Unable to update a ConnectWise Manage Ticket

Last Modified

Mon Aug 07 16:35 GMT 2017

Description

  • Error Message in Audit Trail
    • Ticket Audit Information: Action failed Ticket ID: 1881220 Error: Windows Service - Windows Software Probe Maintenance Service (10610 Unable to close the ticket, please N-able Technical Support for assistance. The following error occurred: Execution Timeout Expired. The timeout period elapsed prior to completion of the operation or the server is not responding. Exception Details: Could not update the ticket with ID: 1881220 with patch operation: [PatchOperation [operation=replace, path=status, value=com.solarwinds.connectwise.model.common.ServiceStatusReference@2f697ffd]]; nested exception is com.solarwinds.connectwise.exception.ConnectWiseRestClientException: The HTTP response contains an error: ErrorResponse{statusCode='500', statusText='Internal Server Error', responseBody=ErrorResponseBody{code='ConnectWiseApi', message='Execution Timeout Expired. The timeout period elapsed prior to completion of the operation or the server is not responding.', errors=[]}})

Environment

  • N-able N-central 10.0+

Solution

The key message here is 'The timeout period elapsed prior to completion of the operation or the server is not responding.' which indicates that a timeout happened when the N-able N-central server was trying to update the ticket, in this case to a closed state. You will see similar errors such as 10605 and so on that are representing different status change attempts, but the important part of the error message (found in the Audit Trail for the device) is the timeout. If this is an event that has only happened a few times, or somewhat rarely it may not be a problem. The ConnectWise Manage server could be busy, there could have been a brief issue with network communication during the update, and so on. If it happens frequently, with this particular error message the problem will be communication timeout, so verifying connectivity between the N-able N-central server and the ConnectWise Manage server will be the firs step. If you need assistance with the N-able N-central server, please contact support.