DoSelect SOAP Web Service Calls can cause suspended queries in Service Desk
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Article ID: 109906
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Updated On:
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SUPPORT AUTOMATION- SERVERCA Service Desk Manager - Unified Self ServiceCA Service Desk ManagerCA Service Management - Asset Portfolio ManagementCA Service Management - Service Desk Manager
Issue/Introduction
After upgrading Service Desk to 17.1, DoSelect SOAP Web Service Calls can cause suspended queries in Service Desk. As a consequence Service Desk can become unresponsive because of many database agents getting busy.
See VDBINFO output below:
Agent #17 - (SEL) prov#6628_bpvirtdb_srvr @08/07/2018 09:47:49 with 1 in work SELECT_FULL (db_id=147383) SELECT call_req.open_date, call_req.id, call_req.ref_num, call_req.id FROM call_req ORDER BY call_req.open_date DESC SUSPENDED (10 of 10 recs) PROC(domsrvr) CNT(ServiceDesk)
There is a testfix available to be applied on top of Service Desk 17.1. Make sure your environment runs Service Desk 17.1 and open a case at CA Support asking for the available testfix.
See details below:
PROB #: 0 FN: T52Y804 FT: D33 DATE: 25 Apr 2018 PROBLEM SYMPTOM: WIN-MULTIPLE DOSELECT SOAP WEBSERVICE CALLS MAY RESULT IN CLIENT BECOMING UNRESPONSIVE