Events in the Portal UI are not displaying or are missing when filtering by certain groups

Products

• Network Observability
• CA Performance Management

Issue/Introduction

The following messages are seen within the EMService.log

 

com.ca.im.portal.em.util.PollCycleTask                           
      | Unable to successfully retrieve inventory from CAPC

 

com.ca.im.portal.em.inv.NPCInventoryPoller                       
      | DM inventory thread exception: InventoryTimeoutException:null

Cause

The Event Manager service is failing to update the device inventory that it needs when calling on the Device Manager service

Resolution

Allow the Event Manager some additional time before reaching its timeout through issuing the following call, increasing the timeout from the base of 20 minutes, to 60 minutes:

1. Login to MySQL on the Portal:

mysql -uroot -p 

2. Run the below call to increase the timeout involved in this call from its base default:

REPLACE INTO em.general (attribute, value) VALUES ('InventoryWS.Timeout', '3600000');

3. Restart both the DM and EM services

Note: This will also trigger a FULL Event Manager sync, which may take some time to fully process.  It will not be until after this is complete that you can evaluate if the inventory pull is complete.