11 Replies Latest reply: Jun 3, 2009 7:24 AM by masterpetz RSS

    Service Desk Console hanging

    Rookie

      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

        • 1. Re: Service Desk Console hanging
          Lara Hellman SupportEmployee

          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

          • 2. Re: Service Desk Console hanging
            afrogers Apprentice

            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.

            • 3. Re: Service Desk Console hanging
              Rookie

              Hi,

              I have tried all above option and still it behaving same.Can you please tell me what are the information I need to submit

              Thanks for the support

              • 4. Re: Service Desk Console hanging
                Rookie

                error000.JPG

                I ran that SQl query and found error

                Msg 208, Level 16, State 1, Line 4

                Invalid object name 'md_class_type'.

                • 5. Re: Service Desk Console hanging
                  masterpetz ITSMMVPGroup

                  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

                  • 6. Re: Service Desk Console hanging
                    Rookie

                     

                    I choose the right database and it works but result show zero objects. is it mean there is no unwanted objects?error001.JPG

                    thanks

                    Varughese George(jomcy)

                    • 7. Re: Service Desk Console hanging
                      masterpetz ITSMMVPGroup

                      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

                      • 8. Re: Service Desk Console hanging
                        Rookie

                        Hi,

                        I sow two-error massage on server’s event.  The first error massage shows only onces and second one keep repeating. MKM Endusers.xls that was an excel file which we had used for exporting end user list

                        error4.JPG

                        error5.JPG

                        Thanks and Regards

                        Varughese George (Jomcy)

                        Network Engineer. MKM IT

                        • 9. Re: Service Desk Console hanging
                          masterpetz ITSMMVPGroup

                          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

                          • 10. Re: Service Desk Console hanging
                            Rookie

                            Hi Christian,

                             

                            i am attacking my Event log on this post, Can you please have a look this

                             

                            Regards,

                            Varughese George (Jomcy)

                            • 11. Re: Service Desk Console hanging
                              masterpetz ITSMMVPGroup

                              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