Hi Pablo!
I'm having trouble updating my site id on broadcom support, so my case ended up being closed.
In the meantime I managed to get some information from the Catalog side after activating the debug mode.
Still, I didn't find anything that could explain why neither the attachments nor the comments are not being synchronized.
Here some evidence:
(I tried to insert the comment
COMMENT12345 to be able to search it in the logs)
2020/08/04 14.03.55.560 DEBUG [http-nio-8080-exec-8] [Request] Done getRequest
2020/08/04 14.03.55.560 DEBUG [http-nio-8080-exec-8] [BillingAccount] In BillingAccount.getBillingAccount, account num:10005
2020/08/04 14.03.55.560 TRACE [http-nio-8080-exec-8] [ThreadDbSession] Calling Threaddbsession get with id billingdb
2020/08/04 14.03.55.560 TRACE [http-nio-8080-exec-8] [ThreadDbSession] Calling Threaddbsession getsession
2020/08/04 14.03.55.560 TRACE [http-nio-8080-exec-8] [ThreadDbSession] dbsession is not null
2020/08/04 14.03.55.560 TRACE [http-nio-8080-exec-8] [DBSource] Query: select * from usm_billing_account where account_no in ( ? ) and status <> ?
2020/08/04 14.03.55.560 TRACE [http-nio-8080-exec-8] [DBSource] Query values: [10005, -1]
2020/08/04 14.03.55.560 TRACE [http-nio-8080-exec-8] [DBSource] Rows=1
2020/08/04 14.03.55.560 TRACE [http-nio-8080-exec-8] [DBSource] Transaction committed
2020/08/04 14.03.55.560 DEBUG [http-nio-8080-exec-8] [Notes] Saving Note object: -1
2020/08/04 14.03.55.560 TRACE [http-nio-8080-exec-8] [ThreadDbSession] Calling Threaddbsession get with id billingdb
2020/08/04 14.03.55.560 TRACE [http-nio-8080-exec-8] [ThreadDbSession] Calling Threaddbsession getsession
2020/08/04 14.03.55.560 TRACE [http-nio-8080-exec-8] [ThreadDbSession] dbsession is not null
2020/08/04 14.03.55.560 DEBUG [http-nio-8080-exec-8] [CommonDB] next ID for table: usm_note, field=notes_id
2020/08/04 14.03.55.560 TRACE [http-nio-8080-exec-8] [CommonDB] The Key during OnSave is: usm_note:ADDED
2020/08/04 14.03.55.560 TRACE [http-nio-8080-exec-8] [DBSource] Update [PreparedSql]: insert into usm_note (status,created_date,source_type,source_id,type_1,type_2,type_3,ref_1,ref_2,ref_3,note_text,note_type,account_id,user_id,domain,account_label,notes_id) values (?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?)
2020/08/04 14.03.55.560 TRACE [http-nio-8080-exec-8] [DBSource] Params [PreparedSql]: [1, 8/4/2020 17:3:55, 5, 27201, -1, -1, -1, -1, -1, -1, COMMENT12345, 1, 10005, diego.jacob, CNPQ, CNPQ:diego.jacob, 55500]
2020/08/04 14.03.55.560 TRACE [http-nio-8080-exec-8] [DBSource] Rows=1
2020/08/04 14.03.55.560 TRACE [http-nio-8080-exec-8] [Notes] In Notes Post Event ...
2020/08/04 14.03.55.560 TRACE [http-nio-8080-exec-8] [ThreadDbSession] Calling Threaddbsession get with id billingdb
2020/08/04 14.03.55.560 TRACE [http-nio-8080-exec-8] [ThreadDbSession] Calling Threaddbsession getsession
2020/08/04 14.03.55.560 TRACE [http-nio-8080-exec-8] [ThreadDbSession] dbsession is not null
2020/08/04 14.03.55.560 TRACE [http-nio-8080-exec-8] [DBSource] Query: select * from usm_note where notes_id=?
2020/08/04 14.03.55.560 TRACE [http-nio-8080-exec-8] [DBSource] Query values: [55500]
2020/08/04 14.03.55.560 TRACE [http-nio-8080-exec-8] [DBSource] Rows=1
2020/08/04 14.03.55.560 TRACE [http-nio-8080-exec-8] [ThreadDbSession] Calling Threaddbsession get with id billingdb
2020/08/04 14.03.55.560 TRACE [http-nio-8080-exec-8] [ThreadDbSession] Calling Threaddbsession getsession
2020/08/04 14.03.55.560 TRACE [http-nio-8080-exec-8] [ThreadDbSession] dbsession is not null
2020/08/04 14.03.55.560 TRACE [http-nio-8080-exec-8] [DBSource] Query: select * from usm_link_ticket_request_item where request_id=27201
2020/08/04 14.03.55.560 TRACE [http-nio-8080-exec-8] [DBSource] Query values: []
2020/08/04 14.03.55.560 TRACE [http-nio-8080-exec-8] [DBSource] Rows=1
2020/08/04 14.03.55.560 TRACE [http-nio-8080-exec-8] [DBSource] Transaction committed
2020/08/04 14.03.55.560 DEBUG [http-nio-8080-exec-8] [Request] In getRequest p_requestID=27201
2020/08/04 14.03.55.560 TRACE [http-nio-8080-exec-8] [ThreadDbSession] Calling Threaddbsession get with id billingdb
2020/08/04 14.03.55.560 TRACE [http-nio-8080-exec-8] [ThreadDbSession] Calling Threaddbsession getsession
2020/08/04 14.03.55.560 TRACE [http-nio-8080-exec-8] [ThreadDbSession] dbsession is not null
2020/08/04 14.03.55.560 DEBUG [http-nio-8080-exec-8] [Request] whereClause=request_id=? and status<>0
2020/08/04 14.03.55.560 TRACE [http-nio-8080-exec-8] [DBSource] Query: select * from usm_request where request_id=? and status<>0
2020/08/04 14.03.55.560 TRACE [http-nio-8080-exec-8] [DBSource] Query values: [27201]
2020/08/04 14.03.55.560 TRACE [http-nio-8080-exec-8] [DBSource] Rows=1
2020/08/04 14.03.55.560 DEBUG [http-nio-8080-exec-8] [Request] Done getRequest
