AHD04508:Time-out in Trigger cr::attached_sla_processing

[Halim Liauw]

Hi Everyone,

 

Since we go live CA SDM r12.9 in 1st Jan, we encountered three incidents whereby user will receive error message "Delay Server Response" in CA SDM webpage when users try to view incident in scoreboard. During that time, users cannot create a new incident as well as update existing incident coz they will receive same error "Delay Server Response" again. The only way to resolve this issue, we have to restart the CA Service Desk Manager services.

 

From STDlog files, I observed following errors for three incidents:

 

02/05 11:44:30.85 PAPPSDV1       domsrvr              3248 ERROR        attr.c                6211 AHD04508:Time-out in Trigger cr::attached_sla_processing

02/05 11:44:30.89 PAPPSDV1       domsrvr              3248 SIGNIFICANT  top_ob.c              4480 Lock for $PERSID is held by contact 00 - retrying in 36 seconds

02/05 11:45:06.91 PAPPSDV1       domsrvr              3248 SIGNIFICANT  top_ob.c              4480 Lock for $PERSID is held by contact 7338752847213B46A1EE91B9D75790E9 - retrying in 56 seconds

02/05 11:46:02.92 PAPPSDV1       domsrvr              3248 SIGNIFICANT  top_ob.c              4480 Lock for $PERSID is held by contact BFFA51FFD2061948BDF43DE09A47A106 - retrying in 117 seconds

02/05 11:47:59.93 PAPPSDV1       domsrvr              3248 SIGNIFICANT  top_ob.c              4480 Lock for $PERSID is held by contact 37E835CBB02F0C478A64943C6F0A13CD - retrying in 249 seconds

02/05 11:52:08.93 PAPPSDV1       domsrvr              3248 SIGNIFICANT  top_ob.c              4480 Lock for $PERSID is held by contact 0A8A42C4AF1B844999967234951137F1 - retrying in 481 seconds

 

I have found TEC document: https://comm.support.ca.com/?legacyid=TEC550253. The error message related to trigger /spell code, for our case, the trigger is attached_sla_processing. 

 

Is this issue due to attaching SLA in incident? We have defined Service Type in Configuration Item. Has anyone encounter the same error in CA SDM r12.9?

 

Cheers,

[Raghu Rudraraju]

Hi halimliauw,

You may need to engage Support to research this up further. Its possible that some tracing needs to be set in place for another occurrence of the issue, upon which some reasons could be obtained.

-R

From: CA Service Management Global User CommunityMessage Boards [mailto:[e-mail]]
Sent: Wednesday, February 05, 2014 5:24 AM
To: [e-mail]
Subject: [Tuesday's Tips] AHD04508:Time-out in Trigger cr::attached_sla_processing

Hi Everyone,

Since we go live CA SDM r12.9 in 1st Jan, we encountered three incidents whereby user will receive error message "Delay Server Response" in CA SDM webpage when users try to view incident in scoreboard. During that time, users cannot create a new incident as well as update existing incident coz they will receive same error "Delay Server Response" again. The only way to resolve this issue, we have to restart the CA Service Desk Manager services.

From STDlog files, I observed following errors for three incidents:

02/05 11:44:30.85 PAPPSDV1 domsrvr 3248 ERROR attr.c 6211 AHD04508:Time-out in Trigger cr::attached_sla_processing
02/05 11:44:30.89 PAPPSDV1 domsrvr 3248 SIGNIFICANT top_ob.c 4480 Lock for $PERSID is held by contact 00 - retrying in 36 seconds
02/05 11:45:06.91 PAPPSDV1 domsrvr 3248 SIGNIFICANT top_ob.c 4480 Lock for $PERSID is held by contact 7338752847213B46A1EE91B9D75790E9 - retrying in 56 seconds
02/05 11:46:02.92 PAPPSDV1 domsrvr 3248 SIGNIFICANT top_ob.c 4480 Lock for $PERSID is held by contact BFFA51FFD2061948BDF43DE09A47A106 - retrying in 117 seconds
02/05 11:47:59.93 PAPPSDV1 domsrvr 3248 SIGNIFICANT top_ob.c 4480 Lock for $PERSID is held by contact 37E835CBB02F0C478A64943C6F0A13CD - retrying in 249 seconds
02/05 11:52:08.93 PAPPSDV1 domsrvr 3248 SIGNIFICANT top_ob.c 4480 Lock for $PERSID is held by contact 0A8A42C4AF1B844999967234951137F1 - retrying in 481 seconds

I have found TEC document: https://comm.support.ca.com/?legacyid=TEC550253 The error message related to trigger /spell code, for our case, the trigger is attached_sla_processing.

Is this issue due to attaching SLA in incident? We have defined Service Type in Configuration Item. Has anyone encounter the same error in CA SDM r12.9?

Cheers,
Posted by:halimliauw
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[Halim Liauw]

Thanks Raghu,

I will let CA Support handle this issue. Hope they can resolve this issue ASAP. Due to this intermittent error, customer is very unhappy with unexpected downtime for CA SDM.

Cheers,

[Giedrius Bekintis]

Did you manage to resolve this issue? We have same problem in clients environment and it seems that we stuck with CA Support.

[Giedrius Bekintis]

it seems that this issue was resolved by T5ET578 testfix

[Halim Liauw]

Dear Gutis,

 

Yes, the fix resolved the issue. I hope it does resolve the issue on ur client env. If not, you can contact us, we can provide PS effort to check your client env.

[Legacy User]

Hi

I searched by fix number for that fix on CA support site under the published solutions and I am unable to find this fix?

How do I get that fix?

[Giedrius Bekintis]

You need to open an issue within CA support to get this fix.

[Michael Mueller]

:( I am still seeing these messsages in 17.3. 
...
07/27 12:39:37.07 sdm173-2 domsrvr 3011 SIGNIFICANT top_ob.c 4484 Lock for cr:401104 is held by contact F66961EF717A01F7A294000C2990289B - retrying in 26 seconds
...
07/27 12:40:30.07 sdm173-2 domsrvr 3011 SIGNIFICANT top_ob.c 4484 Lock for cr:401104 is held by contact 00 - retrying in 21 seconds
...


------------------------------
Principal Services Consultant
HCL Enterprise Studio
Germany
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[John Carmino]

Hello @Michael Mueller ,

Have you managed this issue? I can't find the Fix to solve this problem.

Regards,

John.

[Michael Mueller]

Hi John.

No, but to be honest I observed this on a test box, and can't remember any impact.
If you still observer this in your logs, how about the suggestion by Raghu to contact support on this?

Regards

...Michael

[John Carmino]

Hi @Michael Mueller ,

This is affecting my environment so I will contact support to look into this issue.

Thanks and Regards,

John.