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Performance: Remedy Java Error

Last Updated:
2016-06-02 00:00:00
Event:
2016-05-12 00:00:00
Status:
Closed
Brief Description:
User Impact:
N/A
Workaround:
There is no workaround for this issue
Current Status:
N/A
Services Affected:
Full Description:
CIT has received reports that some users are getting a “Java” error when trying to create an incident.



Timeline of Changes

Description Current Status Date Time
The vendor implemented a change to the Remedy environment on May 26th, after monitoring this issue for a few days we have had no new reported incidents. The vendor implemented a change to the Remedy environment on May 26th, after monitoring this issue for a few days we have had no new reported incidents. 2016-06-02 00:00:00
The vendor (BMC) did a flush of the server cache in an attempt to resolve the Java script error, however users are still reporting an issue. \n\nThe vendor is continuing their work to determine the root cause of this issue. \n The vendor (BMC) did a flush of the server cache in an attempt to resolve the Java script error, however users are still reporting an issue. \n\nThe vendor is continuing their work to determine the root cause of this issue. \n 2016-05-16 00:00:00
The Remedy Service Management Team is continuing to work with the vendor. \n\nThe actual Java error in Remedy is:\nUnknown system error : java.lang.NullPointerException (ARERR 8790) The Remedy Service Management Team is continuing to work with the vendor. \n\nThe actual Java error in Remedy is:\nUnknown system error : java.lang.NullPointerException (ARERR 8790) 2016-05-13 00:00:00
In an effort to resolve the issue with the Java script error, the vendor (BMC) will be flushing the server cache in a rolling fashion at 6:00pm EST tonight. In an effort to resolve the issue with the Java script error, the vendor (BMC) will be flushing the server cache in a rolling fashion at 6:00pm EST tonight. 2016-05-13 00:00:00
We are currently working with the vendor to determine the root cause of this issue.\n\nThank you\n\nRemedy Service Management Team\n We are currently working with the vendor to determine the root cause of this issue.\n\nThank you\n\nRemedy Service Management Team\n 2016-05-12 00:00:00