CA Service Management

Hello Team

Our Service Desk has been fluctuating in the sense that sometimes we are not able to update or assign incidents and almost immediately it becomes okay.

See the snapshot below

Hi Laqa,  can you tell us a bit about this environment - are you using a conventional primary/secondary setup, or advanced availability, and how many servers etc?    There are many different factors that can cause this type of message to occur.  To confirm some of the possible more specific causes in your environment, we may need to see the logs from the server where this is occurring (primary, secondary or app server etc.) so that we can look to determine root cause.  The general root cause is that there is a mismatch in session information between the boplgin process and the domsrvr process, which can be caused by many conditions.  This could range from a timeout in the webengine, to things like a domsrvr crash.  We would need to investigate the log messages on the back end of the application that accompany the message you see in the GUI.  Can you take a look in the stdlogs during the time of the occurrence and provide us with the message that you see during that time frame?  We can take a quick look here, but most likely we would recommend opening a support case for this to have an engineer work with you and drill down into the root cause of the problem.

Thanks,

Jon I.

Hi Jon

Thanks for you reply

-yes,we are using conventional primary.

-we have 2 servers, application server and database server.

Ok , i will look into the log file next time when this issue arise.

Also, if i open a case on this issue, it will not work becoz this is not a continuous error. it gives sometime to some users and gets fine when user login again

thanks

Hi Laqa,

What you would do is just gather the service desk logs from the application server that cover the time frame when the problem was reported, and we can look at that to see what they may point to.   The trick is really in getting your users to report the problem to you quickly so that you can grab the logs quickly before anything is overwritten.  I am not sure how long of a time period your logs will cover, so its hard to say.

Thanks,

Jon I

Thanks Jon For your kind Suggestion

Many thanks

Hi Jon

Users received error again today

please advice

Hello Jon

Need your advise on the screenshot of the logs please.

What do you think why it causing?

Many thanks

Hello raghu

No..users can experience this at the beginning after login n goto to

incidents etc...but it resolves after recycle the services or sometimes

itself...

What can be the other factor?

Sent from my Huawei Mobile

On 08-Feb-2016 10:09 pm, "Raghu.Rudraraju" <

yes we have 2 webengines and load divides equally on  it

ok let proceed to open a case.

Many thanks

HEllo Jon

We are now experiencing this error by everyday, can you please suggest anything to fix this. As we are using 12.6 version so to open a case will not work. Please provide any resolution. Many units are dependent on ca servicedesk and we cannot afford downtime. We will migrate as soon as the product gets stable. im pasting logs below for your better understanding

thanks

02/12 09:16:43.14 ABP-DC1-SDM2   web:local            8868 SIGNIFICANT  sel_data_cache.c      1695 2 untenanted objects found in TENANT_REQUIRED factory iss

02/12 09:16:43.16 ABP-DC1-SDM2   web:local            8868 SIGNIFICANT  sel_data_cache.c      1491 Factory ca_discovered_hardware has 8758 active records, more than 3 times the select limit of 10. Consider adding it to the SelListCacheExclude list.

02/12 09:16:43.17 ABP-DC1-SDM2   web:local            8868 SIGNIFICANT  sel_data_cache.c      1695 7 untenanted objects found in TENANT_REQUIRED factory chg

02/12 09:16:43.34 ABP-DC1-SDM2   web:local            8868 SIGNIFICANT  sel_data_cache.c      1695 7 untenanted objects found in TENANT_REQUIRED factory chgalg

02/12 09:16:43.37 ABP-DC1-SDM2   web:local            8868 SIGNIFICANT  sel_data_cache.c      1695 9 untenanted objects found in TENANT_REQUIRED factory alg

02/12 09:16:43.66 ABP-DC1-SDM2   domsrvr              5748 SEVERE_ERROR srel_attr.c           3530 SRef_Holder_Monitor[func_access_level:5003; b5DAAA Fac(func_access_level.id) Key(5003) Dob(c5DAAA,) Dset() Stat(0) Src(FAC)] timed out

02/12 09:16:43.68 ABP-DC1-SDM2   domsrvr              5748 SEVERE_ERROR srel_attr.c           3530 SRef_Holder_Monitor[func_access_level:5003; i5DAAA Fac(func_access_level.id) Key(5003) Dob(j5DAAA,) Dset() Stat(0) Src(FAC)] timed out

02/12 09:16:43.70 ABP-DC1-SDM2   domsrvr              5748 SEVERE_ERROR srel_attr.c           3530 SRef_Holder_Monitor[func_access_level:5002; n5DAAA Fac(func_access_level.id) Key(5002) Dob(o5DAAA,) Dset() Stat(0) Src(FAC)] timed out

