Attachment uploads fail after working for some time with "maxThreads" error

Products

• CA IT Asset Manager
• CA Software Asset Manager (CA SAM)
• ASSET PORTFOLIO MGMT- SERVER
• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

Attachment uploads and downloads fail.

There is no response from the Attachment tomcat servlet.

In the file NX_ROOT/log/pdm_tomcat.log the following error is present:

"SEVERE: All threads (75) are currently busy, waiting. Increase maxThreads (75) or check the servlet status".

Environment

Release: Service Desk Manager: all supported versions

Resolution

This can be resolved by tuning the "maxProcessors" variable in the tomcat server.xml file under $NX_ROOT/bopcfg/www/CATALINA_BASE/conf

1. Open tomcat server.xml with a text editor.
   
   
2. Locate the section for the connector in use; an easy way to identify this is to search for the port in use for tomcat.
   
   
3. Edit the maxProcessors variable as shown below and save the file. The Default value for maxProcessors is 75.
   A recommended starting increase may be to 150 and monitor. Only increase to 300 if the message persists with frequency.
   It is not recommended to make large increases beyond that without supporting evidence.
   
   <Connector acceptCount="100" className="org.apache.coyote.tomcat4.CoyoteConnector"
   connectionTimeout="20000" debug="0" disableUploadTimeout="true" enableLookups="true"
   maxProcessors="75" minProcessors="5" port="8080" redirectPort="8443" useURIValidationHack="false"/>
   
   
4. After the change, recycle the Service Desk Manager Service.