Support Automation Java Heap/Memory Information

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

Summary:

In Support Automation environments that have a high user load you may run into an instance of Java running out of memory. An error may be seen in the pdm_tomcat_sa.log:

java.lang.OutOfMemoryError: Java heap space

This document provides some information and best practices related to helping to prevent this from occurring.

 

Instructions:

1. Determine the general usage of Support Automation in the environment. One method to obtain this information is to review the Support Automation Diagnostics page. You can access the Diagnostics page by going to a url like:
   
   http://URL:8070/SupportAutomation/jsp/diagnostics/default.jsp
   *Note: Adjust "URL" to your Support Automation url, and adjust the port if needed.
   
   On this page you you can see how many Agents and Customers are currently connected, and their connection type.  There is also an icon on the page "Run Garbage Collector" which can be used to clear used memory that is not allocated, which will help to free resources.
   
   
2. The tomcat heap memory can also be increased. Information on how to do this can be found in this technical document:
   
   TEC604805
   How to increase the tomcat heap memory for Support Automation
   
   
3. You may want to consider adding Support Automation proxy servers to act as a secondary Support Automation server. This additional server (or servers) can be used to balance the load of the environment.

 

Environment

Release: SDMU0M99000-14.1-Service Desk Manager-Full License
Component: