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CA SDM EXPORT ISSUE

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  • 1.  CA SDM EXPORT ISSUE

    Posted 09-02-2019 05:06 AM
    Hi guys,

    I keep on getting this issue "fatal error has occurred in servlet please see jsrvr.log for details" whenever i click on the export button.
    Client is running on version 17.0 and conventional mode.


  • 2.  RE: CA SDM EXPORT ISSUE

     
    Posted 09-02-2019 09:00 PM
    Hello Ayodeji,

    And what were the errors in the jsvr.log when the issue is triggered? 
    That's a general error . . . that's why we look in the logs.  :-)

    Also, what were you exporting, and does exporting other different things in smaller ranges produce the same issue? That is, you're exporting Call Requests, try exporting one Contact and see what happens.


    See this:

    Fatal error occurred after pressing "Export" button in list pages
    https://ca-broadcomcsm.wolkenservicedesk.com/wolken/esd/knowledgebase_search?articleId=96547

    And maybe these:

    After adding a customized BREL field when trying to export getting error ?Fatal error has occurred in servlet please see jsrvr.log for details".
    https://ca-broadcomcsm.wolkenservicedesk.com/wolken/esd/knowledgebase_search?articleId=37311

    Export of a list to MS Excel fails and a popup window displays the message "Fatal error has occurred in servlet please see jsrvr.log for details. "; The message "AHD13104:Export Process exited or is not responding" is in the jsrvr.log file
    https://ca-broadcomcsm.wolkenservicedesk.com/wolken/esd/knowledgebase_search?articleId=21308

    Thanks, Kyle_R.


  • 3.  RE: CA SDM EXPORT ISSUE

    Posted 09-03-2019 04:34 AM
    Please also be aware of the following defects included in r17.1.01 and r17.1.02 respectively:

    - r17.1.01:

    DE37162 - Export in the list fails when search criteria is too long.
    DE37645 - Export in the list fails when search criteria is too long.
    DE37385 - If the web browser is closed while an export is running, the export temp file in NX_ROOT/CATALINA_BASE/temp is not deleted

    r17.1.02:

    DE44552 - Unable to export the search list.
    DE38638 - Group export failed
    DE41880 - The export function does not export data when the query has an accent.
    DE42596 - Incorrect export of searched contact.

    I would say, apply the latest rollup fix for r17.1 (i.e. r17.1.04 - SO09689) to take advantage of the above.


    ------------------------------
    Kind Regards,
    Brian
    ------------------------------



  • 4.  RE: CA SDM EXPORT ISSUE

    Posted 09-03-2019 04:40 AM
    Keep in mind that rollup patches have the earlier rollup patch as a prerequisite. That is, 17.1.0.4 requires that 17.1.0.3 be already installed, 17.1.0.3 requires that 17.1.0.2 be already installed, 17.1.0.2 requires that 17.1.0.1 be already installed, and 17.1.0.1 requires that 17.1 GA be already installed.

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    Broadcom
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  • 5.  RE: CA SDM EXPORT ISSUE

    This message was posted by a user wishing to remain anonymous
    Posted 09-03-2019 04:41 AM
    This post was removed


  • 6.  RE: CA SDM EXPORT ISSUE

    Posted 09-03-2019 11:49 AM
    Hello Karen,

    I am having difficulty running the patches on the server, please is there any step by step to apply these patches.

    Regards


  • 7.  RE: CA SDM EXPORT ISSUE

    Posted 09-03-2019 12:08 PM
    hi Ayodeji,

    Instructions are contained within the "Installing" section of the product documentation. The URL is: https://docops.ca.com/ca-service-management/17-1/en/installing

    Regards,
    Karen

    ------------------------------
    Broadcom
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  • 8.  RE: CA SDM EXPORT ISSUE

    Posted 09-04-2019 09:17 AM
    Hello Karen,

    On my test environment the export function is working, is there any file i need to check on both environments.
    Both environments running on 17.1.

    Regards


  • 9.  RE: CA SDM EXPORT ISSUE
    Best Answer

     
    Posted 09-03-2019 09:14 PM
    Thanks Karen - great advice on the patches.

    Just to address Ayodeji's concern here a little more, as others in the Community may also be interested:

    >> I am having difficulty running the patches on the server

    Please make sure to gain familiarity with the patching process on *test* server, and *build a run sheet* of the process for your environment.

    Preferably also run a *virtual environment* (at least for testing) so that you can quickly snapshot and restore the application and database servers.

    It is an unfortunately common mistake to see this scenario play out, and it can be very hard to recover from if these steps have not been taken.

    >> I get these errors below..
    .
    .
    .

    It's a bit tricky to diagnose from this log set, but I can make some general statements.

    * A lot of these are general errors, especially "Validate BOPSID failed" and "AHD04012:Security id () not found or has expired". 
    You'll see these most times that the validation fails, but the reason why it fails can be very different, and is sometimes mentioned around these lines in the logs. Debug logging can help get to the source of this, but it can also take more time than the next steps.

    * Although the root cause can be different, a lot of these messages have been addressed by patches.
    Standard procedure is to reproduce the issue if possible on a test environment, and apply patches.
    Even if not able to be reproduced on test, this will get you into a solid place to put these changes to production with confidence.

