Steps to reproduce for CA SDM 14.1.04.1 Defects:

DE35112Unable to view CI details from the CA Service Operations Insight (SOI) CMDB view.

Steps to reproduce the issue:1. Integrate CA Service Desk Manager with CA SOI using the Catalyst Connector.2. Update the 'LaunchInContextUrls' section of the Connector configuration

file.3. Create a Configuration Item in Service Desk and import it in SOI.4. Select the CI in SOI Console and click the CMDB View tab.5. Optionally, enter the user credentials to access Service Desk.

Result:The Configuration Item detail page does not open. Instead error messagesare displayed on the interface.

DE33047Object Managers with default option in Web Engine Detail is not generating CGI file(pdmweb4.exe)

Steps to Reproduce the issue: 1. From the CA SDM Console, navigate to Administration, System, Configurations.2. Open an existing configuration ( if not, create one ). For example, primaryconfig3. Click the WEB ENGINES/WEB DIRECTORS tab 4. Create new web engine with the below values:

a. CGI Name: pdmweb4.exe b. Object Managers: Default) 

5. Run the pdm_configure and choose the configuration as mentioned in step2 (for example: primaryconfig) 

Result:Upon successful configuration, pdmweb4.exe is not created under $NX_ROOT\bopcfg\www\wwwroot 

Expected Result: Upon successful configuration, pdmweb4.exe should get created under $NX_ROOT\bopcfg\www\wwwroot 

DE34945Perform a search from the CA SDM console with an assignee having a valid first name, last name, and middle name. Saving the search filter gives an error.

Steps to reproduce the issue: 1. Create a user with a first name, last name, and middle name.2. Navigate to Search, Incidents.3. Select the user created in Step 1 as the assignee.4. Click Save to save the search filter.5. Click My Saved Search.6. Click the last saved filter and click Show Filter.7. Type the same user again in the assignee field.8. Save the search filter

Result: An error “AHD03053:Bad where clause” is displayed on the CA SDM web interface in step 4 and 8.

Post-Install Steps:Perform the following steps:

1. Clear the browser cache by running the following command:

pdm_webcache -b

DE33196Internal Notification is sent when access type is empty.

Steps to reproduce the issue:

1. Update any activity notification for example 'Log Comment' and set the following details.a. Check the Internal flag.b. Set Auto notification to Yes.c. Update the Object Contact Notification List with Affected End user.

2. Create a contact with Contact Type as 'Employee' and Access Type as empty.3. Create a ticket with Affected End User as the contact created in step 2.4. Create a Log Comment activity on the ticket.

Result:Affected end user receives internal notification even when the Access Type isset to 'employee'.

Expected behavior:Notification should not be sent to the affected end user when the Access Type is empty.

DE35474Unable to attach any event to a managed survey.

Steps to reproduce the issue: 1. From the CA SDM console, navigate to Administration, Service Desk, Surveys, Managed

Survey List. 2. Create a new Managed Survey Name by mapping it to a Survey3. Click Attach Event.4. Select any existing event and click Ok.5. The Popup window freezes and hour glass spins forever

DE35188After installing CA SDM, Under Help -> About, license and the site id is shown as UNKNOWN.

Steps to reproduce the issue: 1. Install CA SDM.2. Start the CA SDM services if not already started.3. Login to the CA SDM web interface.

4. Click About under the Help tab.

DE34888In CA Service Desk Manager, unlinking a solution that was attached to an issue fails and a popup error message is shown in the user interface.

Steps to Reproduce the Issue:1. Open any existing issue type ticket.2. Navigate to Knowledge Management, Knowledge tab and search for any

existing knowledge document.3. Right click the document that is displayed and click Accept as Solution.4. Navigate to the Knowledge Management, Solutions tab and click on the solution that was

linked in step 3.5. In the solution details page, click Unlink the solution.

Result: Unlinking of solution fails and a popup error message is displayed in the interface: Error AHD03029:Bad_param in Dob_by_id. on iss:XXXXXX

DE33415In CA Service Desk Manager, when avoid popups settings is on, saving a mailbox rule for maileater shows an hourglass. Workaround is to click the back button or navigate to any other link on the left navigation pane.

Steps to reproduce the issue: 1. Navigate to the Service Desk menu, View, Preferences.2. Enable the checkbox Avoid Popups. 3. Click Administration, Email, Mailbox Rules. 4. Select any rule to do a simple update like type in test in description of rule. 5. Click Save. 

The hourglass icon is shown. The Back to List button is grayed out on the main panel, top right corner under the Set Role button. 

Post-Install Steps:1. Run the following command:

pdm_webcache

DE33725 Unable to receive the failure message set at mailbox rule

Steps to reproduce the issue: 1. Create/update tickets via mail eater.

Mail eater mailbox rule: "Reply Success" and "Reply Failure" option message should be received on success or failure.

2. Send a mail to maileater from an email account not associated to any CA SDM user for ticket creation.

3. It should fail to create the ticket and should give a reply email back with error message:

“AHD58004:Cannot determine valid requestor id. Cannot continue processing" instead of the"Reply Failure" message that we have set for the rule.

DE35622In CA Service Desk Manager, sending multiple attachments in a manual notification causes the files to be corrupted in the notification email.

Steps to reproduce the issue:1. Ensure that the mail_allow_attachments option is installed.2. Navigate to the Incident details page, Activities, Manual Notify.3. Attach two or three files (For example: 1 text file and one bitmap)4. Check the email that is received.

The name of attached files is correct but content of all files are same (the first file attached content). 

DE34722 Running GRLoader may throw Axis Fault error in the GRLoader.log file.

Steps to reproduce the issue:

1. Open Web Screen Painter and add an extension table zapp.2. Add a new SREL column z_category which is an SREL to pcat table.3. Save and publish the changes.4. Stop the CA Service Desk Manager services and run the pdm_publish command. 5. Open the CA Service Desk Web interface and create a class pointing to the new extension table

created in Step 1.6. Create a new Family named TestApp.7. Create a CSV file (test.csv) similar to the following:

name,system_name,class,serial_number,mac_address,z_categoryFF478,System FF47,TestApp,777776,80:92:66:65,Software

8. Execute the following command on the server:grloader -s http://localhost:8080 -u USERNAME -p PASSWORD -csvf test.csv -a -nNo errors are seen on the GRLoader.log.

9. Run the same command once again without any modifications to the csv file.

Result:Update is performed but an error similar to the one below is logged in GRLoader.log:

mm/dd HH:mm:ss ERROR grDataMgr 2056 AxisFaultfaultCode: {http://schemas.xmlsoap.org/soap/envelope/}ClientfaultSubcode: faultString: Error fetching: AHD03053:Bad where clause: Parse error at : "id = pcat:XXXX" (Bad where clause)faultActor: faultNode: faultDetail: {}ErrorMessage:Error fetching: AHD03053:Bad where clause: Parse error at : "id = pcat:XXXX" (Bad where clause){}ErrorCode:103

DE34522In Internet Explorer 11 browser, when a user copies an incident using the File, Copy menu, it opens the new incident window behind the working window:

Steps to Reproduce the issue: 1. Login to ServiceDesk in IE11.2. Search and Open any incident3. Click File, Copy.

Result: The new window (new incident) popup is behind the working window (incident detail page).

Post Installation Steps:Perform the following post-install step: 1. Apply the patch and clear browser cache by running the following command:

pdm_webcache -b

DE35275Notification History Search is not functioning properlySteps to reproduce the issue:

1. Login to CA ServiceDesk using IE 11.2. Search and Open any incident.3. From the File menu, click Copy.

Actual Result:The new window (new incident) popup behind the working window(incident detail page)Expected Result: The new window should popup in the front.

DE35158Key board users along with users who are using JAWS screen reader are not able to toggle between Yes and No radio button in the Knowledge Documents comments section.

Steps to Reproduce the issue: 1. Login to CA SDM.2. Open a Knowledge Document.3. Tab down to the rate & comment section 4. Tab and the focus will shift on the Yes radio button.5. JAWS should announce the radio functionality.6. Use the right arrow key or up arrow key to toggle to no radio button.

For JAWS to work with the radio buttons, it must switch to PC cursor mode.

DE34002Export temporary XML files are not removed

Steps to Reproduce the issue: 1) Login to CA SDM.2) Ensure that you pick a list with a large number of rows to be returned.3) Check CATALINA_BASE/temp folder and ensure that no pdmexport_*.xml files exist.

If they exist, delete them.4) Use the Export button to get the list in an excel sheet.5) While the export is in progress click on the X to close the window.

Do not use the Close or Cancel buttons. If the popup windows closes automatically too fast, use a larger list that takes longer time to export.Check CATALINA_BASE/temp folder and note that there is a pdmexport_*.xml file.

Expected outcome:No XML file found in CATALINA_BASE/temp folder.

DE31044On selecting a row as part of Edit-In list, the dropdown's does not get properly populated with the record's entry when the value is empty.

Steps to reproduce the issue: 1. Customize Request list page (list_cr.htmpl) to add impact as part of edit-in-list fields.

a. Add listEditField("impact"); to edit-in-list section.b. Add <PDM_MACRO name=lsCol hdr="Impact" attr=impact exporthdr="Impact"> to list

section.c. Save and publish the changes and run: pdm_webCache -bH

2. Login into CA SDM as an analyst.3. Search for request, make sure there are at least 5 requests in results, and few of them with impact

as 'empty' and others with "5-One Person" impact.4. Select Edit in List, select a ticket that has impact "5-One Person". This will update the edit-in list

dropdown with "5-One Person" selected.5. Now, select a row that does not have an impact value.

You can see that the Edit-In-List impact dropdown value does not changed, and the only way to update impact of the selected ticket to "5-One Person" is to select some other value and then set to "5-One Person" again.

DE33556Domsrvr crashes while invoking workflow task from mobile UI.

Step to reproduce the issue: 1. Login to CA SDM as Administrator.2. Navigate to Administration, Service Desk, Requests/Incidents/Problems, Areas.3. Open the Applications area. 4. In the Workflow tab, use Classic workflow for Incident.5. Add Approval task 6. Create an Incident with Incident Area as Applications.7. Verify the Relationships, Workflow tasks for list of classic workflow tasks.8. Now, login to Mobile UI as an Administrator.9. Navigate to the Workflow task and hit refresh again and again

Result: Domsrvr memory will keep growing.Expected Result: Domsrvr memory should not grow significantly, if it grows, it should come down after sometime.

Post-Install Step: Perform the following post-install step:1. Delete the following folder:

<NX_ROOT>\bopcfg\www\CATALINA_BASE_REST\webapps\workflow

Note: Tomcat will auto deploy workflow.war after applying the patch.

DE36007Additional logging for archive and purge rules.

Steps to reproduce the issue:This resolution introduces new logging that may be enabled for Archive and Purge rules, ifdesired. These new log messages will be output to the stdlog file whenever an Archive and Purgerule is started or stopped. When this logging is enabled, the following messages will be output when a rule starts and stops successfully:

“Starting rule <RULE_NAME>.""Rule <RULE_NAME> completed its processing with no error."

As well, if a rule is scheduled to stop within a certain amount of time, the following messagewill be output when the rule is stopped:

"Rule <RULE_NAME> that is currently running has reached its allocated time limit. Stopping rule."

Additional log messages to notify of error conditions have also been added.

This resolution requires manual post installation steps.

Post Installation Steps This fix introduces a new NX variable @NX_ARCPUR_RULE_LOGGING. This variable is used to specify if additional logging should be output for Archive and Purge rules. Its value should be set to 'Yes'.

This variable can be installed by running the following command from the Command Prompt on the Primary server machine: pdm_options_mgr -c -s ARCPUR_RULE_LOGGING -v Yes -a pdm_option.inst

To avoid losing this change when pdm_configure is run, please also run the above command with the '-t' flag as follows:

pdm_options_mgr -c -s ARCPUR_RULE_LOGGING -v Yes -a pdm_option.inst -t

DE35347Edit In List not saving new assignee with NX_GROUP_ASSIGNEE_INDEPENDENT option

Steps to reproduce the issue: 1. Install NX_GROUP_ASSIGNEE_INDEPENDENT option with value Yes.2. Restart CA SDM services.3. Login into CA SDM as privilege user. 4. Create a group that has No members 5. Create three tickets and put the newly created group in these tickets. 6. Perform a search for tickets with the newly created group.7. Click Edit-in-list. 8. Select an assignee (that is not part of the newly created group) 9. Click Change All. 10. Click Save, observe that the list now shows the three tickets with the updated assignee on them. 11. Search again for the same tickets.

Note that the assignee is still blank with the old value, and does not have the new value.

Post-Install Steps: Perform the following post-install steps:Note: This correction introduces a new optional NX variable, @NX_GROUP_ASSIGNEE_INDEPENDENT. This variable when set to Yes,Will ignore the assignee assigned to the group restriction.

1. This option can be installed by running the following command fromthe command prompt on the primary server:pdm_options_mgr -c -s GROUP_ASSIGNEE_INDEPENDENT –v Yes –apdm_option.inst

2. To avoid losing the change when you run the pdm_configure command, runthe above command with the '-t' flag as follows:pdm_options_mgr -c -s GROUP_ASSIGNEE_INDEPENDENT -v Yes -apdm_option.inst -t

3. Restart CA SDM.

Note: For each secondary Service Desk Manager server you have configured, you must manually add or update the NX variable above in each secondary server. The NX.env file is in the $NX_ROOT directory. Restart CA SDM so that the new NX variable to take effect.

Post-Backout Steps:

Perform the following post-backout steps:1. Run the following commands to uninstall the NX variable:

pdm_options_mgr -c -s GROUP_ASSIGNEE_INDEPENDENT -v yes -a pdm_option.deinst pdm_options_mgr -c -s GROUP_ASSIGNEE_INDEPENDENT -v yes -a pdm_option.deinst -t

Note: For each secondary CA SDM server you have configured, manually add or update the NX variable above in each secondary CA SDM server. The NX.env file is in the $NX_ROOT directory. A CA SDM restart is required for the new NX variable to take effect.

DE34185Default non-required properties are not displayed on the CA SDM console if the properties are not saved in xFlow previously.

Steps to Reproduce the issue: 1. Ensure a ticket category has 3 properties:

a. prop1 - required b. prop2 - not required c. prop3 - required

2. Raise a ticket using the xFlow Analyst Interface against this category. 3. Fill out prop1, prop3, ignore prop2 and do not fill it. 4. Create the ticket. 5. View the ticket via CA SDM classic interface now.

