Tomcat with high CPU usage when integrated with Process Automation Manager

Document ID : KB000048931
Last Modified Date : 14/02/2018
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Description:

In an environment with Service Desk integrated to PAM (Process Automation Manager) it is possible to have performance issues with Tomcat when the processes in PAM are being run.

Solution:

To resolve this, it is necessary to have some architecture changes:

  1. Create a Secondary Server to accommodate the Web Services calls done by PAM.
    You can refer to the Service Desk Administration Guide for reference on how to configure a Secondary, or also TEC477577 - How do I use the Service Desk web director as a simple load balancer?

  2. Configure Web Services to use that specific Secondary.
    In the Service Desk Administration tab, in Options Manager, under Web Services, edit option "webservice_domsrvr" and set the name of the domsrvr process configured in the previous step (e.g.: domsrvr:11).

    Save and recycle Service Desk service so the change is recognized.

  3. In PAM, redefine all calls to the Service Desk Web Services ("Default ServiceDesk WebService URL") to point to the Secondary server. This should be done on the process definition as well.

It is expected the new processes created by this integration use the new Secondary Server created to accommodate the Process Automation Manager processes running on Tomcat. This will relieve the Tomcat process on the Primary server.