NOC: HP Service Manager adapter sometimes fails to close alarms properly

Document ID:7007716
Creation Date:23-May-2012
Modified Date:23-May-2012
- Micro Focus Products:
  Operations Center

Environment

NetIQ Operations Center

Situation

1. Start HP Service Manager adapter

2. Display alarm list

3. select one of alarm, right click, bring it up context menu, select service

manager-->change lifecycle-->close

Sometimes close operation will work, but sometimes system will display error dialog with error noted below
Could not perform operation Close Change Record; Alarm xxx

Resolution

There is no workaround for this issue. The vendor HP is working this and no fix date has been set from vendor.

Cause

The error indicates that there is a memory access error that occurs on the HP Service Manager server. This issue resides in the SM.dll that is part of the Service Manager deployment.