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Service Desk Inbound e-mail. New call works, but cannot update existing call

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Justin Trant
Super Contributor.

Service Desk Inbound e-mail. New call works, but cannot update existing call

Hi,

We are in the process of setting up inbound e-mails in Service Desk. We can create a new Service Call successfully, but when we attempt to update an existing call we get the following error in the log files:

JDBC error 2291: ORA-02291: integrity constraint (SDESK.SES_SVI_OID_FK) violated - parent key not found
, SQL state: 23000 for query: INSERT INTO rep_sessions
( ses_oid
,ses_markedforremoval
,ses_svi_oid
,ses_client_ipport
,ses_server_ipport
,ses_client_ipaddress
,ses_isconcurrent
,ses_threadname
,ses_server_ipaddress
,ses_acc_oid
,ses_created
,ses_lockseq
) VALUES ( ?
,?
,?
,?
,?
,NULL
,0
,?
,?
,?
,TO_DATE(?,'YYYY/MM/DD HH24:MI:SS')
,?)
Values:
1681776562
0
281489486824201
0
30999
ITP-Thread7
vmsdesk
281478478038240
2007/4/17 10:37:22
1

The user receives an e-mail stating that the given ID was not found. One other item in the log files that looks suspicious is the following entry:

Tue, 17/04/2007 12:59:32 Running in single server mode.
Tue, 17/04/2007 13:01:32 Cannot find local server in serverlist. Adding local server to serverlist.
Tue, 17/04/2007 13:01:32 Running in single server mode.

The above error appears quite a lot in the log files recently. Could this be an issue with the server set-up in the Server Settings Editor? We copied the data over to this test environment (test db, exchange server and app server) from our live environment. Maybe this could be the source of the problem, as suggested in other threads regarding the 'rep_sessions' table?

Thanks in advance for your help.
Justin.

4 REPLIES
Jonathon Druce
Acclaimed Contributor.
Solution

Re: Service Desk Inbound e-mail. New call works, but cannot update existing call

Justin,

I would be tempted to shut down the app server and then clear all rows from the Rep_servers and Rep_sessions tables. Start the app server up again and see if the issue is still there.

It seems like there is a mismatch between the sessions and Servers. You could also be switching between environements if they are on the same physical LAN.
Justin Trant
Super Contributor.

Re: Service Desk Inbound e-mail. New call works, but cannot update existing call

Thanks for your advice Jonathon, I will try this today.

In this case we can create calls but not update them. Would this still point towards an issue with the rep_sessions table?

Also, is it possible to perform this action through the Service Desk Admininstrator Console, or must it be performed directly on the database?

Regards,
Justin.
Justin Trant
Super Contributor.

Re: Service Desk Inbound e-mail. New call works, but cannot update existing call

Hi,

Thanks again for your help. I managed to fix this - we had two test application servers connecting to the test database which seemed to be conflicting. I removed the second application server and all works OK.

Thanks,
Justin.
Justin Trant
Super Contributor.

Re: Service Desk Inbound e-mail. New call works, but cannot update existing call

As per last reply.