SCAuto not working correctly

Hi All, I have OMW -9.0 integrated with SM 9.20 via SCAuto 1.5.0 . I am facing issues while Auto call log and Auto -closer for the same. Alerts are getting input in OMW active browser but NO IM ticket getting logged in SM. Please can any one help me to get it resolved??
  • Just some basic questions:

    1.  I assume SM is up and running?

    2.  Is the scauto listener process running on the SM server?

    3.  Is OMW configured to point at the scauto listener?

      Assuming the above is all yes"

    a.  I assume OMW creates records in the Event In table.  do you see these records sitting there?  If not, it may be asynchronous and in that case, have you tried debugging the scauto listener process to see what the log says?

  • Hi All necessary services and background processes are UP and running fine. Alerts are present in OMW Active browser but no events observed in EVENT IN and EVENT OUT.
  • Addition to above point SCAuto services are in running state but no AUTO-Call -log and closer functioning. Please find below details from scito.log file - 07/05/2017 17:04:40 pid (5268)(972) scevmonfromsm: Kill signal received or stop event recognized. Terminating. 07/05/2017 17:04:40 pid (5268)(972) Close scevents database 07/05/2017 17:04:40 pid (5268)(972) scevmonfromsm: Shutdown 07/05/2017 17:04:40 pid (8372)(10544) scomwsrv: Retry limit of 3 reached. Service will terminate 07/05/2017 17:04:40 pid (8372)(10544) =================== SCAuto for OMW shutdown =================== 07/05/2017 17:04:40 pid (11644)(11360) stmt_str: pRµM 07/05/2017 17:04:40 pid (11644)(11360) Delete statement: (null) 07/05/2017 17:04:40 pid (11644)(11360) scevmontosm: Event pmo: 635 is deleted. 07/05/2017 17:04:40 pid (11644)(11360) scevmontosm: Kill signal received or stop event recognized. Terminating. 07/05/2017 17:04:40 pid (11644)(11360) Close scevents database 07/05/2017 17:04:40 pid (11644)(11360) scevmontosm: Shutdown
  • I'm not sure what I'm looking at in your log.  It appears all your Events might have been deleted:

    07/05/2017 17:04:40 pid (11644)(11360) scevmontosm: Event pmo: 635 is deleted.

    Do you have any other integrations that use Event Services?

    One idea is to count how many EventIn records you currently have, then do a stop of your SCAutolistener, clear out the log, restart the listener,  run the OMW integration and see if any new EventIn records were added.

     

  • We have below integration only - NNM -OMW -SCAuto -SM performed the same steps as suggested in previous post. Stop listener >> Clear eventin >> start listener >> start SCAuto. Only sinle eventin pmo entry observed in evntin table. Please find the attached log from scauto before change and after change. One more observation in OMW task manger that scauto process getting multiplied many times . find the snap for the same in attachment.
  • I can't download the jpg/rar file.

    I don't think the multiple processes is a bad thing.

    It sounds like we're making good progress.  What does the EventIn record look like? Can you attach a screenshot?

    In SM, do you know if the "event" background process is running?

  • extract the rar file with help of winrar .
    even background process is running in sm.
    events are getting input in eventin but no reflection of IM No. on OMW console active window.
  • I can't even download the jpg/rar because my browser is trying to display it rather than download it. 

    Can you screenshot what the EventIn record looks like?

  • Can you make it a zip rather than a rar file?