ServiceDesk Plus version: 11.3 build 11311

I have been facing several annoying issues during previous days, one of which was mostly complained about was the requests history not being recorded at all!

I crawled the serverout logs on the server and found many occurrences of the following log:

Exception occurred during preexecution! Please create a master key in the database or open the master key in the session before performing this operation.

The issue was fixed following a service restart.

There are two issues here I would like to find an answer for:

Is this a logical software response to perform the user requested action despite not being able to complete the whole transaction of creating request records, history records, etc? Shouldn't it be all in a single transaction and throw an error if not being able to complete it?

The second issue was that apparently due to unclear issue with the database, the master key opened by the application had been closed on the used session and afterwards all attempts to access the symmetric key (ZOHO_SYMM_KEY) using the certificate failed due to lack of opened master key in the session. What would have caused this to happen? and shouldn't the software have tried to reopen the master key when facing this issue?

Regards