Process Automation - Running state stuck on sdm_login operator

Products

• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

Everything has been working fine for years.  Today we noticed out Service Desk instances in Process Automation were stuck in running status.  They are all hung on the sdm_login operator.  If I run a sample process which does not contain a connection to Service Desk, the instance completes properly showing the orchestrator is working properly.

 

 

Cause

It seemed there was a stuck connection thread between ITPAM and Service Desk.  Restarting ITPAM orchestrator did not resolve the issue.  Confirmed there was a short network issue and after it came back up the connection between ITPAM and Service Desk no longer worked,

Environment

Release : SDM 17.1

ITPAM 4.3.3

Component : Process Automation

Resolution

Stopped Service Desk service.

Stopped Orchestrator

Restarted Service Desk service, confirmed back up and running

Restarted Orchestrator service.

Once this was complete, all the instances completed and proceeded as expected.