How to increase the tomcat heap memory for Support Automation

Products

• SUPPORT AUTOMATION- SERVER
• CA Service Management - Service Desk Manager
• CA Service Desk Manager

Issue/Introduction

When Support Automation (SA) is heavily used, it may be useful to increment the heap memory for the tomcat server used by SA.

Environment

Release: 

Component: SBAUTO

Resolution

Incrementing the java heap memory for the SA tomcat server can be done by adding a new parameter called JAVA_OPTIONS_SA in the NX.env file.

If the JAVA_OPTIONS_SA already exists in the NX.env, the same commands can be used to set new values.

By default this memory is set to 512M. To increase this to, for example, 1024M, execute following commands:

pdm_options_mgr -c -s JAVA_OPTIONS_SA -v "-Djava.net.preferIPv4Stack=false -Xms64M -Xmx1024M" -a pdm_option.inst
pdm_options_mgr -c -s JAVA_OPTIONS_SA -v "-Djava.net.preferIPv4Stack=false -Xms64M -Xmx1024M" -a pdm_option.inst -t

Post installation actions:

1. Check if the new parameter value is included in the $NX_ROOT\NX.env and in the $NX_ROOT\pdmconf\NX.env_nt.tpl; these files should contain:
   
   JAVA_OPTIONS_SA=Djava.net.preferIPv4Stack=false -Xms64M -Xmx1024M
   
   
2. Recycle the servicedesk service and check in the stdlog if the tomcat SA starts with the new setting: search for "Starting SA tomcat"; the search results should show the setting as matching the new entry in the NX.env file.