Email received from Catalyst " Error Metadata"

Products

• CA Service Operations Insight (SOI)

Issue/Introduction

SOI 4.2 CU4

Email notifications are received with the message:

Exception converting sheet data objects

and

ObjectNotFoundException: Object is not available in Catalyst Persistence [getSheet () found no row in ci_details matching the ID)

We see following error messages in the soimgr-debug.log

2023-07-24T18:01:02,999 INFO  [JMS Alert <Connector-Server>] ?.() [] - Exception in buildMDRTicketURL()

java.lang.StringIndexOutOfBoundsException: String index out of range: -1

     at java.lang.String.substring(String.java:1967)

     at com.ca.sam.manager.connector.EventProcessor.buildMDRTicketURL(EventProcessor.java:2401)

     at com.ca.sam.manager.connector.EventProcessor.updateInfrastructeAlarm(EventProcessor.java:1780)

     at com.ca.sam.manager.connector.EventProcessor.generateInfrastructureAlert(EventProcessor.java:516)

     at com.ca.sam.manager.connector.EventProcessor.UpdateCIStatus(EventProcessor.java:187)

     at com.ca.sam.manager.connector.ConnectorManager$MyListener.onEventStaging(ConnectorManager.java:2921)

     at com.ca.sam.manager.connector.ConnectorManager$MyListener.onCIStagingBulk(ConnectorManager.java:1179)

     at com.ca.sam.manager.connector.ConnectorManager$MyListener.onCIStaging(ConnectorManager.java:658)

     at com.ca.sam.manager.connector.ConnectorManager$MyListener.onEvent(ConnectorManager.java:2700)

     at com.ca.sam.manager.connector.ConnectorReceiver$CrJMSMessageListener.processMap(ConnectorReceiver.java:1404)

     at com.ca.sam.manager.connector.ConnectorReceiver$ProxyMessageTask.run(ConnectorReceiver.java:1652)

     at com.aprisma.util.thread.JobQueue.runJobThread(JobQueue.java:409)

     at com.aprisma.util.thread.JobQueue.access$400(JobQueue.java:43)

     at com.aprisma.util.thread.JobQueue$JobRunnable.run(JobQueue.java:136)

     at java.lang.Thread.run(Thread.java:750)

 

2023-07-24T18:01:03,001 INFO  [PoolThread-6795: GlobalPool => ActionService] ?.() [] - writeSiloTicketToSSATicketField: Exception in WriteTicketInfo, alarm may have cleared already

2023-07-24T18:01:13,168 INFO  [JMS Alert <Connector Server>] ?.() [] - Exception in buildMDRTicketURL()

java.lang.StringIndexOutOfBoundsException: String index out of range: -1

     at java.lang.String.substring(String.java:1967)

     at com.ca.sam.manager.connector.EventProcessor.buildMDRTicketURL(EventProcessor.java:2401)

     at com.ca.sam.manager.connector.EventProcessor.updateInfrastructeAlarm(EventProcessor.java:1780)

     at com.ca.sam.manager.connector.EventProcessor.generateInfrastructureAlert(EventProcessor.java:516)

     at com.ca.sam.manager.connector.EventProcessor.UpdateCIStatus(EventProcessor.java:187)

     at com.ca.sam.manager.connector.ConnectorManager$MyListener.onEventStaging(ConnectorManager.java:2921)

     at com.ca.sam.manager.connector.ConnectorManager$MyListener.onCIStagingBulk(ConnectorManager.java:1179)

     at com.ca.sam.manager.connector.ConnectorManager$MyListener.onCIStaging(ConnectorManager.java:658)

     at com.ca.sam.manager.connector.ConnectorManager$MyListener.onEvent(ConnectorManager.java:2700)

     at com.ca.sam.manager.connector.ConnectorReceiver$CrJMSMessageListener.processMap(ConnectorReceiver.java:1404)

     at com.ca.sam.manager.connector.ConnectorReceiver$ProxyMessageTask.run(ConnectorReceiver.java:1652)

     at com.aprisma.util.thread.JobQueue.runJobThread(JobQueue.java:409)

     at com.aprisma.util.thread.JobQueue.access$400(JobQueue.java:43)

     at com.aprisma.util.thread.JobQueue$JobRunnable.run(JobQueue.java:136)

     at java.lang.Thread.run(Thread.java:750)

 

2023-07-24T18:01:13,176 INFO  [PoolThread-6796: GlobalPool => ActionService] ?.() [] - (getTicketHandle)

com.ca.sam.manager.escalation.ServiceDeskWSClientException: Error retrieving Service Desk ticket handle.

     at com.ca.sam.manager.escalation.ServiceDeskWSClient.getTicketHandle(ServiceDeskWSClient.java:3456)

     at com.ca.sam.manager.escalation.HelpDeskManager.getTicketHandle(HelpDeskManager.java:1409)

     at com.ca.sam.manager.escalation.HelpDeskManager.processSiloTicket(HelpDeskManager.java:701)

     at com.ca.sam.manager.escalation.HelpDeskManager.updateTroubleTicket(HelpDeskManager.java:853)

     at com.ca.sam.manager.escalation.ActionService$3.performTask(ActionService.java:2685)

     at com.aprisma.util.thread.CachedThread.run(CachedThread.java:132)

 

2023-07-24T18:01:23,422 INFO  [ActiveMQ Session Task-10795] ?.() [] - 2023-07-24 18:01:23,422 ActiveMQ Session Task-10795 ERROR Attempted to append to non-started appender JMSTraceAppender

 

Environment

Release : 4.2

Resolution

The error messages, "ObjectNotFoundException: Object is not available in Catalyst Persistence [getSheet () found no row in ci_detials matching the ID)" are normal. There are no cleanup steps to prevent them from occurring and they should not be causing any negative effects.

Basically, the Catalyst when it encounters this type of message will create a new sheet for the CIs.

It is possible that there are inconsistent data in the persistent store.

You can run “soitoolbox.exe” to find & purge inconsistent data with the following arguments and then restart the manager when possible. 

--findDBInconsistencies
--purgeDBInconsistencies 

The soitoolbox --findDBInconsistencies -v command can be used to list inconsistencies. 

The soitoolbox --purgeDBInconsistencies command can be used to purge the inconsistencies.