Hi,
There can be multiple ways to troubleshoot it
1. Enable AeTrace logging, to determine what work it is performing
when it stops. If it is processing an entry from the Application Pending
form, you can export that entry to an ARX file, then delete it, and
determine if it was just one record which was causing the problem
AE-Trace: ON
AE-Trace-File: /<path>/AeTrace.log
AE-Log-File: /<path>/ae.log
AE-Log: ON
Note: These log quickly grow large which will impact AR
Server performance
2. Check whether the Dispatcher process is running. The server process
is named apsvcdsp, and should be run from armonitor. Enable the dispatch
logging by adding a line to ar.cfg/ar.conf:
Dispatch-Log-File: <path>/dispatch.log and run the Dispatcher manually.
Also, there is one Known Assignment Engine Defect
SW00318890 - "Assignment Engine crashes if there are records in Application
Pending that use an Inactive Process"
Workaround: Leave all "out of the box" ITSM 7.x Assignment Engine Processes
as Active from Assignment Engine Administration. If you want to turn off
automatic individual assignment, then use the Application Administration
Console to configure the various applications to NOT use the Assignment
Engine Integration (i.e. set it to "No").
HTH
--
Regards,
Yogini
Vyom Labs Pvt. Ltd.
BSM Solutions & Services || ITIL Consulting & Training
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From: Action Request System discussion list(ARSList)
[mailto:arslist@ARSLIST.ORG] On Behalf Of Dheeraj Kumar
Sent: Wednesday, August 01, 2012 5:48 PM
To: arslist@ARSLIST.ORG
Subject: Timeout in Remedy - ARS 7.1
**
Hi List,
Looking for suggestions on how to get to the root of Timeout issues.
Of late we have been observing regular ARS hangs.
arerror log only says Dispatch,BRIE,Assignment engine timeouts(ARERR 93).
Further the ARMonitor log has the below entry each time the issue occurs.
Wed Aug 1 04:33:37 2012 (ARNOTE 0)
Wed Aug 1 04:33:37 2012 ARMonitor child process (pid:23119) died with
65280.
./apsvcae.sh
Does above entry in ARMonitor log suggest something wrong with assignment
engine?
When we manually restart the arservice, it works well and after a month or
so the issue occurs again.
Any suggestions on how we can debug? We don't have any server side logging
enabled as issue occurs randomly- once in a month or 45 days.
Server details : Server group of 3 servers(Solaris os), ARS 7.1 Patch 9 and
ITSM 6.3.
Regards,
Dheeraj
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