Running CA Scheduler, with CA Service Desk interface active, from time to time we can get messages looking like: CACM958I SERVICE DESK REQUEST BYPASSED; PREVIOUS REQUEST nnnnnnn
Article ID: 7412
Updated On:
Products
Issue/Introduction
Running CA Scheduler, with CA Service Desk interface active, from time to time we can get messages looking like:
CACM958I SERVICE DESK REQUEST BYPASSED; PREVIOUS REQUEST nnnnnnn
and no request is opened in Service Desk for the involved job, even if it was requested by the interface setup. The number ‘nnnnnnn’ usually is an old SD request number no longer valid, as referencing an old occurrence of this job already managed in the past.
How to reset the situation and have Ca Scheduler resuming this functionality for the involved job/schedule?
Environment
Cause
In the CA Scheduler 11.0 SP02 Message Guide we provide the following error description:
CACM958I SERVICE DESK REQUEST BYPASSED; PREVIOUS REQUEST nnnnnnn
Reason: A job or schedule event matched a Service Desk rule, but no Service Desk
Request was submitted to CA Service Desk because a previous request was submitted for
the same job or schedule. The 1- to 32-character number of the previous Service Desk
request is listed.
Action: None. We recommend that you review the job or schedule and the previous
Service Desk request.
When the problem occurs, the request ‘nnnnnnn’ referenced into the message is usually an old one already managed in the past and no longer active but it prevents a new request for the same jobname from being opened to track a new problem on this same jobname.
Resolution
CA Scheduler can open requests (issues) in CA Service Desk when certain events occur in schedules and jobs tracked by CA Scheduler. For example, if a payroll job abends, a Service Desk rule can automatically open a request to track the problem. Additionally, threshold rules can generate Service Desk requests, and optionally emails, when user-specified levels are reached for several CA Scheduler counters and statistics.
In Ca Scheduler 11.0 Interface Guide chapter 2, we provide details about this interface.
When message CACM958I is got, the request is not opened in Service Desk, even if the involved jobname occurrence is correctly tracked by CA Scheduler. This can occur because the involved jobname has been in the active workload since long time (at least since the old Service Desk ticked referenced into the message was opened) and in this case, the same Service Desk number is used by Ca Scheduler.
To resume again this functionality for the involved jobname, the Service Desk request number should be replaced with blanks in the JTR (job in the active workload) so that, the next time it has problem with the job, CA Scheduler will create a new SD issue number and store that number in that field.
If the job still needs to remain in the active workload after it successfully runs, then you will need to blank the Service Desk request number again so it can create a new number if it fails again. Or, the job can be purged and added again to the active workload so that the new copy will have blanks in Service Desk request number field. The next time it fails, a new Service Desk request will be created.
If, after these suggestions, the message occurs again, please open a Case with CA Support.
Feedback