Only prop1 and prop3 are visible. You cannot edit the ticket and add a value for prop2 as that option is not available for editing back in the xFlow Analyst Interface

6. Update Properties on the ticket, and now set a value for prop2. 7. View the ticket in CA SDM classic interface and you can see prop2 alongside prop1 and prop3.

DE35890The href links provided by the CA SDM Restful web service response is incorrect. Using the obtained links in a GET operation may throw an error.

Steps to Reproduce the issue:

1. Make a POST Rest call to get the access key using any Restful client.POST http://HOSTNAME:8050/caisd-rest/rest_access

2. Now make a GET rest call to chgcat object GET http://HOSTNAME:8050/caisd-rest/chgcatWith the following headers:X-AccessKey= accesskey obtained from step 1X-Obj-Attrs = *

3. From the xml response obtained, identify the href link for the property_templates attribute.4. Make a GET rest call using the href link in Step 3.

Result:An error is displayed in the response and a log message similar to the one below is shown in the jrest.log file.

Post-Install Steps:

Perform the following post-install steps: 1. After installing the testfix, undeploy the restful web apps by running the following

command:

pdm_rest_util -undeploy

2. Redeploy the web apps using:

pdm_rest_util -deploy

DE34736Knowledge document Edit Resolution Scrolls to the bottom of the page.

Steps to reproduce the issue: 1. Launch Internet Explorer 11.2. Navigate to Administration, Knowledge, Knowledge Categories.3. Create a category or go to an existing one.4. Create a new document or use an existing one.5. Ensure that the document has a large amount of text in the Resolution field.6. Save the document and click Edit Resolution.

The new popup window will show the resolution text scrolled to the bottom, assuming text is large enough that scrollbars are needed.Expected Result:The popup window should show the first line of the resolution text, the top portion.

DE34059 Lookup window appears in search filter even without tabbing out of a lookupfield. This problem is seen in CA Service Desk Manager 12.6 and later versions.

Steps to reproduce the issue:

1. Navigate to Service Desk, Search, Incidents.2. In the Incident Area lookup field, type %ABC%. Click Search.3. Incident Area lookup window is displayed.

DE35045Exporting a list of change orders with open date and scheduled start time where server time zone and contact time zone are same with DST results in adding an extra hour to the exported excel sheet.

Steps to reproduce the issue: 1. Login to ServiceDesk. Create a contact and set 'Timezone' value to 'Central Time' and save.2. Navigate to Administration, System, Servers and edit the server details. Set the Timezone value

to Central Time and save.3. Create some Change orders filling Scheduled Start Date in DST range.4. Export the list of change orders created in Step3.

Result:In the Excel sheet an extra hour is been added to the Open Date and ScheduledStart Date fields.DE34917In the Analyst web interface, very long text entries without a carriage return may exceed the length of the scratchpad text area. This problem is only specific to Internet Explorer 11 browser.

Steps to reproduce the issue: 1. Login to CA SDM as an Analyst.2. Open a Quick Profile window for any Contact.3. Type some large text in the scratchpad text box will continue in one line beyond the visible area.

Result: The text content will continue to keep in a single line.

DE34263Saving a knowledge document after linking a second category to it and making it the primary category may cause the 'Category Links' list to blank out.

Steps to reproduce the issue: 1. Login to CA SDM. 2. Set your role as Knowledge Manager.3. Click the Knowledge tab.4. Right click on a category and select the New Knowledge Document option.5. Fill in the required fields and click Save.6. Select the Related Knowledge sub tab.

7. In the Categories list right-click a category that is not already in the Category Links list and select Link this category option.

8. In the Category Links list right-click on the newly added category and select the Set as Primary Category option.

9. Click OK on the confirmation window that pops-up.10. Click Save to save the document.

The Category Links list blanks out.

DE33180Updating the status of a ticket of any type from Hold to any status may lead to wrong calculation of Target time of the Service Type attached to the ticket.

This problem is seen only when the Service Type is associated with a work shift and the ticket exceeds the Service Type interval and doesn't meet the condition associated with a Service Type.

Steps to reproduce the issue: 1. Setup a Service Type (delay time 1 minute) with work shift and attach a Service Target Template

(where condition does not match).2. Attach the Service Type to any Incident Area, for example, 'Application'.3. Create a new Incident with this Incident Area.4. Wait until Service Type delay time is exceeded.5. Ensure you have Incident Transitions Open->Hold and Hold->Open.6. Change the status of the Incident to Hold.7. Change the status of the Incident to Open.

Activity: Service Target XXXXX Exceeded -08:04:498. Change the status of the Incident to Hold.9. Change the status of the Incident to Open.

