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rules not working

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Caroline Kraaij
Super Collector

rules not working

We are running HPOVSD 4.5.0588.1405 (SP14) and since a few weeks we experience problems with rules not being executed (both email and data update). The built-in email rules (send email when items are assigned to me) do not work reliably either. The flashing tray icon also does not work and the views are not reliable (they supply other information than via Advanced Find). According to the log the Rulemanager finds 'wrong' information (e.g. the condition is 'when template name starts with Z' and the Rulemanager returns that the condition is not met, because the default template was used, which is not true). Also copying items stops working after having been executed 5 or 6 times. What's new since a couple of weeks? We run 3 application servers, all 3 running SD4.5 SP14; 2 servers are VMware and 1 'real' hardware (loadbalancing 10:10:1). The VMWare machines run WIN2003 SP1 and the hardware machine runs WIN2000 SP4. And since a couple of weeks some Servicedesk users work with 2 sessions under the same account. Could any of this cause the problems we experience? Any information is more than welcome. Thanks in advance!
6 REPLIES
Ruth Porter
Honored Contributor

Re: rules not working

Hi Caroline,

Are there any useful messages in any of the logserver.txt files?

You can find rules stopping working can be cured by restarting the SD service on the application servers. Worth trying if you can.

Hope this helps

Ruth
http://www.teamultra.net
Caroline Kraaij
Super Collector

Re: rules not working

Restarting the application service appears to help out, but only for a short time.
Saurabh Dubey
Honored Contributor

Re: rules not working

Hi Caroline,

These issues can be due to multiple reasons:

1. You can have memory issues with the server, which may cause the Rule Manager to fail and abruptly shut down.

Check the memory allocated for SD Service service in installservice.bat file in server/bin directory.

2. Check the DB structure using the 'sd_dbconfwizard.bat -CHECKSTRUCTURE' command. An error in DB consistancy can also cause your views to be unreliable.

3. Basic checkup - clear the cache files and views.dat file to make sure the views are not getting corrupted.

It would be helpful if you could explain your exact meaning when you say "not reliable" for different cases (views, DB rules, banners, etc.)

Hope this helps...

Regards,

Saurabh
Modesty is good!! But remember, all your life other people will try and take your achievements away from you, don't make it easy for them.
Caroline Kraaij
Super Collector

Re: rules not working

All entries in installservice.bat are default. How can we determine if this is correct for our situation? Thanks again in advance.
Saurabh Dubey
Honored Contributor

Re: rules not working

Hi Caroline,

The installservice.bat file has a commented line which says "use this when facing memory issues"

Uncomment the line next to that. the one that mentions the memory to be 64M, and adjust it accordingly.

Hope this helps..

Regards,

Saurabh
Modesty is good!! But remember, all your life other people will try and take your achievements away from you, don't make it easy for them.
Caroline Kraaij
Super Collector

Re: rules not working

We have installed a hotfix from Westscope and altered the installservice.bat file. No problems since then.
//Add this to "OnDomLoad" event