IWe have nearly 20 users accessing the LANDesk service desk console in My Site and all of these user have been complaining that the console keeps hanging. It does not happen all at the same time. If we wait then after sometime it starts working but the minute some action is done the whole thing hangs again. The only option which we see in such case is to close the application and then reopen it. This happens even if you have only one ticket opened. we have checked dead lock on sql server when it happend we did not found any dead lock. server memory utilisation and processor utilisation are Normal. can any one hekp me
Server configuration Database server
HP G3 Server, Xeon 2.8 Dual core processor, 3GB RAM, Windows 2003 Standard server with SP2, SQL Server 2005
Memory utilization 2.66 GB, Processor utilization normal 15 % and max up to 60%
Application server and web server running on the same box
HP G4 server, Xeon 3.2 dual core processor, 4GB RAM, Windows 2003 standard server with SP2
Memory utilization 1.65 GB, Processor utilization normal 20 % and max up to 70%
Tuchpaper.console details Version 126.96.36.1990 and TPS version 188.8.131.528
Without a more specific description of the sort of actions your Analysts are performing with getting these errors it's difficult to give good advice. However, timeouts are often caused when Console is trying to load, save or update data that it doesn't need to; this can be caused by "bad" design. Take a look at Maximum request length exceeded to see if it helps you in any way. If not, please provide some more information about what your users are trying to do when their Consoles hang.
When we first went live with ITBM, we had very similar problems. Intially, it seemed as if the application was randomly crashing, however after a while it transpired that specific actions were causing the issue. I would try and pin down any patterns, for example when analysts perform particular functions. It could also relate to complicated escalations causing the system to overload itself. Our issue was a rogue escalation which was generated when a task launched when an incident went into "With Customer" status.
that means, there are no incident collections bound on the incident module. but i dont't think, thats the reason for your problem here. As Lara wrote, to find the origin of these error is really hard. Do you have any eventlog errormessages on your servicedesk server at the time, the error occurs?
i'm not sure, if this error message has something to do with the originally posted error message but it would be a good idea, to get the eventlog of the servicedesk server clean, before searchingon the clients or the IIS.
Anyway, there seems to be something wrong with your incident process. Is the second error message repeating over night too, where no one is working(automaticly generated)?
What the message told you is, that something tries to start the clock at the closed status but the action is not available on the closed status. Do you have some escalations running? Maybe its helpful to see a screenshot from your process.
did you change something at 03:51.40 because thats when the "touchpaper services" error messages stop?
Do you have the autoclose process running? Maybe there is a misconfiguration. Its a bit like searching a needle in the haystack without knowing your environment. Have you raised an incident with the landesk support? Would be a good idea too....
By the way, to get rid of the knowledge server errors, there is a document you can find here....