Activity: Service Target XXXXX Exceeded -05:05:17There is just a minute difference between Step 7 and Step 9. The Service Target XXXXXExceeded value differs to about 3 hours.Each time the status is changed back to Open it becomes smaller and smaller.

DE33180While clicking a Scoreboard node that was created using the saved search functionality, all the ticket types (Request/Incidents/Problems) is returned in the list.

Steps to reproduce the issue: 1. Make sure that the system has Incidents, Requests and Problems assigned to user A.2. From the main main page, click Search, Requests and search for Requests assigned to user A. 3. The requests with user A as assignee are returned.4. Click Show Filter and then, click Save as and type AAA for the filter name. 5. Clicking My saved searches, AAA results in getting all the tickets, Incidents, Requests, and

Problems assigned to userA, not only requests .

DE35688Under certain circumstances, when using the knowledge approval process with multi tenancy enabled, the page may hang if you click on the forward button to proceed to the next approval step. Issue is not reproduced with out of the box data.

Steps to reproduce the issue:1. Create a tenant TenantA.2. Create a contact UserA with Administration Access Type and assign to TenantA.3. Create a Knowledge Approval Process Template TenantA Approval Process and assign it to

Tenant A.4. Add two new tasks to the TenantA Approval Process template after Create Knowledge

Document task:a. Initial Review - TenantA Draftb. Final Review - TenantA Draft

5. Create a Knowledge Category, CategoryA and assign to TenantA. Set the Approval Process Template to TenantA Approval Process and Save.

6. Login to CA SDM as UserA.7. Create a new knowledge document in category CategoryA, filling in all the relevant fields and click

Save. The KD will be saved in Draft status.

8. Now switch UserA's role to Knowledge Analyst and click the Set Role.Note, if 'Knowledge Analyst' is not available in the drop-down role list, you need to add this role to the Administration Access Type.

9. Navigate to the Service Desk tab and expand the Knowledge Documents scoreboard.10. Click Inbox and then, on the right-hand pane, right-click Edit the KD created in step 7.11. Click the 'Forward' button.

Result:The new Window open with the header only and the hourglass keeps spinning with the below error in the console.detail_form.js:3161 Uncaught TypeError: Cannot read property 'length' ofundefined at detailTextboxReadonly (detail_form.js:3161) at pdmweb.exe:560.

DE34216In the xFlow Analyst Interface, when you try to create a new ticket using a smart word and apply a ticket template to it, the template values get applied to the ticket, but does not allow creating a ticket 

Steps to reproduce the issue: 1. Create a ticket template, say affected_end_user=blah severity=4 urgency=4 etc.,2. Create a smart word (administration - xflow analyst interface - command bar - smart words: printer

printers and select a category to this: Printers and select a template as the ticket template 3. Perform a CA Search server reindex - pdm_es_rebuild_index.bat 4. Try to create a new ticket in xFlow now, type description; printer printers (space bar)5. you'll see a yellow dropdown associated to the smart word printer or printers, click the dropdown

and select the Apply Template option 6. The timeline will show that the template was applied but you cannot save the ticket now (you can hit

enter in command bar) but nothing happens

Expected Result: User should be able create (i.e, Save) this ticket associated to the template

DE33773Unable to save additional text fields of a ticket on creation.

Steps to reproduce the issue: 1. Create a new Activity Association - External Reference

a. Type: Request/Incident/Problem b. object_type: extern_ref

2. Add this attribute to Mobile Attributes for Request and Incident.3. Login to Mobile App.4. Create a new Ticket.5. You can see additional text field - External Reference at the bottom.6. Fill it with some text and save the ticket.7. Upon verification from Service Desk application or from Database, no data is stored in

extern_ref attribute of the ticket.8. Edit the same ticket from Mobile App.9. The External Reference text box remains empty.10. Fill some text and Save the ticket.11. Now the data in the attribute gets saved. This can be verified from data base or re-editing the

ticket.

DE34010Notification History is empty, when opening from the contact detail page.

Steps to reproduce the issue: 1. Login to SDM as Administrator. 2. Enable INITIAL Notification for contact Administrator.3. Create a new Incident with requester as 'Administrator'.4. View->Notification History.

The Initial Notification for 'Administrator' is displayed 5. Open the contact detail of 'Administrator'. 6. View->Notification History.

Result: The history is empty.Expected Result:The title of page should be "Notification History for Administrator".The Initial Notification for 'Administrator' should be displayed.

DE34770Able to add an incident as a parent using edit-in-list of requests

Steps to Reproduce the issue: 1. Create a new incident.2. Create a new request.3. Navigate to Search, Requests and search for the new request you just created in step 2. 4. Click Edit in list and then expand the section to show more fields. 5. In the parent field - enter the ticket number of the incident you created in step 1.6. Click Save on the edit-in-list form

DE35888Merging the contact in an environment where CA SDM is integrated with Active Directory fails and an error message is seen on the browser console.

