING Message: Connection to ITSM Partner is down temporarily

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Document details

⚠ Do not edit this section. It is required for docs.microsoft.com ➟ GitHub issue linking.

• ID: 82e5fdf6-4687-0a17-9a80-07703684b78f
• Version Independent ID: 42ed8d94-6250-54ba-5e8b-de62c0181e82
• Content: Supported connections with IT Service Management Connector in Azure Log Analytics
• Content Source: articles/azure-monitor/platform/itsmc-connections.md
• Service: log-analytics
• GitHub Login: @JYOTHIRMAISURI
• Microsoft Alias: v-jysur

[mikeurnun]

Hi @thekamhussain

Thank you for your feedback! We will review and update as appropriate.

[ghost]

Further update. I have tested this with Service Manager 2012 R2 (Eval VHD downloaded from MS). I am receiving the same error message. Again it works randomly a couple of times then I receive multiple errors. Error messages are the same as above.

[jason-j-MSFT]

@JYOTHIRMAISURI could you take a look?

[JYOTHIRMAISURI]

@jason-j-MSFT

Snehith Muvva is the PM owner for this article. Will work with him and make any required updates. Thanks.

[JYOTHIRMAISURI]

@snehithm

Hi Snehith, please go through the above details and let me know for any action items on docs front.

Thanks

[JYOTHIRMAISURI]

@ananthradhakrishnan please add your comments. thanks.

[rboucher]

We appreciate your question. Sorry didn't fully answer in a timely manner. Since this question was created some time ago, we don't know if it still applies. We kindly ask you to create a new github issue if it's still important. We will engage with you on the new thread. Thank you for your understanding.

please-close