CA Service Management

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  • 1.  Delay in SDM Events

    Posted Mar 17, 2020 08:23 PM
    Edited by Marco Antonio Velazquez Aldama Mar 17, 2020 08:23 PM
    Hi everyone,
    I comment you that I am working with CA SDM version 14.1, and a long time I have been having problems with events that are fired via Web Services

    Every so often "3 days and 14 hours" the events that are fired to Process Automation or another application stop sending unexpectedly and we do not know the root cause.

    **Currently we correct the error with a workaround, restarting the SDM every 3 days, before the problem occurs

    We have already reviewed the logs and it does not show anything specific. But we notice that the events as a notification sent via email, if they are sent without problems (that is why we assume that they are only events that are triggered via web Services, such as executing a process to PAM through an event in the ticket )

    I have already verified the table that registers the "animator" events but it does not present any problems. And we need to find the root cause.

    Note: I am thinking that it is affecting the number of transactions to the database, since they operate approximately 30 thousand tickets per month. but I don't know how to verify it

    Can someone help me, I will be very grateful
    Regards,
    Marco Velazquez.

    ------------------------------
    ITSM Consultant
    Dayset
    ------------------------------


  • 2.  RE: Delay in SDM Events
    Best Answer

    Broadcom Employee
    Posted Mar 18, 2020 01:52 PM
    Marco..........

    SDM 14.1 has been out of Support for some time.  Do you have plans to upgrade to a supported 17.x version?

    When the issue occurs:

    1.  Do you see any errors in the SDM STDLOGs?
    2.  Do other Tomcat functions (i.e. Export, Attachments) still work?
    3.  Are you able to access the Web Services WSDL URL?


    ------------------------------
    Paul Coccimiglio
    Principal Support Engineer
    Broadcom Inc.
    ------------------------------

    Original Message


  • 3.  RE: Delay in SDM Events

    Posted Mar 18, 2020 04:04 PM
    Hi Paul,
    I comment you, the following:

    SDM 14.1 has been out of Support for some time. Do you have plans to upgrade to a supported 17.x version?
    *****in this time an SDM update is not planned, due to the level of impact it will have on the operation

    1. Do you see any errors in the SDM STDLOGs?
    *****these are some of the messages in the log
    ***************************************************************************************************

                   Line 8873: 09/25 16:16:18.42 WIN-ZFBGU04PUT animator_nxd         6712 ERROR        animator_nxd.c        1839 AHD05282:No se permite actualizar el incidente inactivo. in animator ANI:20902688 (cr:1158588) for atev:12233536 in method animation_complete

                    Line 8873: 09/25 16:16:18.42 WIN-ZFBGU04PUT animator_nxd         6712 ERROR        animator_nxd.c        1839 AHD05282:No se permite actualizar el incidente inactivo. in animator ANI:20902688 (cr:1158588) for atev:12233536 in method animation_complete

                    Line 8873: 09/25 16:16:18.42 WIN-ZFBGU04PUT animator_nxd         6712 ERROR        animator_nxd.c        1839 AHD05282:No se permite actualizar el incidente inactivo. in animator ANI:20902688 (cr:1158588) for atev:12233536 in method animation_complete

                    Line 8874: 09/25 16:16:18.44 WIN-ZFBGU04PUT animator_nxd         6712 SIGNIFICANT  animator_nxd.c        2121 Deleted animator ANI:20902688 (cr:1158588) for atev:12233536 due to earlier failures during firing

                    Line 8874: 09/25 16:16:18.44 WIN-ZFBGU04PUT animator_nxd         6712 SIGNIFICANT  animator_nxd.c        2121 Deleted animator ANI:20902688 (cr:1158588) for atev:12233536 due to earlier failures during firing

                    Line 8874: 09/25 16:16:18.44 WIN-ZFBGU04PUT animator_nxd         6712 SIGNIFICANT  animator_nxd.c        2121 Deleted animator ANI:20902688 (cr:1158588) for atev:12233536 due to earlier failures during firing

