Retry Mechanism

By default IdentityIQ for BMC Remedy Service Desk provides a retry mechanism for Connection reset and for unknown host problems stemming from network issues.

However, you can configure the retryableErrors list in integration configuration (IntegrationConfig) file to add new exception strings to the attributes map in the file.

The retryableErrors entry is a list of strings through which the Remedy Integration searches when it receives a message from the BMC Remedy Service Desk. Only SOAPException strings are considered for retry that is, the exceptions raised from SOAP web service. If one of the strings in the entry exists in the error, the integration attempts to retry the request. When the configured error string is not a part of the error message returned from the BMC Remedy Service Desk, then IdentityIQ will not attempt a retry.

For example:

<entry key="retryableErrors">     
  <value> 
     <List> 
        <String>Connection reset</String> 
     </List> 
  </value>
</entry>

Additionally IdentityIQ would retry for following exception strings:

<entry key="retryableErrors">
   <value>
     <List>
       <String>Connection refused: connect</String>
       <String>Connection timed out</String>
       <String>Connection reset</String>
     </List>
   </value>
</entry>

Error messages containing very specific information about date/time, sequence ID and so on must be avoided. Error codes or error message substrings would be good candidates for inclusion. Only exceptions raised from soap web service are considered for retry.