Service Desk logs may get out of sync

Document ID : KB000028838
Last Modified Date : 14/02/2018
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PROBLEM:

ServiceDesk stdlogs may get out of sync.

N.B. "Out of sync" implies randomly writing in stdlog.2, then stdlog.1 or stdlog.9, etc...instead of waiting for stdlog.1 to get full, then write in stdlog.2 in chronological order or logical sequence. 

CAUSE OF THE PROBLEM:

The problem seems is caused by security\permissions on the "log" folder as and a shared memory issue as Service desk on Windows emulates the shared memory with temp files under NX_ROOT/site/shm.

RESOLUTION:

To address the problem please do the following steps:

  1. Stop the ServiceDesk services
  2. Delete all the stdlog.* files under $NX_ROOT/log or move them to an alternative\backup path
  3. Delete all the content of folder $NX_ROOT/site/shm
  4. Confirm that all users that logon to the ServiceDesk server to execute Service Desk commands\utilities, e.g. pdm_load or pdm_webstat have explicit write privileges to $NX_ROOT/log folder. Please also note that the above applies any scripts in place that may be executing Service Desk commands\utilities.

  See the following Solution Document: RI43254