ITPAM fails to find Attachments folder

Products

• CA Process Automation Base
• Process Automation Manager

Issue/Introduction

The ITPAM process that creates a Service Desk ticket errors out when it cannot find the attachments folder.

The mapped network drive that is the target attchments folder is accessible from the ITPAM server..

But messages like these appear in the c2o.log

<date> <time> ERROR [com.optinuity.c2o.service.serviceoperation.filewatchserviceoperation.DirectoryEntriesFWSRunner] [e5-2b79813bae8a] Failed to run DirectoryEntriesFWSoperation
com.optinuity.c2o.util.C2OException: Directory <server sharename>\\<attachments folder> doesn't exist at com.optinuity.c2o.service.serviceoperation.filewatchserviceoperation.DirectoryEntriesFWSRunner.runDirectoryEntriesSvcOp(DirectoryEntriesFWSRunner.java:276) ~[filewatchservice.jar:04.4.00.100]
 at com.optinuity.c2o.service.serviceoperation.filewatchserviceoperation.DirectoryEntriesFWSRunner.run(DirectoryEntriesFWSRunner.java:112) ~[filewatchservice.jar:04.4.00.100]
 at java.lang.Thread.run(Thread.java:750) ~[?:1.8.0_421]

Environment

Process Automation 4.4.x

Resolution

The target attachments folder occasionally fills up with files.  It was found that periodically deleting alls files from the target Attachements folder resolved the problem.  Root cause was never found but we believe that there was some sort of timeout issue with reading through the long list of files in the target attachments folder.