Exporting List of Tickets in Service Desk Manager Unsuccessful after Upgrade
Article ID: 256646
Updated On:
Products
Issue/Introduction
After upgrading to RU17. customer reported that they were unable to export a list of tickets in Service Desk Manager from a node through the Queue Manager. Issue is specific to export function (tomcat and attachment access works fine)
Environment
Release : 17.3
Cause
When attempting to run the Export, the following logs are seen:
12/20 12:26:39.22 SDM-SERVER pdm_exporter 9628 SIGNIFICANT pdm_exporter.c 150 Connected to server SDM-SERVER (domsrvr)
12/20 12:26:39.23 SDM-SERVER pdm_exporter 9628 SIGNIFICANT nx_exporter.c 1643 Export (pdmweb:SDM-SERVER#7641170b:1852ff65109:-7fff-7244-5) started for Userid(USER1) Factory(cr) Where((assignee IS NOT NULL AND group.[group]group_list.member IN (U'######')) AND active = 1 AND type = 'R')
12/20 12:26:39.34 SDM-SERVER pdm_exporter 9628 ERROR nx_exporter.c 1581 No matches found for definition file (1003)
12/20 12:26:39.35 SDM-SERVER pdm_exporter 9628 SIGNIFICANT nx_exporter.c 1680 Export (pdmweb:SDM-SERVER#7641170b:1852ff65109:-7fff-7244-5) completed after (0.123) seconds.
12/20 12:26:39.35 SDM-SERVER domsrvr 8704 SIGNIFICANT connmgr.c 2410 Disconnecting client pdm_exporter-SDM-SERVER-#9628
Similar logging found in jsrvr.log:
12/20 12:36:39.230 [https-openssl-nio-8443-exec-3] INFO PDMExport 965 Export Servlet Initialized
12/20 12:36:39.230 [https-openssl-nio-8443-exec-3] INFO PDMExport 1007 In PDMExport.init()
12/20 12:36:39.230 [https-openssl-nio-8443-exec-3] INFO PDMExport 1022 NX_CHARSET: UTF-8
12/20 12:36:39.230 [Thread-18] INFO PDMExport 1562 added request id : pdmweb:SDM-SERVER#7641170b:1852ff65109:-7fff-7244-5 to hashtable
12/20 12:36:39.230 [Thread-18] ERROR PDMExport 1549 Got Reply Error (3) AHD13104:Export Process exited or is not responding
12/20 12:36:39.230 [https-openssl-nio-8443-exec-10] ERROR PDMExport 425 Export object not found!
For some reason "r17_3_17_insert.dat" was not loaded in the post install steps in prod.
Resolution
Manually run "pdm_load -f r17_3_XX_insert.dat" (r17_3_17_insert.dat) in the NX_ROOT/data folder and this should resolve the issue
NOTE: Please check the following when installing RU patch.
- When launched RU install (setup.exe), right click on the setup.exe and select "Run as administrator".
- When unzipped the RU patch, select to a local drive (not network drive) and run the setup.exe.
- When installing the RU patch, ensure the "Running Post installation steps for CA Service Desk Manager Update(s): 17.3.0.19" on the Installation Progress screen.
- Ensure that the setup path does not contain a long path (folder) name.
Additional Information
Another thing to look for is that after running the RU update, the NX.env settings may need to be reviewed, in particular, the NX_LOCAL_SERVLET_SERVER_URL and NX_SERVLET_SERVER_URL settings for export functionality.
Values such as these are of particular interest:
@NX_WEB_CGI_URL=http://[EXAMPLE SERVER]:80/CAisd/pdmweb.exe
@NX_SERVLET_SERVER_URL=http://[EXAMPLE SERVER]:8080
@NX_LOCAL_SERVLET_SERVER_URL=http://[EXAMPLE SERVER]:8080
@NX_CAEXTWF_WORKLIST_URL=https://[EXAMPLE SERVER]:8443/itpam?page=tasklist
@NX_CAEXTWF_PROCESSDISPLAY_URL=https://[EXAMPLE SERVER]:8443/itpam/Web.jsp?page=runtimeeditor&ROID=
Depending on your local requirements, the above may need to be changed to reflect specific SSL protocols, ports, or load balancer settings:
@NX_WEB_CGI_URL=https://[EXAMPLE SERVER]/CAisd/pdmweb.exe
@NX_SERVLET_SERVER_URL=https://[EXAMPLE SERVER]:8443
@NX_LOCAL_SERVLET_SERVER_URL=https://[EXAMPLE SERVER]:8443
@NX_CAEXTWF_WORKLIST_URL=https://[EXAMPLE SERVER]:443/itpam?page=tasklist
@NX_CAEXTWF_PROCESSDISPLAY_URL=https://[EXAMPLE SERVER]:443/itpam/Web.jsp?page=runtimeeditor&ROID=
Server names are generally case sensitive, ie: SERVER.example.com vs server.example.com
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