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10161 Views 11 Replies Latest reply: Jun 3, 2009 7:24 AM by masterpetz RSS
Rookie 6 posts since
Nov 7, 2008

Has received 1 of 9 achievements.
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May 21, 2009 5:38 AM

Service Desk Console hanging

Hi

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 7.2.4.1590 and TPS version 7.2.4.1228

error1.JPG

error2.JPGerror3.JPGerror4.JPG

  • Lara Clark SupportEmployee 484 posts since
    Nov 3, 2008

    Has received 5 of 9 achievements.
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    1. May 21, 2009 6:26 AM (in response to jomcy)
    Re: Service Desk Console hanging

    Hi there,

     

    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.

     

    Thanks,

     

    Lara

  • afrogers Apprentice 143 posts since
    Jan 7, 2009

    Has received 1 of 9 achievements.
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    2. May 21, 2009 8:00 AM (in response to jomcy)
    Re: Service Desk Console hanging

    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.

  • masterpetz ITSMMVPGroup 387 posts since
    Feb 26, 2008

    Has received 7 of 9 achievements.
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    5. May 25, 2009 4:00 AM (in response to jomcy)
    Re: Service Desk Console hanging

    Hi,

     

    did you choose the right database?  I miss the selection in the dropdown left from "Execute" on the top of your screenshot.

     

    Best regards

    Christian

  • masterpetz ITSMMVPGroup 387 posts since
    Feb 26, 2008

    Has received 7 of 9 achievements.
    Currently Being Moderated
    7. May 25, 2009 5:09 AM (in response to jomcy)
    Re: Service Desk Console hanging

    Hi,

     

    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?

     

    Best regards

    Christian

  • masterpetz ITSMMVPGroup 387 posts since
    Feb 26, 2008

    Has received 7 of 9 achievements.
    Currently Being Moderated
    9. May 26, 2009 1:16 AM (in response to jomcy)
    Re: Service Desk Console hanging

    Hi,

     

    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.

     

    Best regards

    Christian

  • masterpetz ITSMMVPGroup 387 posts since
    Feb 26, 2008

    Has received 7 of 9 achievements.
    Currently Being Moderated
    11. Jun 3, 2009 7:24 AM (in response to jomcy)
    Re: Service Desk Console hanging

    Hi,

     

    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....

     

    Best regards

    Christian

     

    By the way, to get rid of the knowledge server errors, there is a document you can find here....

    http://community.landesk.com/support/docs/DOC-4056

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