Basic troubleshooting steps to perform when Alert Management Service (AMS) is not generating tickets in Service Desk

Document ID : KB000051524
Last Modified Date : 14/02/2018
Show Technical Document Details

Description:

This document describes which items to check when AMS is not generating alerts in Service Desk.

Solution:

Items to check when Alert Management Service is not generating alerts in Service Desk

  1. Check if there are any alerts being generated in the Alert console.


    • Check the number of files created under "C:\Program Files\CA\SC\CCS\WVEM\amshold"
      This folder contains the alerts that have not been raised for some reason.
      Many files there could indicate a problem with AMS alert generation.

    • Try to restart AMS after removing the amshold files and test if the problem still exists.

  2. Check if the following processes are running:

    • caamssrv.exe

    • caamssadmn.exe

    • caamsescdmn.exe

    • caamsasocdmn.exe

    • caamsdmn.exe.

      If any of these processes are not present in the system, it could indicate that AMS is not functioning correctly.

  3. Check the user account used to start the CA-Unicenter Alert Management Service.
    It should be local system account

  4. A basic connectivity check is to log in to Service Desk from the AMS server using the log in and password specified in the AMS settings (Alert Global Definitions panel).

    This will ensure that you are using the right credentials to generate tickets into Service Desk.

    • Open an Internet Explorer browser in the AMS server and type the following:
      http://<SD_server_name>:<port>/CAisd/pdmweb.exe

    • Log in using the user ID and password you have specified in the Alert Global Definitions panel.
      The default Tomcat port is 8080, but it could be different in your environment.

    Note: The userid specified in the AMS settings must exist in CA Unicenter Service Desk and its minimum access type must be Analyst.

  5. Check that you can access to the Service Desk webservice. This webservice is the contact point between NSM and AMS for ticket generation:

    • Open an Internet Explorer browser in the AMS server and type the following:
      http://<SD_server_name>:<port>/axis/services/USD_WebServiceSoap

    • Look for a message stating: "USD_WebServiceSoap"
      Where <port> is the Tomcat port.

    These items describe what actions can be performed on the Service desk side of the integration:

  6. Recycle Service Desk and Tomcat in the SD machine. The commands to recycle Tomcat are:
    pdm_tomcat_nxd -c STOPpdm_tomcat_nxd -c START
  7. Delete session logs from SD server using:
    pdm_extract session_log > session.txt      pdm_load -r -f session.txt
    Note : This table contains log in statistical data related to the Servide Desk sessions, so delete its content only if you are not using the statistical data; otherwise contact CA.

  8. If all of the above steps are passed successfully, but tickets are not created, an AMS trace would be useful.
    The procedure to put this trace in place is described in the technical document TEC430604.
    When finished, send the collected files to CA support for analysis.

  9. Service Desk logs containing relevant information are:

    • ..\Service Desk\bopcfg\www\CATALINA_BASE\logs

    • ..\Service Desk\log