Integration between Spectrum and Service Desk stops working sometimes

Document ID : KB000032124
Last Modified Date : 14/02/2018
Show Technical Document Details

Symptoms:

 

Integration between Spectrum and Service Desk stops working, but starts working again after some time, or after recycle of Spectrum Tomcat Service. 

 

 

Aug 21, 2015 14:30:15.207 - Error occurred while attempting to create a ticket in Service Desk. 

 

Manually trying to open tickets, receives error: 

 

SPC-OCC-10262: Error launching 

serviceDesk/createTicket?alarmId=55d7601c-857c-1111-006e 

com.aprisma.spectrum.app.sd.servlet.ServiceDeskServlet.Tick 

 

And under catalina.out/stdout.log file found following error msg: 

 

Aug 21, 2015 15:12:45.646 - Error occurred while creating a request/problem/incident. AxisFault 

faultCode: {http://schemas.xmlsoap.org/soap/envelope/}Server 

faultSubcode: 

faultString: 

faultActor: 

faultNode: 

faultDetail: 

{}ErrorMessage:null 

{}ErrorCode:1 

 

After enable debug at Service Desk side, it shows following error under log file:

09/04 16:31:23:36 PRDSDMSC1 domsrvr 9552 ERROR sec_mgr.c 4475

Error in DomSession 538612839 in method session_registered: 10 register_session_user failed;

 

 

Cause:

 

This is usually related to the session_log table having a session number which had already been used previously.

 

 

 

Resolution:

 

In case it is not possible to run an archive/purge on session_log table, the following is suggested:

 

1.  Install the following variable in NX.ENV:

 

SESSION_LOG_EXCLUDE=ALL

 

This setting disables sesssion_log table entries - that is, any new logins will not be added to the table.

 

2.  Here are the commands to be executed at Service Desk side:

 

pdm_options_mgr -c -s SESSION_LOG_EXCLUDE -v ALL -a pmd_option.inst

pdm_options_mgr -c -s SESSION_LOG_EXCLUDE -v ALL -a pmd_option.inst -t

 

3.  Service Desk must be restarted after running these commands.