Re: Problem with Catalog on Service Request Catalog (862 Views)
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Occasional Collector
VitorLNeto
Posts: 3
Registered: ‎12-13-2013
Message 1 of 6 (958 Views)
Accepted Solution

Problem with Catalog on Service Request Catalog

I've installed SRC 9.32 on SM 9.32 and can login successfully. However, I cannot see the Search Catalog to open a new service.

I've given my user (tried a couple) SOAP API and service catalog rights. Also tried svcCatEmployeeRequester as well and svcadmin.

I can request through the GUI Client with my Admin account without an issue, but even if I use that account on the portal, it still doesn't show the catalogue.

 

I already made the change in ScAPI_WSInterface_svcCatalogLanguage script, changing line 85 to L_file.catalog $ vars [i] = parseInt catalogId (allItems.id),.. Yet still not working


Here's the error from the log file from Tomcat when I click on a request.

 

13 Dec 2013 10:13:39,018 ERROR [http-bio-80-exec-2] (CreateCatalogCategoryTrees.java:287) - Possible corrupted index. validateSameCategoryType - childCatType is null: parent --265727025 null CATEGORY child 2396 null CATEGORY
13 Dec 2013 10:13:39,019 ERROR [http-bio-80-exec-2] (CreateCatalogCategoryTrees.java:287) - Possible corrupted index. validateSameCategoryType - childCatType is null: parent -1 null CATEGORY child 2334 null CATEGORY
13 Dec 2013 10:13:39,020 ERROR [http-bio-80-exec-2] (CreateCatalogCategoryTrees.java:287) - Possible corrupted index. validateSameCategoryType - childCatType is null: parent -1 null CATEGORY child 2340 null CATEGORY
13 Dec 2013 10:13:39,022 ERROR [http-bio-80-exec-2] (CreateCatalogCategoryTrees.java:287) - Possible corrupted index. validateSameCategoryType - childCatType is null: parent -1 null CATEGORY child 2278 null CATEGORY
13 Dec 2013 10:13:39,023 ERROR [http-bio-80-exec-2] (CreateCatalogCategoryTrees.java:287) - Possible corrupted index. validateSameCategoryType - childCatType is null: parent -1 null CATEGORY child 2359 null CATEGORY
13 Dec 2013 10:13:39,023 ERROR [http-bio-80-exec-2] (CreateCatalogCategoryTrees.java:287) - Possible corrupted index. validateSameCategoryType - childCatType is null: parent --265727025 null CATEGORY child 2358 null CATEGORY
13 Dec 2013 10:13:39,023 ERROR [http-bio-80-exec-2] (CreateCatalogCategoryTrees.java:287) - Possible corrupted index. validateSameCategoryType - childCatType is null: parent -1 null CATEGORY child 2397 null CATEGORY
13 Dec 2013 10:13:39,024 ERROR [http-bio-80-exec-2] (CreateCatalogCategoryTrees.java:287) - Possible corrupted index. validateSameCategoryType - childCatType is null: parent --265727025 null CATEGORY child 2333 null CATEGORY
13 Dec 2013 10:13:39,025 ERROR [http-bio-80-exec-2] (CreateCatalogCategoryTrees.java:287) - Possible corrupted index. validateSameCategoryType - childCatType is null: parent -1 null CATEGORY child 2354 null CATEGORY
13 Dec 2013 10:13:39,026 ERROR [http-bio-80-exec-2] (CreateCatalogCategoryTrees.java:287) - Possible corrupted index. validateSameCategoryType - childCatType is null: parent -1 null CATEGORY child 2319 null CATEGORY
13 Dec 2013 10:13:39,027 ERROR [http-bio-80-exec-2] (CreateCatalogCategoryTrees.java:287) - Possible corrupted index. validateSameCategoryType - childCatType is null: parent -1 null CATEGORY child 2324 null CATEGORY
13 Dec 2013 10:13:39,028 ERROR [http-bio-80-exec-2] (CreateCatalogCategoryTrees.java:287) - Possible corrupted index. validateSameCategoryType - childCatType is null: parent -1 null CATEGORY child 2376 null CATEGORY
13 Dec 2013 10:13:39,029 ERROR [http-bio-80-exec-2] (CreateCatalogCategoryTrees.java:287) - Possible corrupted index. validateSameCategoryType - childCatType is null: parent -1 null CATEGORY child 2387 null CATEGORY
13 Dec 2013 10:13:39,031 ERROR [http-bio-80-exec-2] (CreateCatalogCategoryTrees.java:287) - Possible corrupted index. validateSameCategoryType - childCatType is null: parent -1 null CATEGORY child 2408 null CATEGORY
13 Dec 2013 10:13:39,031 ERROR [http-bio-80-exec-2] (CreateCatalogCategoryTrees.java:287) - Possible corrupted index. validateSameCategoryType - childCatType is null: parent -1 null CATEGORY child 2475 null CATEGORY
13 Dec 2013 10:13:39,032 ERROR [http-bio-80-exec-2] (CreateCatalogCategoryTrees.java:287) - Possible corrupted index. validateSameCategoryType - childCatType is null: parent --265727025 null CATEGORY child 2271 null CATEGORY
13 Dec 2013 10:13:39,033 ERROR [http-bio-80-exec-2] (CreateCatalogCategoryTrees.java:287) - Possible corrupted index. validateSameCategoryType - childCatType is null: parent -1 null CATEGORY child 2308 null CATEGORY
13 Dec 2013 10:13:39,034 ERROR [http-bio-80-exec-2] (CreateCatalogCategoryTrees.java:287) - Possible corrupted index. validateSameCategoryType - childCatType is null: parent -1 null CATEGORY child 2473 null CATEGORY

 

Attached the log file.

