Hierarchy Configuration Displays Incorrect Server URL for Parent or Child Node

Products

• IT Management Suite

Issue/Introduction

When attempting to modify the Hierarchy configuration or during routine replication, the process fails with a "Hierarchy Node Process" error. Although the server names appear correct in the console UI, the underlying URL associated with a node points to the wrong server (e.g., a child node entry incorrectly contains the parent's URL).

Symptoms include:

• Replication failures between Parent and Child servers.

• SMP Console Error: Hierarchy Node Process failed. Please review the log for details.

The NS logs contain an error similar to the following excerpt:

Description: Failed to execute task: 'EditHierarchyNode' (Altiris.NS.Replication.Hierarchy.AsynchronousHierarchyOperations : UpdateNode_Synchronous(Altiris.NS.Replication.Hierarchy.HierarchyNode):Void)

The node being verified on the local server was not found. This server should have reference to a parent node with server name . HierarchyCode:2 ---> The node being verified on the local server was not found. This server should have reference to a parent node with server name  HierarchyCode:2

   [System.Web.Services.Protocols.SoapException @ System.Web.Services]
   at System.Web.Services.Protocols.SoapHttpClientProtocol.ReadResponse(SoapClientMessage message, WebResponse response, Stream responseStream, Boolean asyncCall)
   at System.Web.Services.Protocols.SoapHttpClientProtocol.Invoke(String methodName, Object[] parameters)
   at Altiris.NS.Replication.Hierarchy.HierarchyNodeManager.ModifyRelationship(HierarchyNode node, TaskProgressEventHandler progress)
   at Altiris.NS.Replication.Hierarchy.AsynchronousHierarchyOperations.HierarchyNodeProcess(HierarchyNode node, HierarchyStructureChangeEventReason processMode, Boolean catchException)
   at Altiris.NS.Replication.Hierarchy.AsynchronousHierarchyOperations.UpdateNode_Synchronous(HierarchyNode node)

Environment

ITMS 8.x

Cause

This issue occurs when the Item state for a Hierarchy Node in the Symantec Management Platform (SMP) database contains a mismatched URL string. This mismatch prevents the Notification Server (NS) or SMP Server from establishing a valid web service connection to the remote node, halting task execution and replication.

The exact root cause is unknown, though it is most frequently observed following a version upgrade or a server rename/migration where the XML state within the database was not fully updated.

Resolution

Step 1: Identify the Discrepancy

Before running any modification scripts, you must identify the HierarchyNodeGuid and the exact malformed URL. Run the following query against the Symantec Management Platform database (works on both Parent and Child):

SELECT i.Name AS 'Parent Name',
       i2.Name AS 'Child Name',
       CAST(i3.state AS XML) AS 'HierarchyNodeState', 
       i3.Guid AS 'HierarchyNodeGuid'
FROM HierarchyNode hn
JOIN Item i ON i.Guid = hn.ParentGuid
JOIN Item i2 ON i2.Guid = hn.ChildGuid
JOIN Item i3 ON i3.Guid = hn.ItemGuid
ORDER BY 2

Note: Click the XML link in the HierarchyNodeState column of the results. Look for the <address> or <url> tags to confirm if they match the server name.

Step 2: Apply SQL Modification

Choose from the attached files the appropriate script based on where the incorrect data resides:

Script Name	Target Database	Purpose
ChangeChildServerURL.sql	Parent NS Database	Updates a Child node's URL stored on the Parent.
ChangeParentServerURL.sql	Child NS Database	Updates the Parent node's URL stored on the Child.

Execution Steps:

1. Backup: Ensure a current full database backup exists before proceeding.

2. Open Script: Open the relevant .sql file in SQL Server Management Studio (SSMS).

3. Configure Variables:

   • Line 7: Set the @serverName variable to the name of the server exactly as shown in the Console.

   • Line 13: Check the @correctURLname logic. If your environment uses SSL, ensure the protocol is set to https.

4. Execute: Run the script against the target database.

Step 3: Log Evidence

When the failure occurs, the C:\ProgramData\Symantec\SMP\Logs\aXX.log will show:

Description: Failed to execute task: 'EditHierarchyNode'... The node being verified on the local server was not found. This server should have reference to a parent node with server name... HierarchyCode:2

Step 4: Verification

To confirm the fix:

1. On the SMP Console, navigate to Settings > All Settings > Notification Server > Hierarchy > Hierarchy Management.

2. Select the node that was previously failing.

3. Click Save Changes or Refresh.

4. Verify that the "Hierarchy Node Process failed" error no longer appears and the URL in the properties matches the server name.