Novell Service Desk Memory Settings

  • 7012318
  • 10-Mar-2011
  • 13-Apr-2019

Situation

Novell Service Desk application hangs occasionally or has a slow response in specific environments

Symptom
NSD Server is slow and not responding
ERROR: java.lang.OutOfMemoryError: Java heap space

Symptom
Novell Service Desk hangs
ERROR: java.lang.OutOfMemoryError: PermGen space

Resolution

Increase NSD application server JAVA memory settings as below for the different versions.

Appliance v7.5 - 8.x
Edit the /etc/init.d/servicedesk.server file
CATALINA_OPTS="-XX:MaxMetaspaceSize=256m -Xms256m -Xmx2048m -Djava.awt.headless=true"
Restart the service desk service
# systemctl -l restart servicdesk.service
Warning: servicdesk.service changed on disk.  Run 'systemctl daemon-reload' to reload units.
# systemctl daemon-reload
Check new settings
# systemctl -l status servicedesk.service
For older versions of Service desk
JAVA_OPTS=?-server -XX:MaxPermSize=128m -Xms256m -Xmx1024m - Djava.awt.headless=true?
Appliance v7.3 - v7.4:
Edit the above 'JAVA_OPTS...' line in this file:
/opt/novell/nsd/servicedesk/Server/bin/catalina.sh
Appliance v6.x-v7.2:
Edit the above 'JAVA_OPTS...' line in this file:
/etc/tomcat6/tomcat6.conf
Linux OS:
Edit the following line in the catalina.sh file:
JAVA_OPTS=?-server -XX:MaxPermSize=128m -Xms256m -Xmx1024m - Djava.awt.headless=true?
Windows OS:
Launch the tomcat configuration gui with the following command line:
C:\Program Files\ServiceDesk\Server\bin>tomcat7w //ES//livetime




Cause

Default configured Novell Service Desk application server memory settings are not sufficient for environments having many large attachments to request or frequent AMIE synchronization.

Additional Information

For Java heap space error:
Increase Xmx or Maximum memory pool value to 2048 MB. Additional performance increase can be gained by also increasing Xms or Initial memory pool to e.g. 512 MB.

For PermGen space error:
Increase MaxPermSize value to 256 MB or higher and ensure that the Xms / Initial memory Pool is set to same or higher value than MaxPermSize value. Xmx / Maximum memory pool should be set to 2048 MB or higher in this case.

Please note that Xmx / Maximum memory pool always needs to have at least the same amount of memory assigned as Xms / Initial memory pool value.
When adjusting this file for the allotted memory
MaxMetaspaceSize must be increments of 128m
Xms must be increments of 128
Xmx must be increments of 1024