 

Thanks,

 

Best Regardas,

 

Vitor

HP Expert
Amen16
Posts: 221
Registered: ‎11-01-2011
Message 2 of 6 (933 Views)

Re: Problem with Catalog on Service Request Catalog

Hello Vitor,

I just found this thread with the same error message but on 9.31 so it might work for you:


http://h30499.www3.hp.com/t5/HP-Service-Manager-Service/Service-Catalog-issue/m-p/5966211/highlight/...

Regards,
Alex
HP Support

If you find that this or any post resolves your issue, please be sure to mark it as an accepted solution.
Occasional Collector
VitorLNeto
Posts: 3
Registered: ‎12-13-2013
Message 3 of 6 (922 Views)

Re: Problem with Catalog on Service Request Catalog

I had done all that existed in this thread and still continues without loading the catalog. Still the same error occurring.

 

Thanks a lot.

 

Regards, 

 

Vitor

HP Expert
lisajo
Posts: 480
Registered: ‎02-15-2010
Message 4 of 6 (915 Views)

Re: Problem with Catalog on Service Request Catalog

Hi

 

Not sure if you have tried this or not

 

) unload all the items in svcCatalog and svcDisplay

2) Delete all the items in a table

3) Create couple of new items and categories

 

Wait a while and check if the catalogue gets generated. I did an upgrade from SM9.21 to SM9.31 and I had to build catalog from the scratch. Probably something changed betweeen those two versions and I though "big bang" is an easier way.

 

Another option:

1) Open table svcCatalog and check what items #2407, #2409, #2411 and #2399 are. 

2) Unload those for backup and delete all of them OR check if the categories for those items are correct -> if they are non-existent, fix them

3) Wait a while and check the Tomcat logs. If you're lucky, it's possible this is enough. 

"HP Support
If you find that this post or any post resolves your issue, please make sure to mark it as an accepted solution."
Occasional Collector
VitorLNeto
Posts: 3
Registered: ‎12-13-2013
Message 5 of 6 (892 Views)

Re: Problem with Catalog on Service Request Catalog

Hello Lisajo,

I did all these steps and the error continued.
And analyzing the logs, I noticed that when I was trying to index the catalog, for pt-BR language, which is my case, was always returning 0.
I realized that in my catalog all the language was set to "pt", but is not supported on SRC.
I made the change in SVCDISPLAYM1 table in syslanguage field, changing all values of pt to pt-BR.
After restart the SRC, he crawled the entire catalog is spent showing the option to "Search the Catalog".
Now only some requests are not showing up, but I'll check later. I'm getting requests to open normally.

Thank you for your help.

Esteemed Contributor
Kelalek2
Posts: 193
Registered: ‎08-05-2011
Message 6 of 6 (862 Views)

Re: Problem with Catalog on Service Request Catalog

Thanks VitorLNeto, I ran into a similar kind of problem and finally solved it.

 

I had activated French in a test environment as another "login language" in addition to English. And of course, forgot the setting's existence which shot me back now...

 

Apprarently SRC indexer assumes that every item should have it's own language record in SVCDISPLAY table. Valid assumption, but SM gives no tools (as far as I know) to alert admin that the index will be corrupted if no additional items in another language(s) are created! 

 

In my case, the catalog contained only records in English and the French ones lacked totally. What comes to debugging, the problem is, that the log file "server.xml" (by Apache Tomcat) isn't really informative. Like thread's author, also my system produced meaningless "Corrupted index" messages. 

 

What I did to solve my problem was:

 

In Service Manager

- unloaded the (English) items for a further use

- deleted all the records in SVCDISPLAY and SVCCATALOG tables

- removed the French as a login language (table: syslanguage)

 

In SM/SRC server

- cleared the SRC indexes (for example luceneIndexedData folder, version... file in ..\secure\attachments)

- shut down Apache Tomcat (SRC), Service Manager

- restarted SM

 

Back in SM after restart

- loaded the backuped catalog items back to SM

 

In SM/SRC server

- restarted Apache Tomcat (waited a moment)

- made sure the server.xml contain no errors (if there are, the indexing has failed)

------ 

19 joulu 2013 13:22:53,271 INFO [pool-1-thread-9] (ServiceManagerConnector.java:1818) - Got 42 catalog names from SM server(language=en).
19 joulu 2013 13:22:53,973 INFO [pool-1-thread-9] (ServiceManagerConnector.java:1824) - Successfully got 42 detailed catalogs from SM(language=en).
19 joulu 2013 13:22:53,973 INFO [pool-1-thread-9] (ServiceManagerConnector.java:1828) - All catalogs in en are successfully loaded.
19 joulu 2013 13:22:53,973 INFO [pool-1-thread-9] (ServiceManagerConnector.java:1871) - Totally 42 catalogs are indexed for language en.
19 joulu 2013 13:22:54,051 INFO [pool-1-thread-9] (IndexCatalogByLanguage.java:118) - [sm] [Index] 42 entries were indexed for index: en_US with user: <removed>

-------

 

Voila, Service Request Catalog works again!

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