[KBA-78979] Incident Manager role using all available memory on server - Genetec Mission Control™ 2.7 - 2.11

series
Genetec Mission Control™ 2.7 - 2.11
revised_modified
2019-05-07

[KBA-78979] Incident Manager role using all available memory on server

This article explains why the Incident Manager role might be using all the available memory on the server hosting the role.

Applies to: Genetec Mission Control™ 2.7 - 2.11

Symptoms

After starting the Incident Manager role, the GenetecIncidentManager.exe uses all the available memory on the server and the RabbitMQ ExternalEventsQueue grows to millions of queued items within a few minutes.

Cause

This issue is caused by active incidents which contain invalid loops in the workflow.

Workaround

Run the following SQL script on the Incident Manager database to remove all invalid loops from your workflows.
IMPORTANT: For the SQL script to work on your setup, the @loopingTypeId value must be set to the ID of the incident type that has a looping workflow. To determine the @loopingTypeId value, contact Genetec™ Technical Support.
DECLARE @loopingTypeId uniqueIdentifier;
SET @loopingTypeId = 'A2A8C577-0106-4A97-823D-EAAA910751D5';

DELETE FROM IncidentHistory
WHERE EXISTS
    (
        SELECT 1
        FROM IncidentInstance II
        INNER JOIN IncidentType IT ON II.IncidentTypeRevision = IT.Revision
        WHERE II.InstanceGuid = IncidentId AND IT.Id = @loopingTypeId
    );

DELETE FROM IncidentInstance
WHERE EXISTS
    (
        SELECT 1
        FROM IncidentType IT
        WHERE IncidentTypeRevision = IT.Revision AND IT.Id = @loopingTypeId
    );

Status

This issue will be fixed in Genetec Mission Control™ 2.12 GA.