2020/08/04 14.03.55.560 DEBUG [http-nio-8080-exec-8] [Request] In getRequest p_requestID=27201
2020/08/04 14.03.55.560 TRACE [http-nio-8080-exec-8] [ThreadDbSession] Calling Threaddbsession get with id billingdb
2020/08/04 14.03.55.560 TRACE [http-nio-8080-exec-8] [ThreadDbSession] Calling Threaddbsession getsession
2020/08/04 14.03.55.560 TRACE [http-nio-8080-exec-8] [ThreadDbSession] dbsession is not null
2020/08/04 14.03.55.560 DEBUG [http-nio-8080-exec-8] [Request] whereClause=request_id=? and status<>0
2020/08/04 14.03.55.560 TRACE [http-nio-8080-exec-8] [DBSource] Query: select * from usm_request where request_id=? and status<>0
2020/08/04 14.03.55.560 TRACE [http-nio-8080-exec-8] [DBSource] Query values: [27201]
2020/08/04 14.03.55.560 TRACE [http-nio-8080-exec-8] [DBSource] Rows=1
2020/08/04 14.03.55.560 DEBUG [http-nio-8080-exec-8] [Request] Done getRequest
2020/08/04 14.03.55.560 TRACE [http-nio-8080-exec-8] [ThreadDbSession] Calling Threaddbsession get with id commondb
2020/08/04 14.03.55.560 TRACE [http-nio-8080-exec-8] [ThreadDbSession] Calling Threaddbsession getsession
2020/08/04 14.03.55.560 TRACE [http-nio-8080-exec-8] [ThreadDbSession] dbsession is not null
2020/08/04 14.03.55.560 TRACE [http-nio-8080-exec-8] [DBSource] Query: select asset_id,file_name from usm_asset where note_id= ? order by created_date
2020/08/04 14.03.55.560 TRACE [http-nio-8080-exec-8] [DBSource] Query values: [55500]
2020/08/04 14.03.55.576 TRACE [http-nio-8080-exec-8] [DBSource] Rows=0
2020/08/04 14.03.55.576 TRACE [http-nio-8080-exec-8] [BillingObject] In BillingObject Post Event...
2020/08/04 14.03.55.576 DEBUG [http-nio-8080-exec-8] [BillingObject] In BillingObject Post Event. newProp:{notes_id=55500, source_type=5, source_id=27201, ref_1=-1, ref_2=-1, ref_3=-1, type_1=-1, type_2=-1, type_3=-1, status=1022, account_label=CNPQ:diego.jacob, created_date=8/4/2020 17:3:55, note_type=1, user_id=diego.jacob, account_id=10005, domain=CNPQ, note_text=COMMENT12345, note_unformatted_text=COMMENT12345, sdticketid=cr:449665, request_name=Dúvidas?, attachment_url=}
2020/08/04 14.03.55.576 DEBUG [http-nio-8080-exec-8] [BillingObject] Old Values:
{request_name!String=NIL, type_2!Integer=NIL, type_1!Integer=NIL, status!Integer=NIL, notes_id!Integer=NIL, attachment_url!String=NIL, source_type!Integer=NIL, account_label!String=NIL, note_type!Integer=NIL, created_date!Date=NIL, account_id!String=NIL, ref_2!Integer=NIL, note_unformatted_text!String=NIL, type_3!Integer=NIL, note_text!String=NIL, sdticketid!String=NIL, source_id!Integer=NIL, domain!String=NIL, user_id!String=NIL, ref_3!Integer=NIL, ref_1!Integer=NIL}
2020/08/04 14.03.55.576 DEBUG [http-nio-8080-exec-8] [BillingObject] New Values:
{request_name!String=Dúvidas?, type_2!Integer=-1, type_1!Integer=-1, status!Integer=1022, notes_id!Integer=55500, attachment_url!String=, source_type!Integer=5, account_label!String=CNPQ:diego.jacob, note_type!Integer=1, created_date!Date=8/4/2020 17:3:55, account_id!String=10005, ref_2!Integer=-1, note_unformatted_text!String=COMMENT12345, type_3!Integer=-1, note_text!String=COMMENT12345, sdticketid!String=cr:449665, source_id!Integer=27201, domain!String=CNPQ, user_id!String=diego.jacob, ref_3!Integer=-1, ref_1!Integer=-1}
2020/08/04 14.03.55.576 TRACE [http-nio-8080-exec-8] [Configuration] In getConfigurationObjects for domain : INSTALLED_DEFAULT
2020/08/04 14.03.55.576 TRACE [http-nio-8080-exec-8] [Configuration] Entered query in Configuration..
2020/08/04 14.03.55.576 TRACE [http-nio-8080-exec-8] [ThreadDbSession] Calling Threaddbsession get with id commondb
2020/08/04 14.03.55.576 TRACE [http-nio-8080-exec-8] [ThreadDbSession] Calling Threaddbsession getsession
2020/08/04 14.03.55.576 TRACE [http-nio-8080-exec-8] [ThreadDbSession] dbsession is not null
2020/08/04 14.03.55.576 TRACE [http-nio-8080-exec-8] [DBSource] Query: select * from usm_configuration where product_code=? and domain=? and group_name=? and name=?
2020/08/04 14.03.55.576 TRACE [http-nio-8080-exec-8] [DBSource] Query values: [USV, INSTALLED_DEFAULT, eventmanagement, savelevel]
2020/08/04 14.03.55.576 TRACE [http-nio-8080-exec-8] [DBSource] Rows=1
2020/08/04 14.03.55.576 TRACE [http-nio-8080-exec-8] [DBSource] Transaction committed
2020/08/04 14.03.55.576 TRACE [http-nio-8080-exec-8] [ThreadDbSession] Calling Threaddbsession get with id billingdb
2020/08/04 14.03.55.576 TRACE [http-nio-8080-exec-8] [ThreadDbSession] Calling Threaddbsession getsession
2020/08/04 14.03.55.576 TRACE [http-nio-8080-exec-8] [ThreadDbSession] dbsession is not null
2020/08/04 14.03.55.576 TRACE [http-nio-8080-exec-8] [CommonDB] Event Object added to PostEvent List::55500
2020/08/04 14.03.55.576 TRACE [http-nio-8080-exec-8] [BillingObject] BillingObject Post Event Done...
2020/08/04 14.03.55.576 TRACE [http-nio-8080-exec-8] [Notes] Done Notes Post Event.
