Service Desk Manager - Communication link failure

Products

• CA Service Desk Manager
• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager - Mobile Application
• CA Service Desk Manager - Xtraction

Issue/Introduction

The connection between the production environment SQL database and random application servers is failing. When the connection fails, the following error message is written to the stdlog:

SQL Execute  failed: [Microsoft SQL Server Native Client 11.0] [ SQL Code=64 SQL State=08S01] Communication link failure; [Microsoft SQL Server Native Client 11.0] [ SQL Code=64 SQL State=08S01] TCP Provider: The specified network name is no longer available. 

Environment

Release : 17.x

Component : SERVICE DESK MANAGER

Resolution

This error is received by the SQL agent installed on the Service Desk Manager server, and forwarded to Service Desk. It's not specifically a Service Desk error.

The error indicates a network communication server between the SQL agent and the SQL server. It's advised that a network administrator review this problem further to determine the cause for the loss of connection.