CA Service Desk Manager (CA SDM) CMDB Visualizer graph fails to open with GEL10002 error

Products

• 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

Environment

CA Service Desk Manager (CA SDM) 14.1.x / 17.1.x

CMDB Visualizer

Windows, Linux and AIX

All supported CA Service Desk web browsers

Resolution

Using a text editor, make the following changes on all the servers within the CA Service Desk environment:

1. NX.ENV

Change

@NX_JAVA_OPTIONS_VIZ=-Djava.net.preferIPv4Stack=false -Xms64M -Xmx1024M

To

@NX_JAVA_OPTIONS_VIZ=-Djava.net.preferIPv4Stack=false -Xms64M -Xmx1024M -Djava.util.Arrays.useLegacyMergeSort=true

2. NX_ROOT\bopcfg\www\CATALINA_BASE_VIZ\webapps\CMDBVisualizer\WEB-INF\classes\com\ca\cmdbvisualizer\config\cmdbvisualizerconfig.properties

Change

SQL_QUERY_TIMEOUT=30

TO

SQL_QUERY_TIMEOUT=60

A recycle of the CA Service Desk service is required for these changes to take effect.