2020/08/04 14.03.55.576 DEBUG [http-nio-8080-exec-8] [Request] In getRequest p_requestID=27201
2020/08/04 14.03.55.576 TRACE [http-nio-8080-exec-8] [ThreadDbSession] Calling Threaddbsession get with id billingdb
2020/08/04 14.03.55.576 TRACE [http-nio-8080-exec-8] [ThreadDbSession] Calling Threaddbsession getsession
2020/08/04 14.03.55.576 TRACE [http-nio-8080-exec-8] [ThreadDbSession] dbsession is not null
2020/08/04 14.03.55.576 DEBUG [http-nio-8080-exec-8] [Request] whereClause=request_id=? and status<>0
2020/08/04 14.03.55.576 TRACE [http-nio-8080-exec-8] [DBSource] Query: select * from usm_request where request_id=? and status<>0
2020/08/04 14.03.55.576 TRACE [http-nio-8080-exec-8] [DBSource] Query values: [27201]
2020/08/04 14.03.55.576 TRACE [http-nio-8080-exec-8] [DBSource] Rows=1
2020/08/04 14.03.55.576 DEBUG [http-nio-8080-exec-8] [Request] Done getRequest
2020/08/04 14.03.55.576 DEBUG [http-nio-8080-exec-8] [Request] In getRequest p_requestID=27201
2020/08/04 14.03.55.592 TRACE [PublishEventThread] [PublishEventThread] Event published successfully.
2020/08/04 14.03.55.592 TRACE [PublishEventThread] [PublishEventThread] Publishing Event...
2020/08/04 14.03.55.592 DEBUG [PublishEventThread] [AbstractJmsTopicManager] creating new ByteMessage
2020/08/04 14.03.55.592 DEBUG [PublishEventThread] [EventObjectMessageTransformer] PARAMETER PASSED FOR THE EVENT:NOTES_CREATE:ADDED WITH NAME!VALUE!TYPE account_label_old!NIL! String
2020/08/04 14.03.55.592 DEBUG [PublishEventThread] [EventObjectMessageTransformer] PARAMETER PASSED FOR THE EVENT:NOTES_CREATE:ADDED WITH NAME!VALUE!TYPE account_id_old!NIL! String
2020/08/04 14.03.55.592 DEBUG [PublishEventThread] [EventObjectMessageTransformer] PARAMETER PASSED FOR THE EVENT:NOTES_CREATE:ADDED WITH NAME!VALUE!TYPE type_1_old!NIL! String
2020/08/04 14.03.55.592 DEBUG [PublishEventThread] [EventObjectMessageTransformer] PARAMETER PASSED FOR THE EVENT:NOTES_CREATE:ADDED WITH NAME!VALUE!TYPE source_id_old!NIL! String
2020/08/04 14.03.55.592 DEBUG [PublishEventThread] [EventObjectMessageTransformer] PARAMETER PASSED FOR THE EVENT:NOTES_CREATE:ADDED WITH NAME!VALUE!TYPE request_name!Dúvidas?! String
2020/08/04 14.03.55.592 DEBUG [PublishEventThread] [EventObjectMessageTransformer] PARAMETER PASSED FOR THE EVENT:NOTES_CREATE:ADDED WITH NAME!VALUE!TYPE ref_1_old!NIL! String
2020/08/04 14.03.55.592 DEBUG [PublishEventThread] [EventObjectMessageTransformer] PARAMETER PASSED FOR THE EVENT:NOTES_CREATE:ADDED WITH NAME!VALUE!TYPE account_label!CNPQ:diego.jacob! String
2020/08/04 14.03.55.592 DEBUG [PublishEventThread] [EventObjectMessageTransformer] PARAMETER PASSED FOR THE EVENT:NOTES_CREATE:ADDED WITH NAME!VALUE!TYPE note_unformatted_text!COMMENT12345! String
2020/08/04 14.03.55.592 DEBUG [PublishEventThread] [EventObjectMessageTransformer] PARAMETER PASSED FOR THE EVENT:NOTES_CREATE:ADDED WITH NAME!VALUE!TYPE created_date!04/08/2020 17:03:55! Date
2020/08/04 14.03.55.592 DEBUG [PublishEventThread] [EventObjectMessageTransformer] PARAMETER PASSED FOR THE EVENT:NOTES_CREATE:ADDED WITH NAME!VALUE!TYPE request_name_old!NIL! String
2020/08/04 14.03.55.592 DEBUG [PublishEventThread] [EventObjectMessageTransformer] PARAMETER PASSED FOR THE EVENT:NOTES_CREATE:ADDED WITH NAME!VALUE!TYPE domain!CNPQ! String
2020/08/04 14.03.55.592 DEBUG [PublishEventThread] [EventObjectMessageTransformer] PARAMETER PASSED FOR THE EVENT:NOTES_CREATE:ADDED WITH NAME!VALUE!TYPE sdticketid_old!NIL! String
2020/08/04 14.03.55.592 DEBUG [PublishEventThread] [EventObjectMessageTransformer] PARAMETER PASSED FOR THE EVENT:NOTES_CREATE:ADDED WITH NAME!VALUE!TYPE sdticketid!cr:449665! String
2020/08/04 14.03.55.592 DEBUG [PublishEventThread] [EventObjectMessageTransformer] PARAMETER PASSED FOR THE EVENT:NOTES_CREATE:ADDED WITH NAME!VALUE!TYPE note_text_old!NIL! String
2020/08/04 14.03.55.592 DEBUG [PublishEventThread] [EventObjectMessageTransformer] PARAMETER PASSED FOR THE EVENT:NOTES_CREATE:ADDED WITH NAME!VALUE!TYPE source_type!5! Integer
2020/08/04 14.03.55.592 DEBUG [PublishEventThread] [EventObjectMessageTransformer] PARAMETER PASSED FOR THE EVENT:NOTES_CREATE:ADDED WITH NAME!VALUE!TYPE note_type_old!NIL! String
2020/08/04 14.03.55.592 DEBUG [PublishEventThread] [EventObjectMessageTransformer] PARAMETER PASSED FOR THE EVENT:NOTES_CREATE:ADDED WITH NAME!VALUE!TYPE user_id!diego.jacob! String
2020/08/04 14.03.55.592 DEBUG [PublishEventThread] [EventObjectMessageTransformer] PARAMETER PASSED FOR THE EVENT:NOTES_CREATE:ADDED WITH NAME!VALUE!TYPE type_3!-1! Integer
