Slow startup of Service Desk service when certain preload .mod files are present

Products

• CA IT Asset Manager
• CA Software Asset Manager (CA SAM)
• ASSET PORTFOLIO MGMT- SERVER
• 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

Description:

The existence of preload .mod files from previous versions of Service Desk can cause certain entire tables to be read into cache each time that the Service Desk service starts. The associated extra workload for the domsrvr process can be excessive and result in slow performance or a domsrvr crash.

When such preload .mod files exist, messages similar to the following are written to the stdlog:

sqlagt:select1 5476 SIGNIFICANT prov_base.c 960 SQL Query has finished (829295) rows for (domsrvr/). Clause (SELECT att_evt.id FROM att_evt) Input (<None>)

Mixed in with these messages may be the following message:

Can't connect to server 'domsrvr' - will retry in 30 seconds

This document describes how to eliminate the unnecessary workload.

Solution:

Certain preload .mod files are not relevant to versions of Service Desk beyond release 6.0. These should be removed as follows:

1. Access the $NX_ROOT\site\mods\majic directory.
   
   
2. If any of the following files exist in the directory, remove them:
   
   Asset_preload.mod
   Contact_preload.mod
   Events_Notif_preload.mod
   Reference_preload.mod
   
   
3. Recycle the Service Desk service.

Environment

Release:
Component: ARGIS