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Service Manager hangs when Incident is submitted

When an IM is opened and we click on SUBMIT Button, Service manager hangs and we need to end from task manager and again open SM.

 

Regards,

Shikha

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There could be number of reasons for the same.
Just try to look your recent changes and identify the root-cause.

You can run the RAD trace for the same and can check the RAD/application where it is stucking.
To do it open RAD raddebugger and run command "trace on" just before clicking on submit button then past the trace here.

hth,
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Hi Piku,

 

PFA the Trace

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but as per your trace your getting back to the SM screen successfully.
Can you tell whether your getting number generated or not.
Did you checked your recent changes ?

Also check your log files for the same.


hth,
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Do you have IR enabled? If so, check your Incident Profile and if the "find similar incidents" or "find similar problems" are enabled in the Incident Matching options try disabling that and logging back in to test. Also when debugging, try lowering the sqllimit parameter to 5 or 10 seconds and see if you capture any long running queries in the logs.
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Is the situation always the same or does it vary between Incident records?

 

In one system I have noticed that saving an incident will take much longer time if affected item has over 10 relations to other CI's.

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Trace logs captured in SM Thick Client, where as we are facing issue in web client.In web client it never gets submitted and damm slow to generate the Incident ID

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Hi,

Check health of your web server and if possible try to restart it.
check you catalinaout.log log file too during the issue.


hth,
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Catalina logs are freqquently cleaned up. PFA the Sm.log file, I tried to submit an IM using user name : palsx

Can anyone help  why only while raising IM , SM takes extremely long time ,hangs and IM never gets submitted.

 

Thanks

 

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