02/12 09:16:43.71 ABP-DC1-SDM2   domsrvr              5748 SEVERE_ERROR srel_attr.c           3530 SRef_Holder_Monitor[func_access_level:5003; u5DAAA Fac(func_access_level.id) Key(5003) Dob(v5DAAA,) Dset() Stat(0) Src(FAC)] timed out

02/12 09:16:43.73 ABP-DC1-SDM2   domsrvr              5748 SEVERE_ERROR srel_attr.c           3530 SRef_Holder_Monitor[func_access_level:5003; z5DAAA Fac(func_access_level.id) Key(5003) Dob(05DAAA,) Dset() Stat(0) Src(FAC)] timed out

02/12 09:16:43.75 ABP-DC1-SDM2   domsrvr              5748 SEVERE_ERROR srel_attr.c           3530 SRef_Holder_Monitor[func_access_level:5002; 45DAAA Fac(func_access_level.id) Key(5002) Dob(55DAAA,) Dset() Stat(0) Src(FAC)] timed out

02/12 09:16:43.76 ABP-DC1-SDM2   domsrvr              5748 SEVERE_ERROR srel_attr.c           3530 SRef_Holder_Monitor[func_access_level:5003; 95DAAA Fac(func_access_level.id) Key(5003) Dob(_5DAAA,) Dset() Stat(0) Src(FAC)] timed out

02/12 09:16:43.78 ABP-DC1-SDM2   domsrvr              5748 SEVERE_ERROR srel_attr.c           3530 SRef_Holder_Monitor[func_access_level:5003; C6DAAA Fac(func_access_level.id) Key(5003) Dob(D6DAAA,) Dset() Stat(0) Src(FAC)] timed out

02/12 09:16:43.79 ABP-DC1-SDM2   domsrvr              5748 SEVERE_ERROR srel_attr.c           3530 SRef_Holder_Monitor[func_access_level:5002; H6DAAA Fac(func_access_level.id) Key(5002) Dob(I6DAAA,) Dset() Stat(0) Src(FAC)] timed out

02/12 09:16:43.81 ABP-DC1-SDM2   domsrvr              5748 SEVERE_ERROR srel_attr.c           3530 SRef_Holder_Monitor[func_access_level:5003; O6DAAA Fac(func_access_level.id) Key(5003) Dob(P6DAAA,) Dset() Stat(0) Src(FAC)] timed out

02/12 09:16:43.83 ABP-DC1-SDM2   domsrvr              5748 SEVERE_ERROR srel_attr.c           3530 SRef_Holder_Monitor[func_access_level:5003; S6DAAA Fac(func_access_level.id) Key(5003) Dob(T6DAAA,) Dset() Stat(0) Src(FAC)] timed out

02/12 09:16:43.84 ABP-DC1-SDM2   domsrvr              5748 SEVERE_ERROR srel_attr.c           3530 SRef_Holder_Monitor[func_access_level:5003; W6DAAA Fac(func_access_level.id) Key(5003) Dob(X6DAAA,) Dset() Stat(0) Src(FAC)] timed out

02/12 09:16:43.86 ABP-DC1-SDM2   domsrvr              5748 SEVERE_ERROR srel_attr.c           3530 SRef_Holder_Monitor[func_access_level:5003; b6DAAA Fac(func_access_level.id) Key(5003) Dob(c6DAAA,) Dset() Stat(0) Src(FAC)] timed out

02/12 09:16:43.88 ABP-DC1-SDM2   domsrvr              5748 SEVERE_ERROR srel_attr.c           3530 SRef_Holder_Monitor[func_access_level:5003; h6DAAA Fac(func_access_level.id) Key(5003) Dob(i6DAAA,) Dset() Stat(0) Src(FAC)] timed out

02/12 09:16:43.89 ABP-DC1-SDM2   domsrvr              5748 SEVERE_ERROR srel_attr.c           3530 SRef_Holder_Monitor[func_access_level:5003; m6DAAA Fac(func_access_level.id) Key(5003) Dob(n6DAAA,) Dset() Stat(0) Src(FAC)] timed out

02/12 09:16:43.91 ABP-DC1-SDM2   domsrvr              5748 SEVERE_ERROR srel_attr.c           3530 SRef_Holder_Monitor[func_access_level:5003; r6DAAA Fac(func_access_level.id) Key(5003) Dob(s6DAAA,) Dset() Stat(0) Src(FAC)] timed out

