"Delayed Server Response" message when Saving Knowledge Document after Rework for one tenant

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

In a multi-tenanted system, for a specific tenant, when attempting to rework a knowledge document then save it, the system throws the "Delayed Server Response" message.  This works fine for documents under other tenants, but only occurs for documents under a specific tenant.

Environment

CA Service Desk Manager (ALL VERSIONS)

Cause

After reproducing the problem, you may see the following error in the logs:

 

06/02 12:41:43.05 SD-SERVER kt_daemon            6936 ERROR        Skeletons.c           2308 Cannot find Default KD Approval Process

06/02 12:41:43.05 SD-SERVER kt_daemon            6936 ERROR        Skeletons.c           2333 Did not find a Default KD Approval Process

 

This is caused by not having a knowledge document approval template set as the default for that specific affected tenant.

Resolution

To resolve this, go to the Administration Tab, then to Knowledge > Approval Process Manager > Approval Process Templates.

Look to see if there is an "X" in the "Default" column for any of the processes listed for that specific tenant.  If there is not, then you must set one of the approval process templates under that specific tenant, as the default by right-clicking on it, and selecting "Set as Default".

Then re-try reworking the document and saving it - it should now work successfully.

Additional Information

For more information about defining a Knowledge Document Approval Process Template, please see this section of the documentation:

https://docops.ca.com/ca-service-management/17-0/en/using/knowledge-management/setting-up-the-knowledge-management-system/define-a-document-approval-process