It is used to sync the ITSM ticket data with the MYIT and smart IT. As long as there are no errors in the log, you can ignore it.
so, if we don't use SMartIT/MY IT, I can comment out the plugin from the config, right ?
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I assume the plugin is triggered by an escalation. In case you comment the plugin you will have error messages on server side instead. Maybe its preferable to disable the escalation? SMT:Social_ThumbnailEscalation is running every two minutes so it might be the one which is causing the entry.
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The plugin is a thumbnail generator for SmartIT, it is triggered by an escalation that runs every 2 min's. It logging into the error log every 2 min's is a defect in that plugin and has been fixed in the latest release/patch and yes, the messages are innocuous and can be ignored until you can get to a version that doesn't log them in the wrong place. Shutting down the Esc will stop them from appearing
As a workaround, this is the best solution. LJ LongWing reported below that it was identified as a defect in plugin and has been fixed. So until the new fixed version is available, I'll use this solution.
Thanks LJ for the info. This means it is fixed within some 19.05 version ? cause within 19.02 patch 001 it isn't, or is there a patch002 ?
I don't recall exactly which patch/hotfix it went into....I only know that I developed the solution myself
1. We are getting this error in arerror.log file
Thu Jul 25 12:51:16.112 2019 <ESCL> <TID: 0000056852> <RPC ID: 0000374712> <Queue: Escalation> <Client-RPC: 390603 > <USER: AR_ESCALATOR (Pool 1) > <Overlay-Group: 1 > /* Thu Jul 25 2019 12:51:16.1120 */
Error while performing escalation action
ERROR (8753): Error in plugin; BMC.REMEDY.ITSM.THUMBNAIL_GENERATOR
2. We are not able to see the Service Requests in SmartIT console
We get this error :
Service Request not found in database or you do not have access.
3. I have added the thumbnail fields as per the below community link to SRM:WorkInfo form.
For the above error if we disable the escalation "SMT:Social_ThumbnailEscalation", will there be any sync issue between ITSM and SmartIT as we are using SmartIT.
We are on Version 19.0.2
The only thing that plugin does is generate thumbnail views for attachments, so yes there will an impact, but I would personally consider that impact minimal.