02/12 09:16:43.92 ABP-DC1-SDM2   domsrvr              5748 SEVERE_ERROR srel_attr.c           3530 SRef_Holder_Monitor[func_access_level:5003; w6DAAA Fac(func_access_level.id) Key(5003) Dob(x6DAAA,) Dset() Stat(0) Src(FAC)] timed out

02/12 09:16:43.94 ABP-DC1-SDM2   domsrvr              5748 SEVERE_ERROR srel_attr.c           3530 SRef_Holder_Monitor[func_access_level:5002; 26DAAA Fac(func_access_level.id) Key(5002) Dob(36DAAA,) Dset() Stat(0) Src(FAC)] timed out

02/12 09:16:44.06 ABP-DC1-SDM2   rep_daemon           2180 SIGNIFICANT  RepDaemon.c            250 Repository daemon is ready for action!

02/12 09:16:44.53 ABP-DC1-SDM2   domsrvr              5748 SEVERE_ERROR srel_attr.c           3530 SRef_Holder_Monitor[func_access_level:5003; c9DAAA Fac(func_access_level.id) Key(5003) Dob(d9DAAA,) Dset() Stat(0) Src(FAC)] timed out

02/12 09:16:44.56 ABP-DC1-SDM2   domsrvr              5748 SEVERE_ERROR srel_attr.c           3530 SRef_Holder_Monitor[func_access_level:5003; h9DAAA Fac(func_access_level.id) Key(5003) Dob(i9DAAA,) Dset() Stat(0) Src(FAC)] timed out

02/12 09:16:44.57 ABP-DC1-SDM2   domsrvr              5748 SEVERE_ERROR srel_attr.c           3530 SRef_Holder_Monitor[func_access_level:5001; m9DAAA Fac(func_access_level.id) Key(5001) Dob(n9DAAA,) Dset() Stat(0) Src(FAC)] timed out

02/12 09:16:44.59 ABP-DC1-SDM2   domsrvr              5748 SEVERE_ERROR srel_attr.c           3530 SRef_Holder_Monitor[func_access_level:5002; t9DAAA Fac(func_access_level.id) Key(5002) Dob(u9DAAA,) Dset() Stat(0) Src(FAC)] timed out

02/12 09:16:44.60 ABP-DC1-SDM2   domsrvr              5748 SEVERE_ERROR srel_attr.c           3530 SRef_Holder_Monitor[func_access_level:5002; z9DAAA Fac(func_access_level.id) Key(5002) Dob(09DAAA,) Dset() Stat(0) Src(FAC)] timed out

02/12 09:16:44.62 ABP-DC1-SDM2   domsrvr              5748 SEVERE_ERROR srel_attr.c           3530 SRef_Holder_Monitor[func_access_level:5001; 39DAAA Fac(func_access_level.id) Key(5001) Dob(49DAAA,) Dset() Stat(0) Src(FAC)] timed out

02/12 09:16:44.64 ABP-DC1-SDM2   domsrvr              5748 SEVERE_ERROR srel_attr.c           3530 SRef_Holder_Monitor[func_access_level:5003; 89DAAA Fac(func_access_level.id) Key(5003) Dob(99DAAA,) Dset() Stat(0) Src(FAC)] timed out

02/12 09:16:44.65 ABP-DC1-SDM2   domsrvr              5748 SEVERE_ERROR srel_attr.c           3530 SRef_Holder_Monitor[func_access_level:5002; B_DAAA Fac(func_access_level.id) Key(5002) Dob(C_DAAA,) Dset() Stat(0) Src(FAC)] timed out

02/12 09:16:44.67 ABP-DC1-SDM2   domsrvr              5748 SEVERE_ERROR srel_attr.c           3530 SRef_Holder_Monitor[func_access_level:5003; G_DAAA Fac(func_access_level.id) Key(5003) Dob(H_DAAA,) Dset() Stat(0) Src(FAC)] timed out

02/12 09:16:44.68 ABP-DC1-SDM2   domsrvr              5748 SEVERE_ERROR srel_attr.c           3530 SRef_Holder_Monitor[func_access_level:5003; L_DAAA Fac(func_access_level.id) Key(5003) Dob(M_DAAA,) Dset() Stat(0) Src(FAC)] timed out

02/12 09:16:44.70 ABP-DC1-SDM2   domsrvr              5748 SEVERE_ERROR srel_attr.c           3530 SRef_Holder_Monitor[func_access_level:5002; Q_DAAA Fac(func_access_level.id) Key(5002) Dob(R_DAAA,) Dset() Stat(0) Src(FAC)] timed out

