Risk Assessment sometimes does not complete

Document ID : KB000077683
Last Modified Date : 13/04/2018
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Issue:
Risk Assessment will run and appear to have completed but it does not. Looking at the errors in the logs you will find the following error: AHD05535: An internal error occurred while updating risk level
Environment:
SMSDMP99000-14.1-Service Management-Service Desk Manager Package
Cause:

Looking further into the logs you will see the following: 

Total Score 2840 default Score <2840> 

01/09 09:42:35.62 CTS-SDM-XXXXXXXXXX spelsrvr:SDM-XXXX   11780 TRACE        chg.spl               6033 >>>Weightage <1876> 2840 <2500> 
01/09 09:42:35.65 CTS-SDM-XXXXXXXXXX spelsrvr:SDM-XXXX   11780 TRACE        chg.spl               6033 >>>Weightage <1251> 2840 <1875> 
01/09 09:42:35.66 CTS-SDM-XXXXXXXXXX spelsrvr:SDM-XXXX   11780 TRACE        chg.spl               6033 >>>Weightage <626> 2840 <1250> 
01/09 09:42:35.69 CTS-SDM-XXXXXXXXXX spelsrvr:SDM-XXXX   11780 TRACE        chg.spl               6033 >>>Weightage <1> 2840 <625> 
01/09 09:42:35.73 CTS-SDM-XXXXXXXXXX spelsrvr:SDM-XXXX   11780 TRACE        chg.spl               6033 >>>Weightage <0> 2840 <0> 
01/09 09:42:35.74 CTS-SDM-XXXXXXXXXX spelsrvr:SDM-XXXX   11780 TRACE        chg.spl               6042 >>>risk_level <-1> 

 

Resolution:
Risk ranges are defined such that, it can take a maximum of 2500 by default.

The calculated risk for the survey above demonstrates the Risk Assessment going beyond the default risk range, hence setting the value as -1.

this can be rectified by either keeping the Risk Assessment range below the default maximum of 2500

OR

update the risk range to a maximum level, maybe at 10000 and verify the issue.