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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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: 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


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?


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.