SCSM Console Update to 2016 - Active Work Items View Not Working Correctly (Cireson Portal)
Sam_Packer
Customer IT Monkey ✭
1.
No tickets created
in the SCSM console are coming into the Cireson Portal system.
2. Tickets in the “Active Work” view are not changing status. For example, they stay at “new” and never change to “submitted” or “in process”. If you go into one of these tickets, it says the correct status inside there. If you click “save” it will then reflect the current information.
I also had a few tickets in the Active Work view that I went into and the status was "completed". I clicked save, and then they were removed from the view (normal behavior when an SR is completed.
Has anyone seen this behavior? It seems that the view is not refreshing. I am not sure what to do about the SCSM console SR's not coming in either. Any help would be appreciated.
Best Answer
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Brad_McKenna
Customer Advanced IT Monkey ✭✭✭
If you have not already, I would restart the health service on at least the web server(s). This had resolved issues for us in the past for number 2.
Assuming there's no apparent issues/errors in either the WebConsole or CacheBuilder logs?
For number 1, if the logs are clear you could consider clearing/reloading the workitem table via the KB article on Cireson KB.5
Answers
Assuming there's no apparent issues/errors in either the WebConsole or CacheBuilder logs?
For number 1, if the logs are clear you could consider clearing/reloading the workitem table via the KB article on Cireson KB.
Could we perform the following before booking out your screenshare:
• DELETE DisplayString WHERE ElementID IN (SELECT EnumerationID FROM Enumeration WHERE CreatedBy = 'c6745a66-5ccc-4fbc-b1d8-ab9797cdea2d');
• DELETE Enumeration WHERE CreatedBy = 'c6745a66-5ccc-4fbc-b1d8-ab9797cdea2d';
• TRUNCATE TABLE ServiceOffering;
• TRUNCATE TABLE RequestOffering;
• TRUNCATE TABLE WorkItem;
• TRUNCATE TABLE LastModified;
And then restart the following services in this order, giving a bit of time in between each restart:
Microsoft Monitoring Agent
System Center Data Access Service
System Center Management Configuration
Cireson Cache Builder
Allow the Cache Builder to run completely, then check for performance.*Edit* I looked at the full cache builder log and there was an error because I had not assigned a group for the portal announcement managers. Once I assigned that, the cache builder started rebuilding everything.