                    Line 11637: 09/25 16:18:14.91 WIN-ZFBGU04PUT animator_nxd         6712 SIGNIFICANT  bpobject.c            2587 Stats: imp(0) lcl(0) rmt(731,746) rmtref(532,0) dbchg(0)

                    Line 11644: 09/25 16:18:16.94 WIN-ZFBGU04PUT animator_nxd         6712 SIGNIFICANT  animator_nxd.c        1343 402 animations pending from now to 09/25/2019 16:48:16; 0 backlogged

                    Line 11644: 09/25 16:18:16.94 WIN-ZFBGU04PUT animator_nxd         6712 SIGNIFICANT  animator_nxd.c        1343 402 animations pending from now to 09/25/2019 16:48:16; 0 backlogged

                    Line 11645: 09/25 16:18:16.94 WIN-ZFBGU04PUT animator_nxd         6712 SIGNIFICANT  animator_nxd.c        1354 Last period 1241 fired; 872 added; 1260 deleted; 0 repeated within period

                    Line 11645: 09/25 16:18:16.94 WIN-ZFBGU04PUT animator_nxd         6712 SIGNIFICANT  animator_nxd.c        1354 Last period 1241 fired; 872 added; 1260 deleted; 0 repeated within period

      C:\Users\Manuel\Desktop\LOGS animator\log\stdlog.3 (14 hits)

                    Line 7139: 09/25 16:26:56.02 WIN-ZFBGU04PUT animator_nxd         6712 ERROR        animator_nxd.c        2733 NOT FOUND in Attached_Event in method got_target_dob

                    Line 7139: 09/25 16:26:56.02 WIN-ZFBGU04PUT animator_nxd         6712 ERROR        animator_nxd.c        2733 NOT FOUND in Attached_Event in method got_target_dob

                    Line 7140: 09/25 16:26:56.07 WIN-ZFBGU04PUT animator_nxd         6712 SIGNIFICANT  animator_nxd.c        2121 Deleted animator ANI:20891810 (cr:1158382) for atev:12222923 due to earlier failures during firing

                    Line 7140: 09/25 16:26:56.07 WIN-ZFBGU04PUT animator_nxd         6712 SIGNIFICANT  animator_nxd.c        2121 Deleted animator ANI:20891810 (cr:1158382) for atev:12222923 due to earlier failures during firing

                    Line 7140: 09/25 16:26:56.07 WIN-ZFBGU04PUT animator_nxd         6712 SIGNIFICANT  animator_nxd.c        2121 Deleted animator ANI:20891810 (cr:1158382) for atev:12222923 due to earlier failures during firing

                    Line 9597: 09/25 16:29:25.66 WIN-ZFBGU04PUT animator_nxd         6712 ERROR        animator_nxd.c        1532 Animator ANI:20650607 was skipped; starting it now

                    Line 9597: 09/25 16:29:25.66 WIN-ZFBGU04PUT animator_nxd         6712 ERROR        animator_nxd.c        1532 Animator ANI:20650607 was skipped; starting it now

                    Line 9597: 09/25 16:29:25.66 WIN-ZFBGU04PUT animator_nxd         6712 ERROR        animator_nxd.c        1532 Animator ANI:20650607 was skipped; starting it now

                    Line 10729: 09/25 16:30:20.47 WIN-ZFBGU04PUT animator_nxd         6712 ERROR        animator_nxd.c        2723 Method 2 failed for event zadjevt_PAMre in animator ANI:20903225 (cr:1158515) for atev:12234060

                    Line 10729: 09/25 16:30:20.47 WIN-ZFBGU04PUT animator_nxd         6712 ERROR        animator_nxd.c        2723 Method 2 failed for event zadjevt_PAMre in animator ANI:20903225 (cr:1158515) for atev:12234060

                    Line 10729: 09/25 16:30:20.47 WIN-ZFBGU04PUT animator_nxd         6712 ERROR        animator_nxd.c        2723 Method 2 failed for event zadjevt_PAMre in animator ANI:20903225 (cr:1158515) for atev:12234060

