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Remedy gateway receives ARS Error 92

Technote (troubleshooting)


Problem(Abstract)

Occasionally, the Remedy gateway receives an ARS Error 92 and no ticket is generated.

Symptom

In the Remedy gateway writer log -

ARS ERROR 92: Cannot open catalog; Message number = 92


Cause

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.

Document information

More support for: Tivoli Netcool/OMNIbus
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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