CAUAJM_E_61013 Help desk request failed due to time out

Products

• Autosys Workload Automation

Issue/Introduction

AutoSys Workload Automation help desk integration is failing with timeout errors. The event_demon log shows the following error sequence:
 
[04/20/2026 00:31:11] CAUAJM_E_61013 Help desk request failed. Detail information <Operation timed out after 60002 milliseconds with 0 bytes received>.
[04/20/2026 00:31:13] CAUAJM_E_61013 Help desk request failed. Detail information <Operation timed out after 60001 milliseconds with 0 bytes received>.

The request consistently times out after 60000 milliseconds (1 minute), preventing successful ticket creation in the help desk system (e.g., ServiceNow).

Environment

Product: AutoSys Workload Automation
Version: 12.x, 24.x
Component: Application Server / Scheduler (event_demon)
Integration: Help Desk / ServiceNow

Cause

The helpdesk_recv_timeout parameter defines the maximum time the AutoSys scheduler waits for a response from the help desk system. By default, this value is set to 60000 milliseconds (60 seconds). If the help desk system or the network path takes longer than 60 seconds to respond, the request is aborted with error CAUAJM_E_61013.

Resolution

To resolve this issue, increase the timeout value in the help desk configuration file.

1. Navigate to the AutoSys instance directory:
   • Linux: /opt/CA/WorkloadAutomationAE/autouser.$AUTOSERV
   • Windows: %AUTOROOT%\autouser.%AUTOSERV%
2. Open the helpdesk.$AUTOSERV configuration file in a text editor.
3. Add or modify the helpdesk_recv_timeout parameter.
   Set the value in milliseconds (e.g., 120000 for 2 minutes).text 
   helpdesk_recv_timeout=120000
4. Save the file.
5. Perform the following on the AutoSys Scheduler service to apply the changes.
   
   • Linux: Send a SIGHUP to the event_demon process:
     kill -HUP <pid>
   • Windows: Use the AutoSys Administrator GUI to Pause and Resume the Scheduler service.
     
     Reference: Pause and Resume a Service in the documentation for additional details.
6. Monitor the event_demon log to ensure the new configuration is loaded and the timeout errors cease.

If timeout errors persist, engage your network team for further troubleshooting.

Additional Information

Configure Optional Parameters in the Help Desk Configuration File