                    Line 10731: 09/25 16:30:21.14 WIN-ZFBGU04PUT animator_nxd         6712 ERROR        animator_nxd.c        2723 Method 2 failed for event zevtimpcare in animator ANI:20903224 (cr:1158515) for atev:12234059

                    Line 10731: 09/25 16:30:21.14 WIN-ZFBGU04PUT animator_nxd         6712 ERROR        animator_nxd.c        2723 Method 2 failed for event zevtimpcare in animator ANI:20903224 (cr:1158515) for atev:12234059

                    Line 10731: 09/25 16:30:21.14 WIN-ZFBGU04PUT animator_nxd         6712 ERROR        animator_nxd.c        2723 Method 2 failed for event zevtimpcare in animator ANI:20903224 (cr:1158515) for atev:12234059

                    Line 2111: 09/25 16:34:01.45 WIN-ZFBGU04PUT animator_nxd         6712 ERROR        animator_nxd.c        2723 Method 2 failed for event zadjevt_PAMre in animator ANI:20903319 (cr:1158550) for atev:12234151

                    Line 2111: 09/25 16:34:01.45 WIN-ZFBGU04PUT animator_nxd         6712 ERROR        animator_nxd.c        2723 Method 2 failed for event zadjevt_PAMre in animator ANI:20903319 (cr:1158550) for atev:12234151

                    Line 2111: 09/25 16:34:01.45 WIN-ZFBGU04PUT animator_nxd         6712 ERROR        animator_nxd.c        2723 Method 2 failed for event zadjevt_PAMre in animator ANI:20903319 (cr:1158550) for atev:12234151

                    Line 2264: 09/25 16:34:05.41 WIN-ZFBGU04PUT animator_nxd         6712 ERROR        animator_nxd.c        2723 Method 2 failed for event zEVTNotif_seguimientoTelegram in animator ANI:20903311 (cr:1158452) for atev:12234143

                    Line 2264: 09/25 16:34:05.41 WIN-ZFBGU04PUT animator_nxd         6712 ERROR        animator_nxd.c        2723 Method 2 failed for event zEVTNotif_seguimientoTelegram in animator ANI:20903311 (cr:1158452) for atev:12234143

                    Line 2264: 09/25 16:34:05.41 WIN-ZFBGU04PUT animator_nxd         6712 ERROR        animator_nxd.c        2723 Method 2 failed for event zEVTNotif_seguimientoTelegram in animator ANI:20903311 (cr:1158452) for atev:12234143

                    Line 2606: 09/25 16:34:07.92 WIN-ZFBGU04PUT animator_nxd         6712 ERROR        animator_nxd.c        2723 Method 2 failed for event zadjevt_PAMre in animator ANI:20903300 (cr:1158452) for atev:12234133

                    Line 2606: 09/25 16:34:07.92 WIN-ZFBGU04PUT animator_nxd         6712 ERROR        animator_nxd.c        2723 Method 2 failed for event zadjevt_PAMre in animator ANI:20903300 (cr:1158452) for atev:12234133

                    Line 2606: 09/25 16:34:07.92 WIN-ZFBGU04PUT animator_nxd         6712 ERROR        animator_nxd.c        2723 Method 2 failed for event zadjevt_PAMre in animator ANI:20903300 (cr:1158452) for atev:12234133

                    Line 2608: 09/25 16:34:09.77 WIN-ZFBGU04PUT animator_nxd         6712 ERROR        animator_nxd.c        2723 Method 2 failed for event zevtimpcare in animator ANI:20903302 (cr:1158452) for atev:12234135

                    Line 2608: 09/25 16:34:09.77 WIN-ZFBGU04PUT animator_nxd         6712 ERROR        animator_nxd.c        2723 Method 2 failed for event zevtimpcare in animator ANI:20903302 (cr:1158452) for atev:12234135

                    Line 2608: 09/25 16:34:09.77 WIN-ZFBGU04PUT animator_nxd         6712 ERROR        animator_nxd.c        2723 Method 2 failed for event zevtimpcare in animator ANI:20903302 (cr:1158452) for atev:12234135

