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Norita Super Contributor.
Super Contributor.
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SM 9.34 session ends when selecting the imTask inbox queue

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Hello, I have an issue when selecting the imTask inbox queue.  I'm logged in with system administrator, and when I select the imTask queue, the session ends.

The msglog records this related messages :

application error : Error irrecuperable en la aplicación: scm.advanced en panel display.queue.1

application error : Error irrecuperable en la aplicación: us.get.qbe.format en panel select.name.g

login processing : Terminación de la aplicación de conexión debido a errores. Consulte otros mensajes.

In Document Engine : Objects :  file.name="imTask"  then in the Queue Management folder there is  the "default view management" (Gestionar vista predeterminada) with scm.inbox="nullsub(jscall("security.getRights","Incident Tasks","initial.inbox"),"All Open Incident Tasks Assigned to Me")"

¿May be there is something wrong there? Please any suggestion will be appreciated. 

Best Regards.

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Norita Super Contributor.
Super Contributor.

Re: SM 9.34 session ends when selecting the imTask inbox queue

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Thank you Mike.  I've just open a support case to solve this issue.

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Micro Focus Expert
Micro Focus Expert

Re: SM 9.34 session ends when selecting the imTask inbox queue

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Can you do the following?

1. Edit the sm.ini and add the following two parameters:

RTM:3
debugdbquery:999

2. Save

3. Login to Service Manager and stop

4. Go to the sm.log and clear it our so it's empty

5. Save the empty sm.log

6. Go back to Service Manager and generate the problem

7. Go to the sm.log and attach it this forum post

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Norita Super Contributor.
Super Contributor.

Re: SM 9.34 session ends when selecting the imTask inbox queue

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Brett,   I can do these one ¿is similar to the one you've wrote? :

  1. First, ensure SM is running
  2. Go to the Windows command line.

              2.1  cd C:\

             2.2   cd ProgramFiles\HP\Service Manager 9.21\Server\Run

Write this command

ProgramFiles\HP\Service Manager 9.21\Server\Run>sm -httpPort:1234 -RTM:3 -debugdbquery:999 -debughttp:1 –log:trace.txt

 

  1. Hit on enter.
  2. Login to the Service Manager with port number 1234 
  3. Follow the steps that generate the problem
  4. Then go to the SM run directory and look for a file called trace.txt
  5. End the command with Ctrl+C

Thanks.

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Micro Focus Expert
Micro Focus Expert

Re: SM 9.34 session ends when selecting the imTask inbox queue

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Correct. Those steps will also work. 

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Norita Super Contributor.
Super Contributor.

Re: SM 9.34 session ends when selecting the imTask inbox queue

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I was unable to attach the trace.  I got a message that says that I can only attach jpg, gif and png files.  I have searched the  W573202  text in the trace file  because that is the user that made the trace (I hope this helps) :

9576( 9136) 10/06/2016 16:57:41 RTE I Command line: sm -httpPort:1234 -RTM:3 -debugdbquery:999 -debughttp:1 -log:traceA1.txt
9576( 9136) 10/06/2016 16:57:41 RTE I Process sm 9.34.2003 (P2) System: 1234 (0x61E13C00) on PC (x64 64-bit) running Windows Server 2008 R2 Enterprise SP1 (6.1 Build 7601) Timezone GMT-03:00 from PWIN0705
9576( 9136) 10/06/2016 16:57:41 RTE I Process attaching to resources with key 0x61E13C00
9576( 9136) 10/06/2016 16:57:42 RTE E Error 1300 in call ntprocSetPrivilege - SeDebugPrivilege - Not all privileges or groups referenced are assigned to the caller.
9576( 9136) 10/06/2016 16:57:42 RTE E Error 1300 in call ntprocSetPrivilege - SeDebugPrivilege - Not all privileges or groups referenced are assigned to the caller.
9576( 9136) 10/06/2016 16:57:42 RTE I JVM successfully created
9576( 9136) 10/06/2016 16:57:43 JRTE I Java version: 1.7.0_60
9576( 4372) 10/06/2016 16:57:43 JRTE I Starting Memory Monitoring thread to check for memory every 15 seconds.
9576( 4372) 10/06/2016 16:57:43 RTE I Using "utalloc" memory manager, mode [0]

a lot of lines above :

