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JamieIngram Absent Member.
Absent Member.
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SM9.34.4001 - Issue with the Linker process

We have a couple of issues with the Linker process in our system and I was wondering if anyone else has seen these issues and has any suggeastions on how to possibly resolve them...

1. Linker is unable to keep up with the number of schedule records created for it to process during out core business hours. There are around 150-170 schedule records created each minute for linker to process (mostly interoperability records) and linker cannot process this many in a minute so it falls behind.

By 2pm on a business day linker is more than 2 hours behind which means that users start noticing that interactions that should be related to incidents etc, are not...

2. Linker is sometimes updating tickets with unrelated updates from (presumably) other tickets that are not related to this ticket in any way. This happens infrequently but may be related to the item above?

As a workaround we tried running a second processor called "linker2" and updated 1000's of schedule records to be processed by linker to to alleviate the backlog but this caused problems when processing updates for ticket originating from SRC... It seems there is some code in places that is expecting these records to be processed by "linker" and no other. 

We also tried running mutiple linker processors but this did not help as they kept conflicting with each other and the end result was no faster.

Any Suggestions or Advice would be appreciated!

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3 Replies
Micro Focus Expert
Micro Focus Expert

Re: SM9.34.4001 - Issue with the Linker process

Hello Jamie,

It seems your linker process has two issues, performance and unexpected update.

1. linker's performance issue
 -> It might be from heavy workload, long sql query, any locking issue.
 -> in order to clarify issue, need to investigate sm debug log when reproducing issue.
 
2. linker's unexpected behavior, updating wrong ticket
 -> in order to clarify issue, need to investigate sm debug log when reproducing issue.
 -> for mulitple linker process, please refer to this document,
    "how to launch multiple background process"
    https://softwaresupport.hp.com/km/KM00911374

I would like to suggest gathering this information and open a new support case, https://softwaresupport.hp.com/group/softwaresupport/home?lang=en&cc=kr&hpappid=hppcf
 - sm.ini
 - sm.cfg
 - gather linker's debug log
   a) stop linker process in 'system status' menu of SM win/web client
   b) start linker process in command prompt
     > goto RUN folder
     > execute this command in order to launch linker process as debug mode
      sm -bg scheduler linker 60 4 -RTM:3 -debugdbquery:999 -numberoflogfiles:7 -maxlogsize:50000000 -log:..\logs\linker.log      
   c) reproduce issue
   d) gather linker.log
   e) include details of issue : actual/expected behaviors    


Regards,
Support Engineer

Thank you for using the HPE Community. If you find that this or any post resolves your issue, please be sure to mark it as an "accept as solution".

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Micro Focus Expert
Micro Focus Expert

Re: SM9.34.4001 - Issue with the Linker process

You could try the suggestion of reducing the linker interval time as mentioned here. https://softwaresupport.hp.com/group/softwaresupport/search-result/-/facetsearch/document/KM995202

Multiple problems processor are fine but multiple linkers has been known to get confused trying to update the same schedule records.

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Micro Focus Expert
Micro Focus Expert

Re: SM9.34.4001 - Issue with the Linker process

Please refer to this KM, https://softwaresupport.hp.com/km/KM00911374

it is about launching multiple background processes wihtout locking issue of schedule record

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