Service desk is completely down with error: Lock for cr_heat_mapping:1896242 is held by contact 00 - retrying in 2 seconds

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

Service desk is completely down with the following messages in the std.log: 

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 

Environment

Release : 17.x

Component : SERVICE DESK MANAGER

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 service desk services.

As a permanent solution, please create a dedicated domsrvr for the Animator process.  

https://techdocs.broadcom.com/us/en/ca-enterprise-software/business-management/ca-service-management/17-3/administering/configure-ca-service-desk-manager/managing-servers/configure-a-dedicated-domsrvr-for-soap-web-service-advanced-availability.html 

https://knowledge.broadcom.com/external/article?articleId=9623