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

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You can track all active APARs for this component.

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 number

    IZ74620

  • Reported component name

    TSAM (& INSTALL

  • Reported component ID

    5724W7800

  • Reported release

    720

  • Status

    CLOSED PER

  • PE

    NoPE

  • HIPER

    NoHIPER

  • Special Attention

    NoSpecatt

  • Submitted date

    2010-04-14

  • Closed date

    2010-05-26

  • Last modified date

    2010-05-26

  • 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

  • R720 PSY

       UP



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Document information


More support for:

Tivoli Service Automation Manager

Software version:

720

Reference #:

IZ74620

Modified date:

2010-05-26

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