CMDB Visualizer fails to display graph

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

The CMDB Visualizer fails to get the graph.

 

 

An error message similar to the one below in seen in visualizerMS.log file:

 

"ERROR 2021-06-28 07:40:16 [rkJoinPool.commonPool-worker-3] GraphDataManager 145 Failed to fetch graphs for some nodes.

java.util.concurrent.CompletionException: java.lang.Exception: No node attribute configuration found in application config. Can not load node data."

 

Environment

Release : 17.3

Component : SERVICE DESK MANAGER

Cause

The root cause is the entries in the ca_company table which has a null\blank company name. From SDM perspective, the company name is a REQUIRED field, so we cannot create a company with a null company name from SDM via any interface WebUI, SOAP or REST.

 

The reason this surfaced now (RU5 and/or RU6 onwards) is that we fixed a bug recently with Nodes Caching.

 

When Visualizer starts up, the nodes master data(or dependent data) (location, company, classes and family etc related info) needs to get loaded first and then the Nodes data. There was a bug in Nodes caching earlier where the nodes data is getting loaded before the master data load is complete because of huge master data table content. Because of this, Nodes data had some garbage info related to Master data.

 

Even though there was an exception happening earlier for these customers, nodes data used to cache with garbage information. But any subsequent operations like filtering would fail. We fixed the loading such that the nodes data can only be cached after the master data is complete. Since there is a null value in the company table, an exception happens and nodes data will not be cached.

 

 

Resolution

1. Run the below SQL query to update the affected ca_company records

UPDATE ca_company SET company_name='BLANKCOMPANY' WHERE company_name IS NULL

 

2. Restart the services or Stop and start the visualizer tomcat process.

pdm_tomcat_nxd -c STOP -t VIZ

pdm_tomcat_nxd -c START -t VIZ