( 6448) 10/06/2016 17:00:42 RTE D (0x1036D2C0) DBACCESS - Cache Find against file dataaccess found 1 NULL record (db.table="probsummary" and userrole="W573202" and is.operator=true)
Line 164985: 9576( 6448) 10/06/2016 17:00:42 RTE D DBQUERY^F^inbox(oracle10)^3^0.000000^ ^20^0.547000^"inbox.type="probsummary" and (inbox.class="classList" or inbox.class="classView") and (operator.name="W573202" or operator.name="%NONE%" and (audience.type="everyone" or audience.type="groups" and groups isin {"Basic", "Intermediate", "Advanced", "W573202"} or audience.type="role" and role="system administrator"))"^ ^0.000000^0.000000 ( [ 2] build.list select )
Line 164985: 9576( 6448) 10/06/2016 17:00:42 RTE D DBQUERY^F^inbox(oracle10)^3^0.000000^ ^20^0.547000^"inbox.type="probsummary" and (inbox.class="classList" or inbox.class="classView") and (operator.name="W573202" or operator.name="%NONE%" and (audience.type="everyone" or audience.type="groups" and groups isin {"Basic", "Intermediate", "Advanced", "W573202"} or audience.type="role" and role="system administrator"))"^ ^0.000000^0.000000 ( [ 2] build.list select )
Line 164986: 9576( 6448) 10/06/2016 17:00:42 RTE D Full Query inbox.type="probsummary" and (inbox.class="classList" or inbox.class="classView") and (operator.name="W573202" or operator.name="%NONE%" and (audience.type="everyone" or audience.type="groups" and groups isin {"Basic", "Intermediate", "Advanced", "W573202"
Line 164986: 9576( 6448) 10/06/2016 17:00:42 RTE D Full Query inbox.type="probsummary" and (inbox.class="classList" or inbox.class="classView") and (operator.name="W573202" or operator.name="%NONE%" and (audience.type="everyone" or audience.type="groups" and groups isin {"Basic", "Intermediate", "Advanced", "W573202"
Line 178875: 9576( 6448) 10/06/2016 17:01:17 RTE D (0x1036D2C0) DBACCESS - Cache Find against file dataaccess found 1 NULL record (db.table="probsummary" and userrole="W573202" and is.operator=true)
Line 178986: 9576( 6448) 10/06/2016 17:01:18 RTE D DBQUERY^F^inbox(oracle10)^3^0.000000^ ^20^0.844000^"inbox.type="probsummary" and (inbox.class="classList" or inbox.class="classView") and (operator.name="W573202" or operator.name="%NONE%" and (audience.type="everyone" or audience.type="groups" and groups isin {"Basic", "Intermediate", "Advanced", "W573202"} or audience.type="role" and role="system administrator"))"^ ^0.000000^0.000000 ( [ 3] build.list select )
Line 178986: 9576( 6448) 10/06/2016 17:01:18 RTE D DBQUERY^F^inbox(oracle10)^3^0.000000^ ^20^0.844000^"inbox.type="probsummary" and (inbox.class="classList" or inbox.class="classView") and (operator.name="W573202" or operator.name="%NONE%" and (audience.type="everyone" or audience.type="groups" and groups isin {"Basic", "Intermediate", "Advanced", "W573202"} or audience.type="role" and role="system administrator"))"^ ^0.000000^0.000000 ( [ 3] build.list select )
Line 178987: 9576( 6448) 10/06/2016 17:01:18 RTE D Full Query inbox.type="probsummary" and (inbox.class="classList" or inbox.class="classView") and (operator.name="W573202" or operator.name="%NONE%" and (audience.type="everyone" or audience.type="groups" and groups isin {"Basic", "Intermediate", "Advanced", "W573202"
Line 178987: 9576( 6448) 10/06/2016 17:01:18 RTE D Full Query inbox.type="probsummary" and (inbox.class="classList" or inbox.class="classView") and (operator.name="W573202" or operator.name="%NONE%" and (audience.type="everyone" or audience.type="groups" and groups isin {"Basic", "Intermediate", "Advanced", "W573202"
Line 185339: 9576( 6448) 10/06/2016 17:01:22 RTE D (0x29742B40) DBACCESS - Cache Find against file inboxgrid found 1 NULL record (operator="W573202")
Line 185370: 9576( 6448) 10/06/2016 17:01:22 RTE D (0x1036D2C0) DBACCESS - Cache Find against file dataaccess found 1 NULL record (db.table="probsummary" and userrole="W573202" and is.operator=true)
Line 185442: 9576( 6448) 10/06/2016 17:01:22 RTE D DBFIND^F^ViewDefault(oracle10)^1^0.000000^ ^0^0.016000^"name="W573202""^ ^0.000000^0.000000 ( [ 4] se.get.record get.record )
Line 185612: 9576( 6448) 10/06/2016 17:01:23 RTE D DBQUERY^F^inbox(oracle10)^0^0.000000^ ^20^0.343000^"inbox.type="probsummary" and (inbox.class="classList" or inbox.class="classView") and (operator.name="W573202" or operator.name="%NONE%" and (audience.type="everyone" or audience.type="groups" and groups isin {"Basic", "Intermediate", "Advanced", "W573202"} or audience.type="role" and role="system administrator"))"^{"inbox.name"}^0.000000^0.000000 ( [ 4] build.list select )
