Incidents weren't auto-closed as scheduled

Products

• CA Service Management - Service Desk Manager
• CA Service Desk Manager

Issue/Introduction

There are several Incidents which weren't closed automatically as per the defined auto-closure time. Although their child requests were closed at the same time. 

Logging will report:

<date> <time> <SERVER>    spelsrvr             6048 ERROR        cr.spl                7157 Error on checking out Request '######'. 
<date> <time> <SERVER>    spelsrvr             6048 ERROR        cr.spl                7090 Try to close Request descendents with incomplete workflow tasks 
<date> <time> <SERVER>    spelsrvr             6048 ERROR        cr.spl                9101 Unable to automatically close ticket: cr:###### - INVALID

Environment

Service Desk Manager v17.2 and up

 

Resolution

Check to see if the affected tickets had any changes to the assignees to the given tickets.  In some scenarios, the assignee to the given ticket is not a member of the group that is named to the same ticket and such a condition could result in the tickets not auto-closing.

Additional Information

As may be difficult to determine when this issue would happen in prod and to capture logging associated with it without affecting production, one can also turn up logging as follows:

- On an Admin Command Prompt on the given SDM Server where the issue is being seen, run these three pdm_trace commands:

pdm_trace spelsrvr WATCH cr.spl 9101
pdm_trace spelsrvr WATCH cr.spl 7157
pdm_trace spelsrvr ON

- Once every day or so, run this command to write the output of the pdm_trace memory

pdm_trace spelsrvr WRITE

In the SDM log directory, there will be an accumulation of logs that are named as "trace_spelsrvr_XXXX.log" where XXXX is the date/time stamp of the log output, for example:  trace_spelsrvr_20210715134340.log

Once these logs are collected, please open a support case so that the SDM support team can review the logs and help to find the problem.