When I use Run Now, I receive the message: Attempt to start a second archive and purge process for the rule. Abort the new process. How can I get the rules to run?
There are no entries in the Archive and Purge History for the Archive and Purge Rules that have been configured to run every day during non-business hours. Why haven't the rules been run?
For example, the Archive and Purge Rule named "Session Log" is Active in the environment and it is set up to run every day during Non-Business Hours. However there is no recent entry in the Archive and Purge History List.
Here is a screenshot of the Archive and Purge Rule Detail for the Session Log rule:
I also tried to run the Session Log rule during normal business hours by changing the Schedule to "24 Hours" and then clicking on the "Run Now" button. However, the rule still did not run, and I received the following message:
Attempt to start a second archive and purge process for the rule, Session Log. Abort the new process.
Why did I receive that message? What can I do to get the rules to run?
Release: Service Desk Manager 17.3
The message indicates that the rule has already been started but it has not completed. The reason that the rule does not complete is because there are not enough resources available to run it.
One factor that affects whether or not the rule can run is the percentage value that is configured for the busy_agent_threshold option that is available in the Options Manager. The out-of-the-box value is 70.
The online Help explains the option as follows:
Since the busy_agent_threshold is directly related to the number of busy database (DB) agents, increasing the number of DB agents could enable the rules to run. Thus, a probable solution is to increase the number of DB agents.
The Minimum and Maximum number of DB agents are defined in the NX.env file. For example, the out-of-the-box values are specified in the NX.env files as follows:
Running with 6 database agents is usually not sufficient in a production environment. If there are only 6 DB agents configured, set the values as follows:
Before you change the NX.env file, take a backup of the file. Use the pdm_options_mgr command to change the values. Here are the commands for changing the values to 30:
pdm_options_mgr -c -a pdm_option.inst -a option.inst -s MIN_DBAGENT -v 30
pdm_options_mgr -c -a pdm_option.inst -a option.inst -s MAX_DBAGENT -v 30
In order for the changes to persist across a possible run of the pdm_configure tool in the future, the corresponding template file, NX.env_nt.tpl, also needs to be changed.
Before you change the template file, take a backup of the file. Then, run the following commands to change the values in that file:
pdm_options_mgr -c -a pdm_option.inst -a option.inst -s MIN_DBAGENT -v 30 -t
pdm_options_mgr -c -a pdm_option.inst -a option.inst -s MAX_DBAGENT -v 30 -t
If you change the Busy Agent Threshold or the number of DB agents, you must recycle CA Service Desk Manager so that the changes take effect.
If the archive and purge rules still do not run after the configuration change, increase the number of DB agents further.