Steps to reproduce the issue:1. Integrate CA SDM with LDAP. 2. Import any LDAP contact (for example, testuser) in CA SDM from Active Directory.3. Contact gets created in CA SDM.4. Now Open Active Directory Users and Computers. Click View, select Advanced Features.5. Open the User Properties Page (userid: testuser). Click the Attribute Editor tab.6. Double-click accountNameHistory attribute.

This is a multi-value attribute, add two values to this attribute. 7. Open Web screen painter and create a custom column zaccountNameHistory , Type = String,

length = 3000. 8. Open detail_cnt.htmpl page and add a textBox field pointing to zaccountNameHistory Attribute. 9. Map LDAP attribute with CA SDM attribute into ldap.mod file:

OBJECT ldap { ATTRIBUTES LDAP_Entry {

location l; zaccountNameHistory accountNameHistory STRING; }; };

10. Open CA SDM. Navigate to the Contact Details Page (userid: testuser). Click Edit, Merge Ldap.11. Contact is displayed. Right-click and select Merge into contact.

Result:The page hangs and an error message is shown.

DE34010Notification History is empty when opening from the contact detail page.

Steps to reproduce the issue:1. Login to CA SDM as Administrator. 2. Enable Initial Notification for contact Administrator.3. Create a new Incident with requester as Administrator.4. Click View, Notification History.

The Initial Notification for Administrator is displayed 5. Open the contact details of Administrator. 6. Click View, Notification History

Result: The history is empty. Expected Result:The title of page should be Notification History for Administrator. The Initial Notification for Administrator should be displayed.D

DE35888 Merging the contact in a Service Desk Manager environment integrated with Active Directory may fail and an error message is seen on the browser console.

Steps to reproduce the issue: 1. Integrate Service Desk Manager with LDAP. 2. Import any LDAP contact(ex:testuser) into SDM from AD. Contact gets created in

SDM.3. Now Open "Active Directory Users and Computers" -> Click on "View" -> Select

"Advanced Features". Open one User properties Page (userid: testuser) -> Click on "Attribute Editor" tab -> Double click on "accountNameHistory" attribute This is a Multi-Value attribute, add two Values to this attribute.

4. Open Web screen painter and create a custom column zaccountNameHistory -> Type = String, length = 3000.

5. Open detail_cnt.htmpl page and add a textBox field pointing to zaccountNameHistory Attribute.

6. Map LDAP attribute with SDM attribute into ldap.mod file: OBJECT ldap { ATTRIBUTES

LDAP_Entry { location l; zaccountNameHistory accountNameHistory STRING; }; };

7. Open SDM Application -> Navigate to Contact Detail Page (userid: testuser) -> Click Edit -> Merge Ldap -> Contact is displayed -> Right click and select "Merge into contact".Result:

The page hangs and an error message similar to the one above is shown in the browser console.

DE33985USS is allowing Support Automation Live Chat option outside of Workshift hours:

Steps to reproduce the issue: 1. Currently it is not possible for integrating product (such as USS) to get the Support Automation

Hours details via web services.Example Scenario:

a. Configure USS with Service Desk Manager Data Source.b. Ensure Service Desk Manager Integration is working.c. In Service Desk Manager set Support Automation Hours (example : Sunday to Monday, 9

am to 6 pm).d. Login to USS outside of above set the workshift timings, click on the Chat Link. e. Support Automation Page opens.

Expected Result:Outside the Support Automation Hours, USS should not open the Support Automation Chat link. It should show the appropriate message.

Post Installation Steps Perform the following post-install steps: 1. After applying the USS patch, USS service has to be restarted.

DE35978Angel braces are lost, when doing Manual notification from Incident detailpage.

Steps to Reproduce the issue: 1. Open any Incident detail page 2. Navigate to 'Activities' menu -> 'Manual Notify'.

3. In the Message Body enter: a. line1b. <line2>c. line3

4. Add contact and click Notify. 5. Open the Activity Detail page.

Result: Activities containing tags (html or XML) are lost. Expected: Activities containing tags should be present.

DE34915In IE 11 with default edge mode if you click on ticket number after enabling the Response view Statistics, the ticket number is displayed as Undefined.

Steps to reproduce the issue: 1. Using Internet Explorer 11, login to CA SDM.2. Click on a scoreboard node to get the list of tickets.3. Open any existing ticket and check whether ticket number is displayed properly or not. 4. Enable Response time statistics from the View menu.5. Click on scoreboard node once again to refresh the list 6. Open the ticket once again and check the ticket number is displayed as undefined. 

NOTE: 12.9 need to apply IE compatibility patches T5UG362 and T5UG363 first.

Post-install steps:1. Run the following command:

pdm_webcache -bH

DE33481When using a check box validation rule in a property, the result is displayed in English Yes(checked)/No(Unchecked), and does not match the installed locale.

