Tag Archives: Service Manager Tips

Does SM support Source IP-based session persistence

SM only supports cookie-based session persistence (using JSESSIONID cookie). It does not support Source IP-based persistence.
The main reason for this is because SM (both Server(RTE) and Web Tier components) is a Java-based application written in J2SE/Servlets technology.
Those types of applications use JSESSIONID cookies to maintain session affinity/persistence for each user session active in the application.

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Support ticket ID not sent back to Supplier system

OOB the support ticket ID (PTxxx) is not propagated back to the supplier system when the synchronization is done.

Solution

The property sx.onboarding.sendPropelHumanReadableIdToSupplier is set to false by default on /opt/hp/propel/sx/WEB-INF/sx.properties

This needs to be updated to true and restart jetty-sx service. After this, the PT number will be send back to supplier system (SM) and will be shown at the beginning of the interaction (SD) title.

SM: the supported configuration of SM LB and HW LB

Customer is building an environment with both SM LB and HW LB.
They are planning to load balancing the SM app servers (#1 and #2) by using both a Hardware Load Balancer (HWLB) and the SM Software Load Balancer (SWLB).
Like below:

SM APP VIP(HWLB)
/ \
SM LB#1 SM LB #2
SM APP#1 SM APP#2

They want to know whether this kind of configuration is supported or not.


Solution

No, this type of configuration is not supported.
For each deployed SM environment (e.g. Production, Development, Testing, etc) there is only one SM load balancer process allowed.
We cannot run more than one SM load balancer process in a deployed environment.

Load balncing in SM is allowed to be:

1) HWLB only (disable SWLB process)
or
2) SWLB only (disable HWLB) and activate only one LB process (cannot have multiple LB process running)

Load multiple unload files from the OS command line.

The following steps will allow multiple unload files to be loaded into Service Manager en-mass.

MICROSOFT WINDOWS

From <drive>:\<SERVICE MANAGER INSTALL DIR>\RUN folder in the command prompt execute:

for /f %a IN (‘dir /b ..\data’) do sm file.load %a NULL NULL winnt

UNIX

From <SERVICE MANAGER INSTALL DIR>\RUN folder in the command prompt execute:

for /f %a IN (‘dir /b ..\data’) do sm file.load %a NULL NULL unix

Load files into Service Manager from the OS command line

1. Copy the unload file (eg unload_file.unl) into the <SM INST>\RUN directory
2. Open the terminal and navigate to Go to the <SM INST>\RUN directory
3. Execute the command:

For Microsoft Windows: sm -bg file.load <unload_file.unl> NULL NULL winnt

For UNIX: sm -bg file.load <unload_file.unl> NULL NULL unix

Where <unload)file.unk> is the name of the file to be loaded

4. A message will indicate the load succeeded.

Attempt to load a file from the command line results in the errorRTE E ==>Error!! failed to parse command, execution aborted::

Attempting to load an unload file on Windows from the command line can result in an error when the file path contains a backslash ‘\’

For example this command line:

sm file.load c:\clocks.unl NULL NULL winnt

will result in these errors:

RTE E ==>Error!! failed to parse command, execution aborted:
RTE E ‘sm file.load c:\clocks.unl NULL NULL winnt’
RTE E Please examine/correct your parameters, then resubmit the command.

Cause

The backslash character is interpreted as an escape character in which the data following the backslash is read as input.

Fix

Use a double backslash, \\

sm file.load c:\\clocks.unl NULL NULL winnt

to allow SM to read the backslash as a backslash

Inactivity timer throws negative minutes in message

When the inactivity timer sends a message, the onscreen message is ok but the popup message looks like:

Your inactive HP Service Manager session (UID# 5) will be automatically disconnected in -2132464512 minute(s) 270643684 second(s)

One scmessage record seems to be wrong in the database. This could be caused by migration from earlier SM versions.

Wrong scmessage record :

Class=scbase

Message number=130

Text: Your inactive HP Service Manager session (UID# %ld) will be automatically disconnected in %d minute(s) %d second(s)

To fix this issue overwrite the Text in scmessage record

Your inactive HP Service Manager session (UID# %ld) will be automatically disconnected in %d minute(s) %d second(s)
with
Your inactive session will terminate in %ld minutes,do you want to extend your session time?

How to modify the scmessage record:

1. Command db

2. Table: scmessage

3. Search

4. Search for this scmessage record with class “scbase” and message number “130”.

5. Correct the Text

6. Save the record