Service desk is complete down

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

Service desk is complete down

Environment

Release : 17.1

Component : SERVICE DESK MANAGER

Cause

06/13 12:27:02.06 DC-SDM1        domsrvr:hw           7156 SIGNIFICANT  top_ob.c              4483 Lock for cr_heat_mapping:1896242 is held by contact 00 - retrying in 2 seconds 

Resolution

1. Add  '@NX_SREL_BLOCKS_TIMEOUT=30' to NX.ENV file 

2. Take a backup of session log table before clearing it . 
select * into session_log_bkup from session_log
delete from session_log 

3 recycle services.