Steps to reproduce the issue: 1. Create a property for any Category 2. Select the validation rule to be a checkbox save the changes 3. Create a ticket of the category with the property and save the ticket4. Notice that the result of the property will be Yes or No, instead of the selected locale. For

example, Spanish locale (Si/No)

DE32286 If NTLM is enabled, accessing xFlow Analyst Interface with a login URL as http://<host>:port/#/login fails.

Steps to reproduce the issue: 1. Enable NTLM by editing authenticationtype property in E:\Program Files\CA\xFlow\APPS\

Services\incidentmicroservice-0.1-SNAPSHOT\conf\application.conf file

2. Make sure the ACCESS type of user in SDM has "Allow External Authentication" set to YES and Validation type is set to "CA EEM-Use CA Embedded Entitlements Manager".

3. Configure CA EEM to use CA LDAP so that you can seamlessly do NTLM.4. Restart CA SDM and Xflow Analyst Server services.5. Check the URL http://<host>:port/, you should be able to seamlessly login using NTLM (i.e.

without having to enter the username and password).6. Now check this URL http://<host>:port/#/login.

Expected Result: You should be able to login.Actual Result: Login fails.

DE35572 Duration field is shown as integer in the exported excel instead of hh:mm:ss format.

Steps to reproduce the issue: 1. Customize the list_wf.htmpl page by adding est_duration field like:

<PDM_MACRO name=lsCol hdr="Est. Duration" attr=est_duration startrow="no">2. Clear the HTMPl cache by running the following command:

pdm_webcache -H3. Add a classic workflow task to any Change Category.4. Create a new Change Order with the category used in Step 3.5. Navigate to Additional Information, Workflow Tasks tab. Click Export.

Result:The excel sheet generated has Est. Duration value as integer instead of hh:mm:ss format.

DE35572Duration field is shown as integer in the exported excel instead of hh:mm:ss format.

Prerequisites: 1. Install the SOAP UI. 2. Import the attached service offering in CA Service Catalog.3. Open the SOAP UI and create a project importing wsdl file with catalog url like:

http://<host>:<port>/usm/services/RequestService?wsdl

Steps to reproduce the issue: 1. Call Login Service and copy the SessionID.2. Call the SaveRequest service , with details , we get RequestId if success.’

Note: Have a look at the description tab or ALM Test Case for detailed steps.3. Call SaveRequestItems, with requestid, offeringid of the imported offering.4. Call SaveRequestForm, with datefield in the formvaluesdate tag, [NOTE: Shown in description]

DE33065SLAs attached to workflow tasks of an Incident/Problem/Request are not paused when we change the status of the ticket such that ticket SLAs are paused.

Steps to reproduce the issue:

1. Create a new event e.g event1 for Object tupe 'Request/Incident/Problem Workflow Task' with 'Allow time resetting' checked.

2. Navigate to Administration, Service Desk, Service Type.3. Click Priority 1 Resolution.4. Click Requests and then, Request Tasks.5. Click Add Service Type event.6. Search and select the service type event created in step 1.7. Navigate to Administration, Service Desk, Requests/Incidents/Problems, Areas.8. Click Edit and then, click Workflow.9. Click Add Classic Workflow.10. Add relevant details for the workflow and also attach the service type: Priority 1 Resolution.11. Save the workflow task.12. Attach the workflow task created in step 11 to any existing Request category.13. Create a request with the category used in step 12.14. Attach a service type: Priority 1 Resolution to the ticket created in step 13.15. Change the status of the Request from Open to Acknowledged and then, from Acknowledged to

Hold.16. Check that the events attached to the ticket are delayed but the event attached to the workflow

task is still in progress.Expected Result:Service type events attached to the workflow tasks should also be delayed

DE35416When using a screen reader (JAWS 17), with the screen reader preferences set in Service Desk, the user is unable to navigate to knowledge sub-categories. If the user hits tab to get to the section for the hierarchical category list and tabs down the list to a category that has sub categories, if you expand the parent category, and tab down to a sub category hit enter, the focus goes to the top of the list. However, if you manually click on a sub category it pops up a box that says "X number of documents" in that category.

Steps to reproduce the issue: 1. Log into SDM and set screen reader preference then log out and login back.2. Launch JAWS 17.3. Navigate to the Knowledge tab.4. Using keyboard navigation, navigate to a category that has sub categories, and hit Enter to expand

that category. 5. Next, tab down to one of the sub categories that you know has documents in it 6. Hit Enter to select the category.

Note that the focus goes to the top of the Tree and it doesn't actually perform the click operation for the node, hence list is not loaded and no popup mentioning no. of documents.

Post Installation Steps1. Run the following command:

pdm_webcache -H

DE36000 After applying CA Service Management 14.1.04, if time spent is entered as single digit minute on saving or tab out an error message is displayed.

Steps to reproduce the issue: 1. Login to CA SDM. 2. Open an existing ticket (Request/Incident/problem).