    * Not completing Post Installation Steps is another common mistake, which has lead to these messages in the past, if the specific conditions which give rise to the error occur in the production environment (Production environments by nature are nearly always at least a little different to test environments, and sometimes wildly different.)

    * ITSM 17.0 is getting a bit long in the tooth. Even though it is not End of Service, I'd highly recommend getting onto a higher level. As pointed out by Brian and Karen, there have been a significant number of patches released around the "Export" functionality space. 

    In short, our recommended course of action in this instance is to patch to the current level on a test server, including relevant Post Installation Steps, and then move these changes to production. This is because this area of the code have received significant updates since ITSM 17.0 was launched, including many fixes targeted to some causes of these general errors.

    Thanks, Kyle_R.



  • 10.  RE: CA SDM EXPORT ISSUE

    Posted 09-04-2019 10:15 AM
    Hi Ayodeji,

    The quickest and best way to get to root cause of the issue that still occurs in the original environment would be to check the jsrvr.log for any more detailed messages (see Kyle's first reply in this thread, check the knowledge articles too, especially article 21308 which shows how to turn on additional tracing).

    I suppose you could also compare file timestamps and sizings of the files in each environment.  It is unlikely that you would find significant differences if you have matching patch levels.  If you don't have the same patch level, then you could check the patch history file for the list of files that were "INSTALLED" when you installed a patch.

    Regards,
    Karen


    ------------------------------
    Broadcom
    ------------------------------



  • 11.  RE: CA SDM EXPORT ISSUE

    Posted 09-03-2019 05:08 AM
    Hello Kyle,
    I get these errors below..
    09/03 08:46:58.279[http-nio-8080-exec-7] ERROR PDMExport 1076 Get domsrvr name failed: Timeout waiting for reply after 10 seconds, using default domsrvr
    09/03 08:46:58.279[http-nio-8080-exec-7] INFO PDMExport 1107 Validate BOPSID:
    09/03 08:49:40.679[http-nio-8080-exec-11] ERROR PDMExport 1119 Validate BOPSID failed: Timeout waiting for reply after 180 seconds
    09/03 08:49:40.679[http-nio-8080-exec-11] ERROR PDMExport 1126 Timeout waiting for reply after 180 seconds
    09/03 08:49:40.679[http-nio-8080-exec-11] ERROR PDMExport 491 validation failed
    09/03 08:49:58.292[http-nio-8080-exec-7] ERROR PDMExport 1119 Validate BOPSID failed: Timeout waiting for reply after 180 seconds
    09/03 08:49:58.292[http-nio-8080-exec-7] ERROR PDMExport 1126 Timeout waiting for reply after 180 seconds
    09/03 08:49:58.292[http-nio-8080-exec-7] ERROR PDMExport 491 validation failed
    09/03 09:05:55.639[http-nio-8080-exec-1] INFO BOServlet 180 Check for empty USERID or BOPSID
    09/03 09:05:55.639[http-nio-8080-exec-1] INFO BOServlet 244 Logging off: Redirect to http://gbb-casdm-01/CAisd/html/bo_work.html?LOGOFF=1
    09/03 09:55:11.612[http-nio-8080-exec-2] INFO DownloadAttachment 158 Attachment id was not encrypted, using the plaintext attachment id: 403861
    09/03 09:55:11.612[Thread-402] INFO BPServer 229 Starting private slump loop in thread Thread-402 for BPObject jvAAAAA4
    09/03 09:55:11.847[http-nio-8080-exec-6] INFO DownloadAttachment 158 Attachment id was not encrypted, using the plaintext attachment id: 403861
    09/03 09:55:11.847[Thread-403] INFO BPServer 229 Starting private slump loop in thread Thread-403 for BPObject jvAAAAA5
    09/03 09:55:12.611[http-nio-8080-exec-5] INFO DownloadAttachment 158 Attachment id was not encrypted, using the plaintext attachment id: 403861
    09/03 09:55:12.611[Thread-404] INFO BPServer 229 Starting private slump loop in thread Thread-404 for BPObject jvAAAAA6
    09/03 09:55:12.627[http-nio-8080-exec-10] INFO DownloadAttachment 158 Attachment id was not encrypted, using the plaintext attachment id: 403861
    09/03 09:55:12.627[Thread-405] INFO BPServer 229 Starting private slump loop in thread Thread-405 for BPObject jvAAAAA7
    09/03 09:55:12.736[Thread-404] ERROR DownloadAttachment 597 error: AHD04012:Security id () not found or has expired
    09/03 09:55:12.736[Thread-405] ERROR DownloadAttachment 597 error: AHD04012:Security id () not found or has expired
    09/03 09:55:15.591[http-nio-8080-exec-11] INFO DownloadAttachment 158 Attachment id was not encrypted, using the plaintext attachment id: 403861
    09/03 09:55:15.591[Thread-406] INFO BPServer 229 Starting private slump loop in thread Thread-406 for BPObject jvAAAAA8
    09/03 09:55:15.715[Thread-406] ERROR DownloadAttachment 597 error: AHD04012:Security id () not found or has expired
    Regards