Some Service Desk tickets remain in an open state. Sporadic SDM_Login operator stuck in running state.

Document ID : KB000013238
Last Modified Date : 14/02/2018
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Introduction:

Processes created for Service Desk sometimes get stuck in running state on the SDM_login operator.  Service Desk processes eventually fail with the following error in the c20.log:

SOAP call[login] failed: java.security.PrivilegedActionException: com.sun.xml.messaging.saaj.SOAPExceptionImpl: Message send failed 

There issue can be sporadic.  Sometimes the Service Desk processes run without issue.  All processes not working with Service Desk work without issue

Question:

Service Desk processes within Process Automation sometimes fail on the SDM_login operator.  This causes Service Desk tickets to not close.  What is causing this?

Answer:

This is caused Service Desk not accepting all the SOAP calls.  The sporadic nature of the Service Desk Processes working and sometimes failing is caused by a limit in the Service Desk Tomcat server.xml

Increase the increase the Connector connectionTimeout="200000" acceptCount="300" acceptorThreadCount="4" for performance tuning in the Service Desk Tomcat server.xml on the Service Desk servers:

On your Service Desk server navigate to:

C:\Program Files (x86)\CA\Service Desk Manager\bopcfg\www\CATALINA_BASE\conf

Open the xml in a text editor.  Modify the below settings to the following:

<Connector connectionTimeout="200000" acceptCount="300" acceptorThreadCount="4" port="8080" protocol="HTTP/1.1" redirectPort="8443"/> 

 

Additional Information:

For additional information regarding the Service Desk Tomcat server.xml please contact Service Desk support.