search cancel

Service Desk soap web service does not respond

book

Article ID: 253810

calendar_today

Updated On:

Products

CA Service Management - Service Desk Manager

Issue/Introduction

This techdoc explains one reason why the SDM web service becomes not responding or responds very slowly. Same thing could happen to attachment or export.

Environment

Release : 17.3

Resolution

Over time, pdm_tomcat.log file in SDM install folder\log can become very huge which will eventually causes slowness or non-response for the operations related to this log file. For example, soap web service, attachments, exports.

If you see this file is too big(for example 3.5 GB), you can follow these steps to correct the issue

1. run command 

pdm_tomcat_nxd -c stop

2. delete or move file pdm_tomcat.log

3. run command

pdm_tomcat_nxd -c start