Ticket and User Edit Failure with AHD0502 Error due to Full Transaction Log - Service Desk Manager

Products

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

Issue/Introduction

Users are unable to create or edit tickets and users in the Service Desk Manager console. When attempting these actions, the application returns a message indicating the record is locked, preventing necessary updates. This issue is typically caused by the backend database being unable to process new transactions because the log file has reached its capacity.

Symptoms

• Error message on the Web UI or stdlog: AHD0502: You are not allowed to edit this ticket as it is locked.
• The following error may appear in the stdlog:

text

bpvirtdb_srvr 5988 ERROR vdbmisc.c 688 Miscellaneous Database error occured : [Microsoft SQL Server Native Client 11.0] [ SQL Code=9002 SQL State=42000] The transaction log for database is full due to 'LOG_BACKUP'.

• High backlog growth or application timeouts during peak hours [1].

Environment

• Product: CA Service Desk Manager / CA Service Management
• Releases: All supported versions
• Database: Microsoft SQL Server (All supported versions), IBM DB2
• Operating System: Windows Server, Linux

Cause

The Microsoft SQL Server transaction log (Error 9002) is full, often due to a lack of frequent log backups or insufficient disk space. This prevents the database from committing new transactions, which in turn prevents Service Desk Manager from releasing or creating record locks

Resolution

Review and perform the following steps with your Database Administrator (DBA):

1. Free Up Database Space: Coordinate with the DBA to truncate or free up space on the MDB Database [3].
2. Clear Application Locks: Reboot the Service Desk Manager server to release existing session locks after the database space issue is resolved [3].
3. Database Configuration:
   • Verify if the database is in Simple Recovery Mode or Full Recovery Mode. If in Full mode, ensure frequent transaction log backups are scheduled [4].
   • Consider setting the transaction log to unlimited growth to prevent recurrence [5].
4. Shrink Transaction Log: If necessary, take a full backup of the database and perform an offline shrink of the transaction log file [6].