Line 185612: 9576( 6448) 10/06/2016 17:01:23 RTE D DBQUERY^F^inbox(oracle10)^0^0.000000^ ^20^0.343000^"inbox.type="probsummary" and (inbox.class="classList" or inbox.class="classView") and (operator.name="W573202" or operator.name="%NONE%" and (audience.type="everyone" or audience.type="groups" and groups isin {"Basic", "Intermediate", "Advanced", "W573202"} or audience.type="role" and role="system administrator"))"^{"inbox.name"}^0.000000^0.000000 ( [ 4] build.list select )
Line 185613: 9576( 6448) 10/06/2016 17:01:23 RTE D Full Query inbox.type="probsummary" and (inbox.class="classList" or inbox.class="classView") and (operator.name="W573202" or operator.name="%NONE%" and (audience.type="everyone" or audience.type="groups" and groups isin {"Basic", "Intermediate", "Advanced", "W573202"
Line 185613: 9576( 6448) 10/06/2016 17:01:23 RTE D Full Query inbox.type="probsummary" and (inbox.class="classList" or inbox.class="classView") and (operator.name="W573202" or operator.name="%NONE%" and (audience.type="everyone" or audience.type="groups" and groups isin {"Basic", "Intermediate", "Advanced", "W573202"
Line 185779: 9576( 6448) 10/06/2016 17:01:23 RTE D DBQUERY^F^inbox(oracle10)^3^0.000000^ ^0^0.000000^"inbox.type="probsummary" and (inbox.class="classList" or inbox.class="classView") and operator.name="W573202" and inbox.name="All Open Incidents""^ ^0.000000^0.000000 ( [ 4] apm.get.inbox.by.name select.personal )
Line 185783: 9576( 6448) 10/06/2016 17:01:23 RTE D DBQUERY^F^inbox(oracle10)^3^0.000000^ ^0^0.000000^"inbox.type="probsummary" and (inbox.class="classList" or inbox.class="classView") and (operator.name="W573202" or audience.type="everyone" or audience.type="groups" and groups isin {"Basic", "Intermediate", "Advanced", "W573202"} or audience.type="role" and role="system administrator") and inbox.name="All Open Incidents""^ ^0.000000^0.000000 ( [ 4] apm.get.inbox.by.name select )
Line 185783: 9576( 6448) 10/06/2016 17:01:23 RTE D DBQUERY^F^inbox(oracle10)^3^0.000000^ ^0^0.000000^"inbox.type="probsummary" and (inbox.class="classList" or inbox.class="classView") and (operator.name="W573202" or audience.type="everyone" or audience.type="groups" and groups isin {"Basic", "Intermediate", "Advanced", "W573202"} or audience.type="role" and role="system administrator") and inbox.name="All Open Incidents""^ ^0.000000^0.000000 ( [ 4] apm.get.inbox.by.name select )
Line 185784: 9576( 6448) 10/06/2016 17:01:23 RTE D Full Query inbox.type="probsummary" and (inbox.class="classList" or inbox.class="classView") and (operator.name="W573202" or audience.type="everyone" or audience.type="groups" and groups isin {"Basic", "Intermediate", "Advanced", "W573202"} or audience.type="role" an
Line 185784: 9576( 6448) 10/06/2016 17:01:23 RTE D Full Query inbox.type="probsummary" and (inbox.class="classList" or inbox.class="classView") and (operator.name="W573202" or audience.type="everyone" or audience.type="groups" and groups isin {"Basic", "Intermediate", "Advanced", "W573202"} or audience.type="role" an
Line 185890: 9576( 6448) 10/06/2016 17:01:23 RTE D (0x294414A8) DBACCESS - Cache Find against file usergrid found 1 NULL record (name="sc.manage.problem.g" and operator="W573202" and gridname=NULL)
Line 195412: 9576( 6448) 10/06/2016 17:01:38 RTE I User W573202 has logged out and freed a Floating license ( 159 out of a maximum 276 )

 

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Micro Focus Expert
Micro Focus Expert

Re: SM 9.34 session ends when selecting the imTask inbox queue

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If you are unable to attach the trace, it may be best to open a support case for the trace analysis.

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Norita Super Contributor.
Super Contributor.

Re: SM 9.34 session ends when selecting the imTask inbox queue

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Thank you Mike.  I've just open a support case to solve this issue.

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Trusted Contributor..

Re: SM 9.34 session ends when selecting the imTask inbox queue

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can you please share the solution shared by support team

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