IZ74620: CHANGING A SR STATUS OUT OF BAND MAKES TSAM ESCALATION FAIL.

APAR status

• Closed as program error.

Error description

• When a management plan completed TSAM sets the status of the
  service request that has triggered the management plan to
  CLOSED.  In the case the status was already changed outside of
  TSAM using the Service Request Manager an error can occur that
  makes a TSAM escalation fail.
  
  The error shown in SystemOut.log is
  BMXAA4301E - Ticket 3550 is in history and must remain unchanged
  followed by the SQL exception
  com.ibm.db2.jcc.b.SqlException: [jcc][t4][10120][10898][3.53.70]
  Invalid operation: result set is closed. ERRORCODE=-4470,
  SQLSTATE=null
  

Local fix

• From Service Request (= Ticket) 3550 you can navigate to the
  related workorder and from the workorder back to the Service
  Instance.  To see the status of all related workorders, issues
  the following two queries on the db:
  
  1.) db2 "select wonum from maximo.woancestor where ancestor =
  '<workorder Number>'"
  2.) db2 "select w.wonum, w.siteid, w.status, e.wfintstatus from
  workorder w, pmzhbwlswoex e where w.siteid = e.siteid and
  w.wonum = e.wonum and w.wonum in ('23149','23151','23152')"
  
  Replace the numbers in the list of the second query with the
  ones you get from the first one.  Then change  the status of
  the workorders listed in the second query to 'COMP'
  (workorder - status) and 'COMPLETED' (pmzhblswoex -
  wfintstatus).
  

Problem summary

• ****************************************************************
  * USERS AFFECTED: All users of Tivoli Service Automation
  Manager 7.2.0.0, 7.2.0.1 and 7.2.0.2
  ****************************************************************
  * PROBLEM DESCRIPTION: If a service request got closed out of
  band, an exception is thrown when TSAM tries to close the same
  service request after an automated task got fulfilled. 
  If the error occurs TSAM stops fulfilling new service requests.
  The exception is showing up in the Websphere logs repeatedly
  (also after restarting the server).
  ****************************************************************
  * RECOMMENDATION:
  The situation can be avoided by not changing the status of a
  service requests fulfilled by TSAM manually.
  
  Apply TSAM 7.2 Fixpack 3.
  

Problem conclusion

• When TSAM tries to close the service request, the status change
  is written into the work log of the service request. Logging is
  not allowed if the service request is already closed. The APAR
  makes TSAM check the status of the SR before trying to close it
  and to write into the work log.
      
                                                                  
  The fix for this APAR is contained in the following
  maintenance       
  packages:                                                       
        
  | fix pack | 7.2.0-TIV-TSAM-FP0003
  

Temporary fix

Comments

APAR Information

• APAR is sysrouted FROM one or more of the following:

• APAR is sysrouted TO one or more of the following:

Fix information

• Fixed component name

  TSAM (& INSTALL

• Fixed component ID

  5724W7800

Applicable component levels