2020/08/04 14.03.55.592 DEBUG [PublishEventThread] [EventObjectMessageTransformer] PARAMETER PASSED FOR THE EVENT:NOTES_CREATE:ADDED WITH NAME!VALUE!TYPE type_2!-1! Integer
2020/08/04 14.03.55.592 DEBUG [PublishEventThread] [EventObjectMessageTransformer] PARAMETER PASSED FOR THE EVENT:NOTES_CREATE:ADDED WITH NAME!VALUE!TYPE note_text!COMMENT12345! String
2020/08/04 14.03.55.592 DEBUG [PublishEventThread] [EventObjectMessageTransformer] PARAMETER PASSED FOR THE EVENT:NOTES_CREATE:ADDED WITH NAME!VALUE!TYPE created_date_old!NIL! String
2020/08/04 14.03.55.592 DEBUG [PublishEventThread] [EventObjectMessageTransformer] PARAMETER PASSED FOR THE EVENT:NOTES_CREATE:ADDED WITH NAME!VALUE!TYPE type_1!-1! Integer
2020/08/04 14.03.55.592 DEBUG [PublishEventThread] [EventObjectMessageTransformer] PARAMETER PASSED FOR THE EVENT:NOTES_CREATE:ADDED WITH NAME!VALUE!TYPE type_3_old!NIL! String
2020/08/04 14.03.55.592 DEBUG [PublishEventThread] [EventObjectMessageTransformer] PARAMETER PASSED FOR THE EVENT:NOTES_CREATE:ADDED WITH NAME!VALUE!TYPE status!1022! Integer
2020/08/04 14.03.55.592 DEBUG [PublishEventThread] [EventObjectMessageTransformer] PARAMETER PASSED FOR THE EVENT:NOTES_CREATE:ADDED WITH NAME!VALUE!TYPE ref_3_old!NIL! String
2020/08/04 14.03.55.592 DEBUG [PublishEventThread] [EventObjectMessageTransformer] PARAMETER PASSED FOR THE EVENT:NOTES_CREATE:ADDED WITH NAME!VALUE!TYPE attachment_url!NIL! String
2020/08/04 14.03.55.592 DEBUG [PublishEventThread] [EventObjectMessageTransformer] PARAMETER PASSED FOR THE EVENT:NOTES_CREATE:ADDED WITH NAME!VALUE!TYPE domain_old!NIL! String
2020/08/04 14.03.55.592 DEBUG [PublishEventThread] [EventObjectMessageTransformer] PARAMETER PASSED FOR THE EVENT:NOTES_CREATE:ADDED WITH NAME!VALUE!TYPE notes_id_old!NIL! String
2020/08/04 14.03.55.592 DEBUG [PublishEventThread] [EventObjectMessageTransformer] PARAMETER PASSED FOR THE EVENT:NOTES_CREATE:ADDED WITH NAME!VALUE!TYPE attachment_url_old!NIL! String
2020/08/04 14.03.55.592 DEBUG [PublishEventThread] [EventObjectMessageTransformer] PARAMETER PASSED FOR THE EVENT:NOTES_CREATE:ADDED WITH NAME!VALUE!TYPE source_type_old!NIL! String
2020/08/04 14.03.55.592 DEBUG [PublishEventThread] [EventObjectMessageTransformer] PARAMETER PASSED FOR THE EVENT:NOTES_CREATE:ADDED WITH NAME!VALUE!TYPE user_id_old!NIL! String
2020/08/04 14.03.55.592 DEBUG [PublishEventThread] [EventObjectMessageTransformer] PARAMETER PASSED FOR THE EVENT:NOTES_CREATE:ADDED WITH NAME!VALUE!TYPE note_unformatted_text_old!NIL! String
2020/08/04 14.03.55.592 DEBUG [PublishEventThread] [EventObjectMessageTransformer] PARAMETER PASSED FOR THE EVENT:NOTES_CREATE:ADDED WITH NAME!VALUE!TYPE type_2_old!NIL! String
2020/08/04 14.03.55.592 DEBUG [PublishEventThread] [EventObjectMessageTransformer] PARAMETER PASSED FOR THE EVENT:NOTES_CREATE:ADDED WITH NAME!VALUE!TYPE source_id!27201! Integer
2020/08/04 14.03.55.592 DEBUG [PublishEventThread] [EventObjectMessageTransformer] PARAMETER PASSED FOR THE EVENT:NOTES_CREATE:ADDED WITH NAME!VALUE!TYPE ref_3!-1! Integer
2020/08/04 14.03.55.592 DEBUG [PublishEventThread] [EventObjectMessageTransformer] PARAMETER PASSED FOR THE EVENT:NOTES_CREATE:ADDED WITH NAME!VALUE!TYPE ref_2_old!NIL! String
2020/08/04 14.03.55.592 DEBUG [PublishEventThread] [EventObjectMessageTransformer] PARAMETER PASSED FOR THE EVENT:NOTES_CREATE:ADDED WITH NAME!VALUE!TYPE account_id!10005! String
2020/08/04 14.03.55.592 DEBUG [PublishEventThread] [EventObjectMessageTransformer] PARAMETER PASSED FOR THE EVENT:NOTES_CREATE:ADDED WITH NAME!VALUE!TYPE ref_2!-1! Integer
2020/08/04 14.03.55.592 DEBUG [PublishEventThread] [EventObjectMessageTransformer] PARAMETER PASSED FOR THE EVENT:NOTES_CREATE:ADDED WITH NAME!VALUE!TYPE ref_1!-1! Integer
2020/08/04 14.03.55.592 DEBUG [PublishEventThread] [EventObjectMessageTransformer] PARAMETER PASSED FOR THE EVENT:NOTES_CREATE:ADDED WITH NAME!VALUE!TYPE status_old!NIL! String
2020/08/04 14.03.55.592 DEBUG [PublishEventThread] [EventObjectMessageTransformer] PARAMETER PASSED FOR THE EVENT:NOTES_CREATE:ADDED WITH NAME!VALUE!TYPE note_type!1! Integer
2020/08/04 14.03.55.592 DEBUG [PublishEventThread] [EventObjectMessageTransformer] PARAMETER PASSED FOR THE EVENT:NOTES_CREATE:ADDED WITH NAME!VALUE!TYPE notes_id!55500! Integer
2020/08/04 14.03.55.592 DEBUG [PublishEventThread] [EventObjectMessageTransformer] EVENT WITH KEY:NOTES_CREATE:ADDED POSTED SUCCESSFULLY.
