How to create separate application pools for Service Desk services

Article:TECH186241  |  Created: 2012-04-11  |  Updated: 2012-11-09  |  Article URL http://www.symantec.com/docs/TECH186241
Article Type
Technical Solution

Product(s)

Issue



Sometime a few ServiceDesk services need separate a application pool to improve the performance of the Server and to avoid intermittent issues.

For Example : SD.EmailService; SD.IncidentManagement

The above mentioned processes can utilize a huge amount of memory as they are continuously in use and if some other application is utilizing the resources or the application pool is busy then it will start throwing errors. These processes are responsible for sending emails and attaching the documents in the Incident.


Error



When sending the email from Incident, following error appears in the log viewer.

Application Name : SD.EmailServices
Process ID : 5652
Date :24/04/2012 12:45:31 PM
Log Level :Error
Log Category :LogicBase.Components.Default.Logging.CreateLogEntryComponent
Machine Name : XXXXXXXX
Message :
There was an Exception in the Email Template Application!  Exception in Component: Data Retrieval  Exception Message: The operation has timed out  Exception Stack Trace: System.Net.WebException: The operation has timed out at System.Web.Services.Protocols.WebClientProtocol.GetWebResponse(WebRequest request) at System.Web.Services.Protocols.HttpWebClientProtocol.GetWebResponse(WebRequest request) at System.Web.Services.Protocols.SoapHttpClientProtocol.Invoke(String methodName, Object[] parameters) at LogicBase.Core.Ensemble.DocMan.Docman.GetAllDocumentsInCategory(String sessionID, String categoryID) at Ensemble.Docman.GetAllDocumentsInCategory.Run(IData modelData) in c:\build\projects\MP1_KB54090\components\LogicBase.Components.Ensemble\Ensemble.cs:line 54044 at LogicBase.Core.ExecutionEngine.SinglePathProcessComponentExecutionDelegate.Execute(IData data, IOrchestrationComponent comp, String& outputPath, IExecutionEngine engine, TLExecutionContext context) at LogicBase.Core.ExecutionEngine.AbstractExecutionEngine.RunComponent(TLExecutionContext context, IData data, IOrchestrationComponent comp)

Application Name : SD.EmailServices
Process ID : 5652
Date :24/04/2012 12:45:31 PM
Log Level :Error
Log Category :Ensemble.Docman.GetAllDocumentsInCategory
Machine Name : XXXXXXXX
Message :
Exception at Run method with message :The operation has timed out

When trying to Attach a file to Incident separate error messages came up one on each attempt

Application Name : SD.IncidentManagement
Process ID : 5652
Date :24/04/2012 12:49:43 PM
Log Level :Error
Log Category :LogicBase.Components.Default.Logging.CreateLogEntryComponent
Machine Name : XXXXXXXX
Message :
Component: Setup Process  Message: The operation has timed out  Stack Trace: System.Net.WebException: The operation has timed out at System.Web.Services.Protocols.WebClientProtocol.GetWebResponse(WebRequest request) at System.Web.Services.Protocols.HttpWebClientProtocol.GetWebResponse(WebRequest request) at System.Web.Services.Protocols.SoapHttpClientProtocol.Invoke(String methodName, Object[] parameters) at LogicBase.Core.Ensemble.ReportingStorageGateway.ReportingStorageGatewayService.CreateCategoryForProcessWithMapping(String sessionID, DateTime processStarted, String processID, String executionContextID, String headerText, ReportLogProcessPermission[] permissions) at LogicBase.Components.Ensemble.Reporting.GetProcessDocumentsCategoryID.CheckAndCreateDocCategory(IData data, String headerText, ReportLogProcessPermission[] permissions, IProcessDataSavingModeProvider processDataSavingModeProvider) in c:\build\projects\MP1_KB54090\components\LogicBase.Components.Ensemble\Reporting\GetProcessDocumentsCategoryID.cs:line 161 at LogicBase.Components.Ensemble.Reporting.SetupProcess.Run(IData data) in c:\build\projects\MP1_KB54090\components\LogicBase.Components.Ensemble\Reporting\SetupProcess.cs:line 342 at LogicBase.Core.ExecutionEngine.SinglePathProcessComponentExecutionDelegate.Execute(IData data, IOrchestrationComponent comp, String& outputPath, IExecutionEngine engine, TLExecutionContext context) at LogicBase.Core.ExecutionEngine.AbstractExecutionEngine.RunComponent(TLExecutionContext context, IData data, IOrchestrationComponent comp)

Application Name : SD.IncidentManagement
Process ID : 5652
Date :24/04/2012 12:52:42 PM
Log Level :Error
Log Category :LogicBase.Components.Default.Logging.CreateLogEntryComponent
Machine Name : XXXXXXXX
Message :
Component: Setup Process With Specifed Process View Page  Message: The operation has timed out  Stack Trace: System.Net.WebException: The operation has timed out at System.Web.Services.Protocols.WebClientProtocol.GetWebResponse(WebRequest request) at System.Web.Services.Protocols.HttpWebClientProtocol.GetWebResponse(WebRequest request) at System.Web.Services.Protocols.SoapHttpClientProtocol.Invoke(String methodName, Object[] parameters) at LogicBase.Core.Ensemble.ReportingStorageGateway.ReportingStorageGatewayService.CreateCategoryForProcessWithMapping(String sessionID, DateTime processStarted, String processID, String executionContextID, String headerText, ReportLogProcessPermission[] permissions) at LogicBase.Components.Ensemble.Reporting.GetProcessDocumentsCategoryID.CheckAndCreateDocCategory(IData data, String headerText, ReportLogProcessPermission[] permissions, IProcessDataSavingModeProvider processDataSavingModeProvider) in c:\build\projects\MP1_KB54090\components\LogicBase.Components.Ensemble\Reporting\GetProcessDocumentsCategoryID.cs:line 161 at LogicBase.Components.Ensemble.Reporting.SetupProcess.Run(IData data) in c:\build\projects\MP1_KB54090\components\LogicBase.Components.Ensemble\Reporting\SetupProcess.cs:line 342 at LogicBase.Core.ExecutionEngine.SinglePathProcessComponentExecutionDelegate.Execute(IData data, IOrchestrationComponent comp, String& outputPath, IExecutionEngine engine, TLExecutionContext context) at LogicBase.Core.ExecutionEngine.AbstractExecutionEngine.RunComponent(TLExecutionContext context, IData data, IOrchestrationComponent comp)
 


Environment



ServiceDesk 7.0

ServiceDesk 7.1

ServiceDesk 7.1.2

 


Solution



Below are the steps to create separate application pool.

1. Open IIS Manager >> Go to the Application Pool.
2. On the right hand side click on Add Application Pool.
3. Type a name for New App Pool and select classic mode and click OK.
4. Now Select the Default AppPool and Click on View Applications on the right side menu.
5. From the list of Application Select SD.EmailServices and Click on Change Application Pool from the right hand side.
6. From the Drop down menu select the New Application Pool and click OK.
7. Restart the IIS and Monitor the system and check if you received the error again.

Irrespective of errors, this solution can be followed to create separate application pool for any Service Desk or Symantec Management Platform whenever its required to separate application poosl. Normally this scenario might be seen when the logs are not showing any relevant information but for some reason certain parts of the product stop working or start showing generic errors for example in Service Desk when you tried to create Change Manage Request you land up with below mentioned error.

"Application Error

An application error has occured. The system administrator has been notified. "




Article URL http://www.symantec.com/docs/TECH186241


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