This knowledge article may contain information that does not apply to version 21.05 or later which runs in a container environment. Please refer to
Article Number 000385088 for more information about troubleshooting BMC products in containers.
Analysis:
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1) The Escalation "DMT:DJS:SetStatus" is responsible for processing the “In Progress” Jobs on "DMT:Step" form
2) The above Escalation fires every 1min and sets the "z1D_Action" field to "CHECKTRANSSTATUS"
3) Then the Filter "DMT:DJS:ChkStepCompleted" is executed.
4) Identified that the above Escalation was not being executed every 1 min.
5) The Escalation “DMT:DJS:SetStatus” runs in the default Escalation Pool and due to server resource issues, the Escalation did not trigger due to busy Escalation Thread.
Solution:
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Run the Escalation "DMT:DJS:SetStatus" on a separate Escalation Pool and ensure but first ensure you have Escalation Pools are available. If not, increase the Escalation Threads from "Server Information" form and then restart the AR Server services.
Please refer Knowledge Article Remedy AR System Server - How to assign a specific Pool to an Escalation to understand how to assign a specific pool to an escalation.
NOTE: This article is also available in Spanish, search by Article Number 000164505. / NOTA: Este artículo también está disponible en Español, buscar por el Número de Artículo 000164505
Related Products:
- BMC Remedy IT Service Management Suite