Unable to create Configuration Items through User Interface or GRLoader

Products

• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• KNOWLEDGE TOOLS
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

Symptoms:

Symptom using 'User Interface':

The screen "Create Configuration Item" opens, but when clicks "Continue" the page keeps loading indefinitely.

Symptom using GRLoader:
When trying to create the Configuration Item via GRloader it doesn't work and no error is generated.
The command starts running and never completes the execution.

No errors are registered in the stdlog files or traces.

Environment:

SDM 12.7, 12.9

Cause:

The possible cause is that the mdb_registrations_nxd process is not running or need to be restarted.

Resolution:

• Run the command line:
  
  pdm_status

• Check if the 'mdb_registration_nxd' process has status 'Running'
• If the status is not 'Runninig', run the command to start this process:
  
  pdm_d_refresh (this command won't make Service Desk unavailable)
• Await for a moment and check if the status is 'Running'

Additional Information:

Please contact support to ensure you have all of the required maintenance to avoid the problem moving forward.

Environment

Release: SDMU0M99000-14.1-Service Desk Manager-Full License
Component: