Slow response after applying RU21

Products

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

Issue/Introduction

After installing patch RU21 we are getting slow server response message when we change the ticket status to "Resolved".

 

The status "Resolved" in our configuration for the SLA.

 

In the log file the following error message appears:

03/23 15:08:35.24 SDM-SERVER domsrvr 7516 ERROR attr.c 6217 No response to trigger cr::attached_sla_processing (1 time) after 30 seconds; waiting another 60 seconds

 Above will likely appear multiple times and at a much higher frequency after the RU update.

 

And all the SDM starts giving slow response or delayed server response, and is only solved when we restart the application and for a short time.

Environment

Release: 17.3 or higher
Component:  CA Service Desk Manager

Resolution

This is a known issue with 17.3 RU21

A fix has been published for both Windows and Linux platforms and is available for download from the Broadcom Support site.

Published links details is as follows

Windows

Fix Name : T5UG517.CAZ

APAR no : 99111746

Link : https://support.broadcom.com/web/ecx/solutiondetails?aparNo=99111746&os=WINDOWS-ALL

Linux

Fix Name : T5UG518.tar.Z

APAR no : 99111747

Link : https://support.broadcom.com/web/ecx/solutiondetails?aparNo=99111747&os=LINUX+-ALL

 

Additional Information

As of June, 2023, RU20 and RU21 have both been removed from distribution.  We recommend installing the RU23 update or higher which contains the above fix.