Remedy gateway receives ARS Error 92
Occasionally, the Remedy gateway receives an ARS Error 92 and no ticket is generated.
In the Remedy gateway writer log -
ARS ERROR 92: Cannot open catalog; Message number = 92
This is an error from the Remedy server which indicates the following -
"A time-out occurred while data or structures in the database were being updated. In most cases, the operation will still be performed after the time-out; however, you may need to re-attempt the operation."
Resolving the problem
The Remedy gateway assumes the operation will still be performed after the time-out. On the next event update, the gateway will verify whether the ticket is created and retry the ticket creation.
If you are receiving this error from Remedy consistently and the tickets are not created, as a workaround, set the Remedy gateway attribute FEEDBACK_FAILURE to TRUE. With this setting, the gateway will set the ticket id to "Insert Failure". Then, operators can watch and modify events with insert failures or an automation can be created to periodically update events with insert failures so the gateway will reprocess the ticket creation.
More support for:
Remedy ARS Gateway
Software version: 7.3.0, 7.3.1, 7.4.0, 8.1.0
Operating system(s): AIX, HP-UX, Linux, Solaris, Windows
Software edition: All Editions
Reference #: 1377100
Modified date: 31 May 2016
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