02/12 09:16:44.72 ABP-DC1-SDM2   domsrvr              5748 SEVERE_ERROR srel_attr.c           3530 SRef_Holder_Monitor[func_access_level:5002; V_DAAA Fac(func_access_level.id) Key(5002) Dob(W_DAAA,) Dset() Stat(0) Src(FAC)] timed out

02/12 09:16:44.74 ABP-DC1-SDM2   domsrvr              5748 SEVERE_ERROR srel_attr.c           3530 SRef_Holder_Monitor[func_access_level:5003; a_DAAA Fac(func_access_level.id) Key(5003) Dob(b_DAAA,) Dset() Stat(0) Src(FAC)] timed out

02/12 09:16:44.75 ABP-DC1-SDM2   domsrvr              5748 SEVERE_ERROR srel_attr.c           3530 SRef_Holder_Monitor[func_access_level:5003; f_DAAA Fac(func_access_level.id) Key(5003) Dob(g_DAAA,) Dset() Stat(0) Src(FAC)] timed out

02/12 09:16:44.95 ABP-DC1-SDM2   domsrvr              5748 SEVERE_ERROR srel_attr.c           3530 SRef_Holder_Monitor[func_access_level:5001; C-DAAA Fac(func_access_level.id) Key(5001) Dob(D-DAAA,) Dset() Stat(0) Src(FAC)] timed out

02/12 09:16:45.06 ABP-DC1-SDM2   domsrvr              5748 SEVERE_ERROR srel_attr.c           3530 SRef_Holder_Monitor[func_access_level:5001; JAEAAA Fac(func_access_level.id) Key(5001) Dob(KAEAAA,) Dset() Stat(0) Src(FAC)] timed out

02/12 09:16:45.08 ABP-DC1-SDM2   domsrvr              5748 SEVERE_ERROR srel_attr.c           3530 SRef_Holder_Monitor[func_access_level:5001; FBEAAA Fac(func_access_level.id) Key(5001) Dob(GBEAAA,) Dset() Stat(0) Src(FAC)] timed out

02/12 09:16:46.72 ABP-DC1-SDM2   domsrvr              5748 SIGNIFICANT  stc_mgr.c             1169 Transition rule cache for [iss] has finished loading

02/12 09:16:46.85 ABP-DC1-SDM2   domsrvr              5748 SIGNIFICANT  stc_mgr.c             1169 Transition rule cache for [chg] has finished loading

02/12 09:16:47.02 ABP-DC1-SDM2   domsrvr              5748 SIGNIFICANT  socket_port.c         1954 Unable to write to (Slump Port) for 2 seconds. Total errors (3). Last RC(10035): Unknown error

02/12 09:16:49.17 ABP-DC1-SDM2   bu_daemon            9044 SIGNIFICANT  BURate.c               751 KT bubble-up processing will start at 02/13/2016 00:00:00 and end at 02/13/2016 07:00:00

02/12 09:16:51.56 ABP-DC1-SDM2   domsrvr              5748 SIGNIFICANT  stc_mgr.c             1169 Transition rule cache for [pr] has finished loading

02/12 09:16:51.65 ABP-DC1-SDM2   domsrvr              5748 SIGNIFICANT  stc_mgr.c             1169 Transition rule cache for [cr] has finished loading

02/12 09:16:51.84 ABP-DC1-SDM2   domsrvr              5748 SIGNIFICANT  stc_mgr.c             1169 Transition rule cache for [in] has finished loading

02/12 09:16:52.82 ABP-DC1-SDM2   pdm_maileater_nxd   10144 SIGNIFICANT  pdm_maileater_nxd.c   4701 Mailbox 100 (@/Inbox) has no Hostname defined, therefore should not poll.

02/12 09:16:52.83 ABP-DC1-SDM2   pdm_maileater_nxd   10144 SIGNIFICANT  pdm_

Can you message me directly with your contact info, for me to work on this?

Thanks

_R

Hi Raghu

Where should i do message pls, your email?

HEllo Raghu

Good day

please i need your advise on this. We are again getting this error. see the logs below. To put more info. In February we disabled sessionlogs and this issue didnt come up in the last 6-7 months. But now today we got this

Kindly advise

Raghu.Rudraraju

Hi Aamir,

Unfortunately I do not have anything off the top right now.

Are you considering upgrade to 14.x ?  

_R

Yes definitely ..we are.migrating soon

On 30-Jun-2016 7:59 pm, "Raghu.Rudraraju" <

Working with Laqa offline on this matter further

_R

Were you able to resolve this and if so, what was the answer?

Regards,

J.W.