2020/08/04 14.03.55.592 TRACE [ActiveMQ Session Task-240] [SystemChangeListener] Message processed successfully
2020/08/04 14.03.55.592 TRACE [http-nio-8080-exec-8] [DBSource] Query values: [-1, 0]
2020/08/04 14.03.55.592 TRACE [PublishEventThread] [PublishEventThread] ********Event being published: Event=NOTES_CREATE:ADDEDMessage=ActiveMQBytesMessage {commandId = 0, responseRequired = false, messageId = null, originalDestination = null, originalTransactionId = null, producerId = null, destination = null, transactionId = null, expiration = 0, timestamp = 0, arrival = 0, brokerInTime = 0, brokerOutTime = 0, correlationId = null, replyTo = null, persistent = false, type = null, priority = 0, groupID = null, groupSequence = 0, targetConsumerId = null, compressed = false, userID = null, content = null, marshalledProperties = null, dataStructure = null, redeliveryCounter = 0, size = 0, properties = {type_3_eventdatatype=Integer, account_id_old=NIL, event_host=vms-ca-catalog, note_unformatted_text_eventdatatype=String, request_name=Dúvidas?, event_trans_level=LOGICAL, source_id_old=NIL, note_unformatted_text_old=NIL, event_type=OBJECT_CREATED, ref_3_eventdatatype=Integer, notes_id=55500, status_old=NIL, type_1_old=NIL, event_loggedin_userid=diego.jacob, type_3=-1, note_text_eventdatatype=String, type_2=-1, event_save_level=1, type_2_eventdatatype=Integer, type_1=-1, request_name_old=NIL, account_label_eventdatatype=String, request_name_eventdatatype=String, source_type=5, source_type_eventdatatype=Integer, account_id_eventdatatype=String, status_eventdatatype=Integer, user_id=diego.jacob, event_nsp_path=NOTES_CREATE:ADDED, domain=CNPQ, event_name=NOTES_CREATE, created_date_millis=1596571435000, attachment_url_eventdatatype=String, status=1022, note_unformatted_text=COMMENT12345, note_type=1, sdticketid_old=NIL, note_text_old=NIL, type_3_old=NIL, event_domain=CNPQ, note_type_old=NIL, event_description=LOGICAL: OBJECT_CREATED for usm_note, notes_id_eventdatatype=Integer, sdticketid=cr:449665, event_timestamp=2020/08/04 17:03:55, ref_3_old=NIL, domain_old=NIL, event_component_name=LOGICAL, domain_eventdatatype=String, sdticketid_eventdatatype=String, type_2_old=NIL, account_label=CNPQ:diego.jacob, event_object_id=55500, event_key=NOTES_CREATE:ADDED, created_date_eventdatatype=Date, source_id_eventdatatype=Integer, type_1_eventdatatype=Integer, ref_1_eventdatatype=Integer, attachment_url_old=NIL, user_id_old=NIL, account_label_old=NIL, ref_1_old=NIL, jmsclient=2C4FDBA0C0974A4DAE12AB39FE30182A, attachment_url=NIL, ref_1=-1, user_id_eventdatatype=String, ref_3=-1, event_id=fb18df0f0c0e91d92c9de173b5b10aa7-707c1596560635576, account_id=10005, ref_2=-1, ref_2_eventdatatype=Integer, note_type_eventdatatype=Integer, notes_id_old=NIL, created_date=4/8/2020, source_type_old=NIL, source_id=27201, ref_2_old=NIL, note_text=COMMENT12345, created_date_old=NIL}, readOnlyProperties = false, readOnlyBody = false, droppable = false, jmsXGroupFirstForConsumer = false} ActiveMQBytesMessage{ bytesOut = org.apache.activemq.util.ByteArrayOutputStream@eb36342, dataOut = java.io.DataOutputStream@75eac006, dataIn = null }
2020/08/04 14.03.55.592 TRACE [System Change Listener-18] [SystemChangeListener] Id value from message is fb18df0f0c0e91d92c9de173b5b10aa7-707b1596560635576
2020/08/04 14.03.55.592 TRACE [PublishEventThread] [AbstractJmsTopicManager] Publishing to topic:usmLocalTopic message:ActiveMQBytesMessage {commandId = 0, responseRequired = false, messageId = null, originalDestination = null, originalTransactionId = null, producerId = null, destination = null, transactionId = null, expiration = 0, timestamp = 0, arrival = 0, brokerInTime = 0, brokerOutTime = 0, correlationId = null, replyTo = null, persistent = false, type = null, priority = 0, groupID = null, groupSequence = 0, targetConsumerId = null, compressed = false, userID = null, content = null, marshalledProperties = null, dataStructure = null, redeliveryCounter = 0, size = 0, properties = {type_3_eventdatatype=Integer, account_id_old=NIL, event_host=vms-ca-catalog, note_unformatted_text_eventdatatype=String, request_name=Dúvidas?, event_trans_level=LOGICAL, source_id_old=NIL, note_unformatted_text_old=NIL, event_type=OBJECT_CREATED, ref_3_eventdatatype=Integer, notes_id=55500, status_old=NIL, type_1_old=NIL, event_loggedin_userid=diego.jacob, type_3=-1, note_text_eventdatatype=String, type_2=-1, event_save_level=1, type_2_eventdatatype=Integer, type_1=-1, request_name_old=NIL, account_label_eventdatatype=String, request_name_eventdatatype=String, source_type=5, source_type_eventdatatype=Integer, account_id_eventdatatype=String, status_eventdatatype=Integer, user_id=diego.jacob, event_nsp_path=NOTES_CREATE:ADDED, domain=CNPQ, event_name=NOTES_CREATE, created_date_millis=1596571435000, attachment_url_eventdatatype=String, status=1022, note_unformatted_text=COMMENT12345, note_type=1, sdticketid_old=NIL, note_text_old=NIL, type_3_old=NIL, event_domain=CNPQ, note_type_old=NIL, event_description=LOGICAL: OBJECT_CREATED for usm_note, notes_id_eventdatatype=Integer, sdticketid=cr:449665, event_timestamp=2020/08/04 