Catalog request queued and status unknown after Catalog upgrade

Products

CA Service Catalog

Issue/Introduction

CA Service Catalog 17.2 RU4 and later (Ex: RU5, RU6, RU7,RU8)

After applying RU4, newly submitted requests get stuck in "Request Queued" status. Uninstalled RU4 back to RU3 and it works normally again .

Users may also see a Current Status of "unknown" and the Request Status "Not Submitted - Cart" under the Status Change History.

In view.log, noticed the following errors :

ERROR [ActiveMQ Session Task-8] [RequestQueueListener] Unable to handle request failure due to JMS message exception: 
javax.jms.JMSException: Failed to build body from bytes. Reason: java.io.StreamCorruptedException: Inconsistent vector internals

ERROR [ActiveMQ Session Task-8] [RequestQueueListener] Request Submission failed for request with exception:javax.jms.JMSException: 
Failed to build body from bytes. Reason: java.io.StreamCorruptedException: Inconsistent vector internals

A similar scenario in the view.log that may be encountered in the view.log for a fresh install of Service Catalog

Unable to handle request failure due to JMS message exception: 
javax.jms.JMSException: Failed to build body from content. Serializable class not available to broker. 
Reason: java.lang.ClassNotFoundException: Forbidden class com.ca.usm.billing.ServiceManager.RequestObject!

Environment

Release : 17.2 and higher

Component : CA SERVICE CATALOG

Cause

one critical post RU4 step is not done . Also potential corrupted viewService.conf file under USM_HOME\view\conf\

Resolution

After applying RU4 , there is one critical post step you will need to do . This post step mentioned in the following documentation :

https://techdocs.broadcom.com/us/en/ca-enterprise-software/business-management/ca-service-management/17-2/installing/Installing-CA-Service-Management-17-2-0-4/Post-Installation-Tasks-for-CA-Service-Management-17-2-0-4/Post-Installation-Tasks-for-CA-SDM-Advance-Availability-17-2-0-4.html

Basically , in viewService.conf file under USM_HOME\view\conf\ , you will need to add the following line :

wrapper.java.additional.24=-Dorg.apache.activemq.SERIALIZABLE_PACKAGES=java.lang,javax.security,java.util,org.apache.activemq,org.fusesource.hawtbuf,com.ca,com.ca.usm.billing.ServiceManager,wv,sun

after the line : wrapper.java.additional.23=-Xverify:none

Please note : while adding the entry "wrapper.java.additional.24", maintain the step sequence.

and then recycle catalog service . If there are more than one catalog node on the catalog system , it will need to be done on all catalog nodes . It should be able to resolve this issue

Additional Information

If you upgrade the catalog from 17.1 to 17.3 , you will also need to do what mentioned above . Otherwise , the catalog request will have trouble to kick off PAM process from catalog .

In the case of an upgrade from 17.1 to 17.3, if the issue is occurring despite applying the above post install step, please check the viewService.conf file under USM_HOME\view\conf\ if there are any duplicate entries of the same lines.

In at least one instance of the above concern encountered, the following lines were detected in the given viewService.conf file:

But further down in the same file, we see:

Note the duplicate line references. In this example, the latter three lines (140, 141, and 142) were commented out to correct the issue.

Such a scenario may arise if there are backup copies of viewService.conf file present in the same location as the original viewService.conf file and the post-install steps performed automatically during the RU patch install process.