Martin_Griffiths
Customer IT Monkey ✭
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Answers
I would need to have a look at your log files:
Is it possible for you to create a ticket providing your webconsole log file as well as the cahcebuilder log file. My colleague and I experienced the same issue yesterday doing some testing in our labs and we are still troubleshooting the issue.
The more detail you provide the better we can assist you.
Thank you,
Merle
Ah sorry...thought someone may have seen it before. We may well have support on it so I'll check that out
Yes sure. I'm not the person that set this up at our end. What would the name of the cache builder log file be please?
\inetpub\CiresonPortal\Logs\WebConsole.log
\inetpub\CiresonPortal\bin\Logs\CacheBuilder.log
I have come accross this often. Two main reasons that this occures
1. The Managment servers are out of Sync
2. The Cachebuilder connection to the SQL server dropped.
How to determine
1. Check the console on the portal server, to see if the work item is there.
If it is proceed to 2. If not perform the SCSM Cache builder clean procedures.
2. Check the cachebuilder log in the recent time see if there is a line
\inetpub\CiresonPortal\bin\Logs\CacheBuilder.log
ERROR [WORK]: Unable to sync WorkItemCommand, the operation failed, but will be tried again in 54156ms. Please review the log for errors, then correct them and restart the cachebuilder service if needed.
If true restart the cachebuilder service.
Another tool I use to verify if it is a permission issue
Check for workitem directly in the sql table
When you look at a grid of work items in the Cireson Portal, that is pulling the data from the ServiceManagement 'cache' Database. However, when you open one up, that pulls the data from the main ServiceManager database (as not all data is in the cache). So, if it was missing from grids, but visible in SCSM Console, I would agree - a problem with the cachebuilder. However, its the other way around. If its showing in a grid, in order to click on and get that error, that it must exist in the ServiceManagement Database.
It seems more likely to be a permissions thing.
Either that, or just reboot it, that always fixes everything
Hopefully you get it sorted quickly with Cireson Support @Martin_Griffiths and please post the solution here once fixed.
Geoff