17:03:55, ref_3_old=NIL, domain_old=NIL, event_component_name=LOGICAL, domain_eventdatatype=String, sdticketid_eventdatatype=String, type_2_old=NIL, account_label=CNPQ:diego.jacob, event_object_id=55500, event_key=NOTES_CREATE:ADDED, created_date_eventdatatype=Date, source_id_eventdatatype=Integer, type_1_eventdatatype=Integer, ref_1_eventdatatype=Integer, attachment_url_old=NIL, user_id_old=NIL, account_label_old=NIL, ref_1_old=NIL, jmsclient=2C4FDBA0C0974A4DAE12AB39FE30182A, attachment_url=NIL, ref_1=-1, user_id_eventdatatype=String, ref_3=-1, event_id=fb18df0f0c0e91d92c9de173b5b10aa7-707c1596560635576, account_id=10005, ref_2=-1, ref_2_eventdatatype=Integer, note_type_eventdatatype=Integer, notes_id_old=NIL, created_date=4/8/2020, source_type_old=NIL, source_id=27201, ref_2_old=NIL, note_text=COMMENT12345, created_date_old=NIL}, readOnlyProperties = false, readOnlyBody = false, droppable = false, jmsXGroupFirstForConsumer = false} ActiveMQBytesMessage{ bytesOut = org.apache.activemq.util.ByteArrayOutputStream@eb36342, dataOut = java.io.DataOutputStream@75eac006, dataIn = null }
Apparently, the attempt to record the message was made successfully, according to the lines:
2020/08/04 14.03.55.592 DEBUG [PublishEventThread] [EventObjectMessageTransformer] EVENT WITH KEY: NOTES_CREATE: ADDED POSTED SUCCESSFULLY.
2020/08/04 14.03.55.592 TRACE [ActiveMQ Session Task-240] [SystemChangeListener] Message processed successfully
The messagem is also recorded in the usm_note table:
Original Message:
Sent: 08-03-2020 02:29 PM
From: Pablo Oyarzo
Subject: Notes Synchronization Between USS(Catalog) and SDM - CASM Updated r17.2
Thanks, Diego.
The errors above are not related to the problem, they are just referencing a problem between Catalog and PAM but this should not be related to this issue if the issue occurs in the creation of the ticket.
I would recommend you to submit a ticket and provide:
1. view.log(s) in TRACE level after reproducing the issue: https://knowledge.broadcom.com/external/article?articleId=12894
2. The exact time when reproducing
3. Stdlogs from SDM after reproducing the problem.
4. .HIS
This will help us to find the root cause and determine the next steps.
Regards,
Pablo
------------------------------
Senior Support Engineer
Original Message:
Sent: 08-03-2020 01:20 PM
From: Diego Lima
Subject: Notes Synchronization Between USS(Catalog) and SDM - CASM Updated r17.2
Hi Pablo!
Thank you so much for your answer!
The error always occurs from Catalog / USS to SDM, no information or attachment inserted in the ticket is displayed on the SDM ticket.
Even using the Catalog directly the error is the same.
Unfortunately there are no relevant error messages in the catalog or in the SDM that can help you understand why the error is occurring.
The only information I can get from the Catalog refers to something related to PAM, which I don't have in the environment, as evidenced by the offer of id 27121: :
[SafeCertificateReader::readPEM: unable to load Certificate data [certfile: C:/Program Files/CA/Service Catalog\ITPAMCertfile.pem, keyfile: C:/Program Files/CA/Service Catalog\ITPAMCertfile.key]C:\Program Files\CA\Service Catalog\ITPAMCertfile.pem (O sistema não pode encontrar o arquivo especificado)]com.ca.eiam.SafeException: EE_EXCEPTION Exception at java.io.FileInputStream.open0(Native Method) at java.io.FileInputStream.open(Unknown Source) at java.io.FileInputStream.<init>(Unknown Source) at java.io.FileInputStream.<init>(Unknown Source) at com.ca.eiam.SafeCertificateReader.readPEM(SafeCertificateReader.java:50) at com.ca.usm.user.security.authentication.EiamConnectionManager.getCertificate(EiamConnectionManager.java:78) at com.ca.usm.user.security.authentication.EiamConnectionManager.getEEMTokenForPAM(EiamConnectionManager.java:247) at com.ca.usm.webservices.ITPAMWebserviceManager.getITPAMEEMToken(ITPAMWebserviceManager.java:265) at com.ca.usm.webservices.ITPAMWebserviceManager.createAuthObjectForEEMToken(ITPAMWebserviceManager.java:218) at com.ca.usm.webservices.ITPAMWebserviceManager.getAuthObjectForEEM(ITPAMWebserviceManager.java:244) at com.ca.usm.webservices.ITPAMWebserviceManager.getAuthObject(ITPAMWebserviceManager.java:227) at com.ca.usm.webservices.ITPAMWebserviceManager.testConnection(ITPAMWebserviceManager.java:569) at com.ca.usm.webservices.ITPAMWebserviceManager.checkITPAMServerStatus(ITPAMWebserviceManager.java:497) at com.ca.usm.integration.itpam.autoretry.ITPAMRetryTask.doAction(ITPAMRetryTask.java:78) at com.ca.usm.integration.itpam.autoretry.ITPAMRetryTask.run(ITPAMRetryTask.java:41) at java.util.concurrent.Executors$RunnableAdapter.call(Unknown Source) at java.util.concurrent.FutureTask.runAndReset(Unknown Source) at java.util.concurrent.ScheduledThreadPoolExecutor$ScheduledFutureTask.access$301(Unknown Source) at java.util.concurrent.ScheduledThreadPoolExecutor$ScheduledFutureTask.run(Unknown Source) at java.util.concurrent.ThreadPoolExecutor.runWorker(Unknown Source) at java.util.concurrent.ThreadPoolExecutor$Worker.run(Unknown Source) at java.lang.Thread.run(Unknown Source)Caused by: java.io.FileNotFoundException: C:\Program Files\CA\Service Catalog\ITPAMCertfile.pem (O sistema não pode encontrar o arquivo especificado) ... 