Process Automation - Running state stuck on sdm_login operator

Article Id: 141845
Status: Published
Updated On: 13-12-2019 14:14
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.