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
CA Service Desk Manager
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.
Above is part of post install step for RU17
Additional Information
For 17.4, the equivalent command is:
pdm_load -f r17_4_insert.dat
File of interest is the r17_4_insert.dat file, under NX_ROOT/data
Above is part of post install step for 17.4
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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