22 more2020/08/03 14.01.06.346 INFO [http-nio-8080-exec-16] [WPFServlet] END: Time taken for GET request, Node=icguinode.request_notes&NspPath=&ObjectID=&nlevel=request&Args=27121&Args=&Args=&Args=&b2b=json-html&sh=N84o9SD8hVC8ohi5FlDpynXRKHo%3D is:622020/08/03 14.01.06.346 INFO [http-nio-8080-exec-16] [WPFServlet] NUmber of sqls=292020/08/03 14.01.15.831 INFO [Rule Action Executor-5] [ITPAMQueueManager] {source_id=27121, event_name=NOTES_CREATE, domain_old=NIL, account_label=CNPQ:diego.jacob, notes_id=55163, event_save_level=1, note_type=1, ref_2_eventdatatype=Integer, event_loggedin_userid=diego.jacob, source_type_eventdatatype=Integer, account_id=10005, user_id_old=NIL, notes_id_eventdatatype=Integer, note_text_eventdatatype=String, status_eventdatatype=Integer, note_unformatted_text_eventdatatype=String, request_name=Recarregar Papel, jmsclient=2C4FDBA0C0974A4DAE12AB39FE30182A, event_trans_level=LOGICAL, status_old=NIL, event_object_id=55163, ref_3=-1, ref_2=-1, event_component_name=LOGICAL, ref_1=-1, event_nsp_path=NOTES_CREATE:ADDED, note_text=USS 14:01, account_id_old=NIL, request_name_old=NIL, type_3=-1, event_host=vms-ca-catalog, type_2=-1, note_unformatted_text=USS 14:01, type_1=-1, status=1022, created_date_old=NIL, type_3_old=NIL, type_1_eventdatatype=Integer, event_description=LOGICAL: OBJECT_CREATED for usm_note, event_timestamp=2020/08/03 17:01:15, user_id=diego.jacob, note_unformatted_text_old=NIL, ref_3_old=NIL, type_3_eventdatatype=Integer, event_id=b1f4ce189d61-1037e042173aecabf67-74941596474075800, ref_3_eventdatatype=Integer, created_date_eventdatatype=Date, ref_1_eventdatatype=Integer, account_id_eventdatatype=String, sdticketid_old=NIL, created_date=3/8/2020, source_type_old=NIL, type_2_old=NIL, note_type_old=NIL, note_type_eventdatatype=Integer, account_label_eventdatatype=String, ref_2_old=NIL, source_id_old=NIL, event_key=NOTES_CREATE:ADDED, attachment_url_old=NIL, source_id_eventdatatype=Integer, event_domain=CNPQ, note_text_old=NIL, sdticketid=cr:449334, created_date_millis=1596484875000, account_label_old=NIL, attachment_url=NIL, sdticketid_eventdatatype=String, request_name_eventdatatype=String, type_1_old=NIL, domain=CNPQ, ref_1_old=NIL, domain_eventdatatype=String, user_id_eventdatatype=String, source_type=5, event_type=OBJECT_CREATED, type_2_eventdatatype=Integer, attachment_url_eventdatatype=String, notes_id_old=NIL}2020/08/03 14.01.15.831 ERROR [Rule Action Executor-5] [ITPAMQueueManager] RequestID or itemID is null2020/08/03 14.01.15.846 WARN [Rule Action Executor-4] [RequestEmailAction] Request Email Action failed. From email address is null... cannot send notification.. contact your administratorcom.ca.usm.billing.AccountManager.SendException: From email address is null... cannot send notification.. contact your administrator at com.ca.usm.billing.ServiceManager.EmailRequest.getMailData(EmailRequest.java:746) at com.ca.usm.soap.services.RequestServiceImplUtil.sendRequestEmail(RequestServiceImplUtil.java:825) at com.ca.usm.ruleEngine.action.RequestEmailAction.sendEmail(RequestEmailAction.java:486) at com.ca.usm.ruleEngine.action.RequestEmailAction.run(RequestEmailAction.java:114) at com.ca.usm.ruleEngine.receiver.RuleActionExecutor.executeAction(RuleActionExecutor.java:60) at com.ca.usm.ruleEngine.receiver.RuleActionExecutor.run(RuleActionExecutor.java:30) at java.util.concurrent.ThreadPoolExecutor.runWorker(Unknown Source) at java.util.concurrent.ThreadPoolExecutor$Worker.run(Unknown Source) at java.lang.Thread.run(Unknown Source)2020/08/03 14.01.15.846 WARN [Rule Action Executor-5] [RequestEmailAction] Request Email Action failed. From email address is null... cannot send notification.. contact your administratorcom.ca.usm.billing.AccountManager.SendException: From email address is null... cannot send notification.. contact your administrator at com.ca.usm.billing.ServiceManager.EmailRequest.getMailData(EmailRequest.java:746) at com.ca.usm.soap.services.RequestServiceImplUtil.sendRequestEmail(RequestServiceImplUtil.java:825) at com.ca.usm.ruleEngine.action.RequestEmailAction.sendEmail(RequestEmailAction.java:486) at com.ca.usm.ruleEngine.action.RequestEmailAction.run(RequestEmailAction.java:114) at com.ca.usm.ruleEngine.receiver.RuleActionExecutor.executeAction(RuleActionExecutor.java:60) at com.ca.usm.ruleEngine.receiver.RuleActionExecutor.run(RuleActionExecutor.java:30) at java.util.concurrent.ThreadPoolExecutor.runWorker(Unknown Source) at java.util.concurrent.ThreadPoolExecutor$Worker.run(Unknown Source) at java.lang.Thread.run(Unknown Source)2020/08/03 14.01.15.878 INFO [http-nio-8080-exec-23] [WPFServlet] END: Time taken for GET request, Node=icguinode.notesaddconfirmlist&NspPath=&ObjectID=&Args=27121&Args=&Args=&Args=&Args=USS%2014%3A01&Args=1&b2b=json&sh=N84o9SD8hVC8ohi5FlDpynXRKHo%3D is:1252020/08/03 14.01.15.878 INFO [http-nio-8080-exec-23] [WPFServlet] NUmber of sqls=922020/08/03 14.01.15.971 INFO [http-nio-8080-exec-15] [WPFServlet] END: Time taken for GET request, Node=icguinode.request_notes&NspPath=&ObjectID=&nlevel=request&Args=27121&Args=&Args=&Args=&b2b=json-html&sh=N84o9SD8hVC8ohi5FlDpynXRKHo%3D is:472020/08/03 14.01.15.971 INFO [http-nio-8080-exec-15] [WPFServlet] NUmber of sqls=252020/08/03 14.01.20.183 INFO [http-nio-8080-exec-8] [FormRendererServiceImpl] --------- Form is