                    Line 2955: 09/25 16:34:30.10 WIN-ZFBGU04PUT animator_nxd         6712 ERROR        animator_nxd.c        2723 Method 2 failed for event zadjevt_PAMre in animator ANI:20903277 (cr:1158581) for atev:12234111

                    Line 2955: 09/25 16:34:30.10 WIN-ZFBGU04PUT animator_nxd         6712 ERROR        animator_nxd.c        2723 Method 2 failed for event zadjevt_PAMre in animator ANI:20903277 (cr:1158581) for atev:12234111

                    Line 2955: 09/25 16:34:30.10 WIN-ZFBGU04PUT animator_nxd         6712 ERROR        animator_nxd.c        2723 Method 2 failed for event zadjevt_PAMre in animator ANI:20903277 (cr:1158581) for atev:12234111

     Line 1537: 09/25 16:58:28.02 WIN-ZFBGU04PUT animator_nxd         6712 ERROR        animator_nxd.c        2733 NOT FOUND in Attached_Event in method got_target_dob

                    Line 1537: 09/25 16:58:28.02 WIN-ZFBGU04PUT animator_nxd         6712 ERROR        animator_nxd.c        2733 NOT FOUND in Attached_Event in method got_target_dob

                    Line 1538: 09/25 16:58:28.02 WIN-ZFBGU04PUT animator_nxd         6712 SIGNIFICANT  animator_nxd.c        2121 Deleted animator ANI:20893312 (cr:1158424) for atev:12224400 due to earlier failures during firing

     Line 12264: 09/25 17:19:44.99 WIN-ZFBGU04PUT animator_nxd        18084 ERROR        animator_nxd.c        1834 Object atev:12235284 not found in animator ANI:20904483 (cr:1158458) for atev:12235284

                    Line 12264: 09/25 17:19:44.99 WIN-ZFBGU04PUT animator_nxd        18084 ERROR        animator_nxd.c        1834 Object atev:12235284 not found in animator ANI:20904483 (cr:1158458) for atev:12235284

                    Line 12264: 09/25 17:19:44.99 WIN-ZFBGU04PUT animator_nxd        18084 ERROR        animator_nxd.c        1834 Object atev:12235284 not found in animator ANI:20904483 (cr:1158458) for atev:12235284

                    Line 12265: 09/25 17:19:45.00 WIN-ZFBGU04PUT animator_nxd        18084 ERROR        animator_nxd.c        1834 Object atev:12234965 not found in animator ANI:20904150 (cr:1158496) for atev:12234965

                    Line 12265: 09/25 17:19:45.00 WIN-ZFBGU04PUT animator_nxd        18084 ERROR        animator_nxd.c        1834 Object atev:12234965 not found in animator ANI:20904150 (cr:1158496) for atev:12234965

                    Line 12265: 09/25 17:19:45.00 WIN-ZFBGU04PUT animator_nxd        18084 ERROR        animator_nxd.c        1834 Object atev:12234965 not found in animator ANI:20904150 (cr:1158496) for atev:12234965

                    Line 1538: 09/25 16:58:28.02 WIN-ZFBGU04PUT animator_nxd         6712 SIGNIFICANT  animator_nxd.c        2121 Deleted animator ANI:20893312 (cr:1158424) for atev:12224400 due to earlier failures during firing

                    Line 1538: 09/25 16:58:28.02 WIN-ZFBGU04PUT animator_nxd         6712 SIGNIFICANT  animator_nxd.c        2121 Deleted animator ANI:20893312 (cr:1158424) for atev:12224400 due to earlier failures during firing
    ***************************************************************************************************


    2. Do other Tomcat functions (i.e. Export, Attachments) still work?
    *****these functions continue to work without problems.
    also create or edit tickets


    3. Are you able to access the Web Services WSDL URL?
    *****If it is possible to enter the Web Service league

    I hope you can help me with this feedback
    Regards and Thanks
    Marco Velazquez.



    ------------------------------
    ITSM Consultant
    Dayset
    ------------------------------

    Original Message