CA Service Management

  • 1.  CA SDM tickets not visible in Xflow analyst interface page

    Posted Apr 10, 2017 08:27 AM

    Dear All,

     

    I have installed CA SDM 14.1 on windows server 2012 R2 Standars server and then applied Cumulative Patch #3 for Xflow analyst and Search Server. After post installation steps, i have observed none of the tickets are getting displayed in xFlow analyst page. 

     

    However just to inform you that i am able to search for users and KB articles. Is this known issue ? 



  • 2.  Re: CA SDM tickets not visible in Xflow analyst interface page

    Broadcom Employee
    Posted Apr 10, 2017 10:03 AM

    Sagar,

     

    When you install xFlow the data load into CA Search happens via a batch file (normally run automatically if selected during the install). 

     

    C:\Program Files\CA\SC\SearchServer\search\bin\pdm***

     

    It creates a log: C:\Program Files\CA\SC\SearchServer\search\logs\initial_load.log

     

    check this file to see if the table related to  cr  got inserted or not.  Here's a good case, and you can see the ticket data rows getting inserted at the bottom..

     

     

    [10:53:15,282][INFO ][loader ][main] import started for an object 'cr'
    [10:53:15,282][INFO ][importer.jdbc ][pool-9-thread-1] strategy standard: settings = {elasticsearch.cluster=ca_es_cluster, elasticsearch.host=MYHOSTNAME:9300, index=sdm_index_1466445123, max_bulk_actions=20000, metrics.enabled=true, metrics.interval=1s, metrics.logger.json=false, metrics.logger.plain=true, password=*********, sql=select call_req.persid as _id, call_req.id as inc_id, call_req.category as category,case when prob_ctg.owning_contract is null then -1 else prob_ctg.owning_contract end as owning_contract, call_req.summary as summary, call_req.description as description, CASE WHEN call_req.summary IS NULL and call_req.description IS NOT NULL THEN call_req.description WHEN call_req.summary IS NOT NULL and call_req.description IS NULL THEN call_req.summary WHEN call_req.summary = CONVERT(nvarchar(MAX),call_req.description) THEN call_req.summary ELSE call_req.summary+' '+CONVERT(nvarchar(MAX),call_req.description) END AS inc_desc, convert(varchar(32),call_req.customer,2) as "customer.id",ca_contact.first_name AS "customer.first_name",ca_contact.last_name AS "customer.last_name", call_req.requested_by as requested_by, convert(varchar(32),call_req.assignee,2) as assignee,ca_contact.inactive as assignee_status, convert(varchar(32),call_req.assignee,2) as resolved_by, convert(varchar(32),call_req.assignee,2) as consulted_with, case when ca_tenant.id is null then 'NaN' else convert(varchar(32), ca_tenant.id, 2) end as "tenant.id", ca_tenant.name as "tenant.name", call_req.ref_num as ref_num, call_req.status as "status.code", cr_stat.sym AS "status.desc", call_req.active_flag, call_req.type, '' as pic, call_req.last_mod_dt as last_mod_dt, 1 as "_version" from call_req INNER JOIN cr_stat ON call_req.status = cr_stat.code INNER JOIN ca_contact ON call_req.customer = ca_contact.contact_uuid left join ca_tenant on ca_tenant.id = call_req.tenant LEFT OUTER JOIN prob_ctg ON call_req.category = prob_ctg.persid where type in ('I','R'), type=cr, url=jdbc:sqlserver://MYHOSTNAME\sqlServer:1433;databaseName=mdb;, user=sa, versioning=true}, context = org.xbib.elasticsearch.jdbc.strategy.standard.StandardContext@76d3a217
    [10:53:15,282][INFO ][importer.jdbc.context.standard][pool-9-thread-1] found sink class org.xbib.elasticsearch.jdbc.strategy.standard.StandardSink@7d548bff
    [10:53:15,282][INFO ][importer.jdbc.context.standard][pool-9-thread-1] found source class org.xbib.elasticsearch.jdbc.strategy.standard.StandardSource@3f82cf7e
    [10:53:15,501][INFO ][metrics.source.plain ][pool-5-thread-1] totalrows = 25, 11 seconds = 11005 ms, 5044 = 4.93 KB bytes, 194.0 bytes = 194 avg size, 2.272 dps, 0 MB/s
    [10:53:15,501][INFO ][metrics.sink.plain ][pool-5-thread-1] 0 seconds = 57 ms, submitted = 25, succeeded = 13, failed = 0, 14648 = 14.30 KB bytes, 563.0 bytes = 563 avg size, 438.596 dps, 0.251 MB/s

    ..

    ..

    [10:53:20,657][INFO ][loader                   ][main] import ended for an object 'cr'

     

     

    If they all made it through fine, maybe the search criteria is invalid in xFlow.  

     

    If they did not make it through, a reindex might help:

    Perform Initial Load and Refresh Index and Data on the Search Server - CA Service Management - 14.1 - CA Technologies Do… 

     

    _R



  • 3.  Re: CA SDM tickets not visible in Xflow analyst interface page

    Posted Apr 11, 2017 01:24 AM

    Hi Raghu,

     

    Thanks for your response on this. I have verified and found that the logs are proper and the table related to  cr  got inserted also. Also to inform you that I could able to see all the data in DB but the data is not populating on frontend.

     

    Shall I go ahead and run reindexing commands ?. If I run the reindexing commands, what impact will it make on the application site as my Application and XFlow are on same server.



  • 4.  Re: CA SDM tickets not visible in Xflow analyst interface page

    Broadcom Employee
    Posted Apr 11, 2017 03:40 AM

    Hi Sagar,

     

    If you search for a certain existing ticket (Incident or Requst) from the Search Bar in xFlow, will it be searched? or did you get an error?

     

    Kind regards,

    Kaori



  • 5.  Re: CA SDM tickets not visible in Xflow analyst interface page

    Broadcom Employee
    Posted Apr 11, 2017 06:39 AM

    If the data already exists, maybe the search criteria is wrong?

     

    Are the all active tickets or inactive tickets?

     

    _R