not found in cache2020/08/03 14.01.20.183 INFO [http-nio-8080-exec-8] [FormRendererServiceImpl] --------- Form is not found in cache2020/08/03 14.01.20.495 INFO [http-nio-8080-exec-8] [WPFServlet] END: Time taken for GET request, Node=icguinode.requestprofile&Args=27121 is:5462020/08/03 14.01.20.495 INFO [http-nio-8080-exec-8] [WPFServlet] NUmber of sqls=1362020/08/03 14.01.24.973 INFO [http-nio-8080-exec-11] [WPFServlet] END: Time taken for GET request, Node=icguinode.request_notes&NspPath=&ObjectID=&nlevel=request&Args=27121&Args=&Args=&Args=&b2b=json-html&sh=N84o9SD8hVC8ohi5FlDpynXRKHo%3D is:472020/08/03 14.01.24.973 INFO [http-nio-8080-exec-11] [WPFServlet] NUmber of sqls=282020/08/03 14.01.30.713 ERROR [pool-2-thread-3] [ITPAMWebserviceManager] Catalog connection to ITPAM failed.[SafeCertificateReader::readPEM: unable to load Certificate data [certfile: C:/Program Files/CA/Service Catalog\ITPAMCertfile.pem, keyfile: C:/Program Files/CA/Service Catalog\ITPAMCertfile.key]C:\Program Files\CA\Service Catalog\ITPAMCertfile.pem (O sistema não pode encontrar o arquivo especificado)]com.ca.eiam.SafeException: EE_EXCEPTION Exception at java.io.FileInputStream.open0(Native Method) at java.io.FileInputStream.open(Unknown Source) at java.io.FileInputStream.<init>(Unknown Source) at java.io.FileInputStream.<init>(Unknown Source) at com.ca.eiam.SafeCertificateReader.readPEM(SafeCertificateReader.java:50) at com.ca.usm.user.security.authentication.EiamConnectionManager.getCertificate(EiamConnectionManager.java:78) at com.ca.usm.user.security.authentication.EiamConnectionManager.getEEMTokenForPAM(EiamConnectionManager.java:247) at com.ca.usm.webservices.ITPAMWebserviceManager.getITPAMEEMToken(ITPAMWebserviceManager.java:265) at com.ca.usm.webservices.ITPAMWebserviceManager.createAuthObjectForEEMToken(ITPAMWebserviceManager.java:218) at com.ca.usm.webservices.ITPAMWebserviceManager.getAuthObjectForEEM(ITPAMWebserviceManager.java:244) at com.ca.usm.webservices.ITPAMWebserviceManager.getAuthObject(ITPAMWebserviceManager.java:227) at com.ca.usm.webservices.ITPAMWebserviceManager.testConnection(ITPAMWebserviceManager.java:569) at com.ca.usm.webservices.ITPAMWebserviceManager.checkITPAMServerStatus(ITPAMWebserviceManager.java:497) at com.ca.usm.integration.itpam.autoretry.ITPAMRetryTask.doAction(ITPAMRetryTask.java:78) at com.ca.usm.integration.itpam.autoretry.ITPAMRetryTask.run(ITPAMRetryTask.java:41) at java.util.concurrent.Executors$RunnableAdapter.call(Unknown Source) at java.util.concurrent.FutureTask.runAndReset(Unknown Source) at java.util.concurrent.ScheduledThreadPoolExecutor$ScheduledFutureTask.access$301(Unknown Source) at java.util.concurrent.ScheduledThreadPoolExecutor$ScheduledFutureTask.run(Unknown Source) at java.util.concurrent.ThreadPoolExecutor.runWorker(Unknown Source) at java.util.concurrent.ThreadPoolExecutor$Worker.run(Unknown Source) at java.lang.Thread.run(Unknown Source)Caused by: java.io.FileNotFoundException: C:\Program Files\CA\Service Catalog\ITPAMCertfile.pem (O sistema não pode encontrar o arquivo especificado) ... 22 more
Is there anything I haven't noticed in this catalog log?
Thanks again for your support!
Original Message:
Sent: 07-31-2020 09:36 AM
From: Pablo Oyarzo
Subject: Notes Synchronization Between USS(Catalog) and SDM - CASM Updated r17.2
Hi Diego,
Can you clarify if this occurs when you are creating a ticket in USS or when the ticket is already created? There is a difference from the technical perspective...
Additionally, it would be helpful to narrow down the issue the following:
1. Check if there is any error in the view.log/stdlog.x when reproducing the issue
2. Does this happen if you try from Service Catalog directly (without going through USS)?
Regards,
Pablo
------------------------------
Senior Support Engineer
Original Message:
Sent: 07-30-2020 07:07 PM
From: Diego Lima
Subject: Notes Synchronization Between USS(Catalog) and SDM - CASM Updated r17.2
Hey guys!
I upgraded CA Service Management (SDM, USS, Catalog) from 17.1 to 17.2 in order to correct some issues in the previous version, among them performance problems with the Catalog and problems with the synchronization of notes and attachments from the USS to the SDM.
After migrating, some of the problems were really solved, the notes inserted in the SDM are displayed correctly in the USS / Catalog as the attachments, however, when I insert a comment through the USS, the information is not displayed in the SDM.
I reviewed some steps for configuring this synchronization, according to techdoc:
https://techdocs.broadcom.com/content/broadcom/techdocs/us/en/ca-enterprise-software/business-management/ca-service-management/17-2 /troubleshooting/troubleshooting-ca-service-management/integrate-ca-service-catalog-with-ca-service-desk-manager-manually/step-4-synchronize-notes-and-attachments.html
But still the notes inserted in the ticket in the USS are not synchronized with the ticket in the SDM.
I don't have PAM in the environment, just as I didn't in the previous version, should I do some other configuration or do some other action so that these notes are fully synchronized?
Many thanx!
------------------------------
Diego Lima
------------------------------