XFlow Search Hangs: Failed to get the EEM Artifact Error

Products

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

Issue/Introduction

The xFlow logon works fine, but the search for anything within xFlow hangs.

The following similar error is seen in the xFlow logs (CA\xFlow\APPS\logs)

ERROR [ka.actor.default-dispatcher-10] SdmBoplginMethodHelper  1001 Failed to get the EEM Artifact: AHD04023

Environment

CA Service Desk Manager xFlow 17.4.x

All Supported Operating Systems

Resolution

1.  Stop the xFlow service

2.  Take the backup of the C:\Program Files\CA\xFlow\APPS\Services\searchmicroservice-17.0.479\conf\application.conf file

3.  Add below in the C:\Program Files\CA\xFlow\APPS\Services\searchmicroservice-17.0.479\conf\application.conf file (at the end)

generic.api {
     
     #Note: the necessity to increase the timeout could result in slow startup because of the amount of data that is allowed to be cached.
     #This configuration sets the maximum amount of time to wait for the data to be loaded for the factory.
     maxTimeout=120 
}

4.  In the C:\Program Files\CA\xFlow\APPS\Services\incidentmicroservice-17.0.479\conf\application.conf file, change the generic.api -> maxTimeout value to 120.  If it is already set to 120, please ignore this step.

5.  Restart the xFlow service

Note:  xFlow install path might differ based on the xFlow install location for the environment

Additional Information

Turning on logging for xFlow