CA Service Management

we are receiving below error in stdlogs repeatedly please shre if anyone encountered same issue.
06/19 14:49:14.38 xxxx spelsrvr 13833 ERROR alg.spl 734 Error setting log parent -
06/19 14:49:14.38 xxxx spelsrvr 13833 ERROR servicesoft.spl 638 Error creating audit trail log!
06/19 14:49:14.38 xxxx kt_daemon 14085 ERROR sdinteg.c 580 CSDInteg: link_session_to_ticket failed In method AddSessionActivitLog_done. Error Message: Error 1 Error creating audit trail log - check system logs

Hi Narasimha,

What version of SDM are you using in this case? During my knowledge search I

 have noted all old cases with similar error message but none referenced to new cases. If you can provide additional information in regards to your environment that would be helpful to answer in right direction. 

Hi Maheswar,

Thanks for the reply. We are using 17.0 version.

Hi Narasimha,

Could you confirm if you have migrated from an older version to 17.0 by any chance. As informed earlier I am not seeing any related hits in regards to this error message in out latest version but referencing to older versions.

Can you put some more light on what action do you think that these errors creeping into the log files? Do you see any particular trend i.e creation of a ticket or update a ticket? Any specific object that is targeted to see these errors?

I suspect that the session logs seems to be having some issue from the error messages provided. Could you check if there is enough space on the database end for committing the records.

Could you also consider to run the Archive/Purge on session logs data and see if that make any changes to this behavior? Hope this info helps you further.

Hi Maheshwar,

yes, we migrated the application to 17.0 version. activity which produces this error is unknown.

Hi Narasimha,

My best suggestion is to upgrade your current 17.0( updated to 17.1) to 17.1 as there were multiple bugs which were resolved and provided in 17.1 environment. Let me know if this helps moving forward. 

The error looks very much like this old defect:

https://support.ca.com/us/download-center/problem-detail.html?docid=525823&productcd=USRD&problemnbr=1118 

Can you attempt to use the reproduction steps noted there, and see if this triggers the problem? If so, I'd recommend logging a Support case for further review.

naras009 

As stated, please upgrade to the latest CA SDM 17.1 release and then proceed to apply the RU1 patch (Installing CA Service Management 17.1.0.1 - CA Service Management - 17.1 - CA Technologies Documentation )

If the issue still persists after upgrading to CA SDM 17.1 and applying the RU1 patch, please open a CA Support case for further investigation.

Thank you Paul