3. Navigate to Activities, Log Comment.4. Enter any value below 10 in the Time Spent field and tab out or save the comment. 5. You will see an error message (Time Spent filed highlighted in Red) i.e. "Time Spent: Set duration

exceeds one or more of 9999 hours,59 minutes,59 seconds limits in the respective duration fields"

6. Expected Result: We should not see error message

DE35762On the Incident details page, if multiple activity windows are opened and you try to save from main Edit window (with save button), an error occurs randomly on the child window.

Steps to reproduce the issue: 1. Create a incident and save it.2. Now on the read only Incident detail page, open Activities, Log Comment on the incident.

Keep the window opened and do not close it. 3. Now, also open the Activities, Update Status window.4. Click Save on the New Activity window, that is, on the log comment window.

Result: The below error appears on the Update Status window side: “AHD04423:ERROR: Another user has changed the record since it was first displayed.”

Expected result: Both windows should get closed without any error when user click on save on main window.

Post Installation Steps: 1. Run the following command:

pdm_webcache -H

DE35203 Assignee gets cleared when creating request from web services.

Steps to Reproduce the issue: 1. Login to ServiceDesk web interface as Administrator.2. Install the option 'Area_defaults' and restart CA Service Desk services.3. Login to ServiceDesk from web services.4. Create a new request us0ing CreateRequest web service method by sending the request in

following order:<ser:createRequest><sid>1819376300</sid><creatorHandle>>cnt:5D88B9AC1570514D80721486BEF90E75</creatorHandle><attrVals><string>customer</string><string>cnt:5D88B9AC1570514D80721486BEF90E75</string>

<string>assignee</string><string>cnt:5D88B9AC1570514D80721486BEF90E75</string><string>category</string><string>pcat:5103</string></attrVals><propertyValues></propertyValues><template></template><attributes></attributes><newRequestHandle></newRequestHandle><newRequestNumber></newRequestNumber></ser:createRequest>

Result: The ticket created in Step 4 does not have an assignee field set.

DE32518Date format in the popup of Monthly Change Calendar is different from other date formats. The popup window shows DD/MM as the date format, but other items, such as the Weekly Change Calendar and Scoreboard show MM/DD, which is set in the webcfg file.

Steps to Reproduce the issue: 1. Navigate to the CA SDM installation folder and select the folder \\Service Desk Manager\

bopcfg\www.2. Open web.cfg file and change the date format to any date format except the DD/MM format

and save.3. Restart CA SDM services.4. Login to the CA SDM web interface.5. Create a new change order with a selected start date.6. Select the Change calendar tab.7. Open the month view of calendar.8. At the date that is selected as the start date for the newly created change order, an entry would

appear. Upon hovering over on that entry, a popup window appears showing the date.

DE34450Steps to reproduce the issue:

1. Open a change order.2. Click on manual notify.3. In the description box, provide some network path.

Expected result:It should keep the slashes as it is after save.Result:It removes one slash.

DE35127In a CA SDM installation that has the NX_MAIL_SHOW_TO_CC_LIST installed, it is observed that notifications are not sent to all the group members of the ticket.

Steps to reproduce the issue: 1. Install the option NX_MAIL_SHOW_TO_CC_LIST=Yes.2. Create three analyst contacts in CA Service Desk (contact1, contact2 and contact3), assign email

addresses and set the notification methods as Email.3. Create group grp1 with the above 3 contacts as members.4. Update the Object Contacts for the default initial notification rule for request/incident/problem

Notification Rule so that the Group and the Affected End Users are notified.5. Update the Default initial message template for request/incident/problem message Template

and set the Auto Notification to Yes.6. Create an incident and set the group as grp1.

Result:It is observed that the notifications are sent to only 2 contacts and not to all the 3 contacts in a group.

DE35716Export ticket list is exported with the wrong extension.

Steps to reproduce the issue: 1. Login to the CA SDM Web interface.2. Search the ticket list3. Click Export.

Result:The ticket list may be exported to export.xlsx file instead of export.xlsfile.

DE35925If a user browses for a Knowledge Document from within an Incident and accepts it as a solutionto the ticket, the values of imapact and urgency fields are restored to default values.

Steps to reproduce:1. Login to CA SDM with a valid login credential.2. Navigate to Administration, Knowledge, Service Desk Integration, Field Mapping.

Ensure that the checkboxes for impact and urgency are unchecked.3. Open an incident whose impact and urgency values are other than default values.4. Browse for a knowledge document from within the ticket, whose impact and urgency are empty.5. Open this document and click Accept as Solution.6. This document gets attached to the ticket as a solution and the values of impact and urgency of the

ticket would be set to default values.

Expected Behavior:

When field mapping for impact and urgency is off and knowledge solution has empty impact andurgency values, the ticket's impact and urgency needs to be retained.

DE32107Lookup fields in USS sort problems.

Steps to reproduce the issue: 1. Get the file category.txt from Salesforce case 00643962, import these categories into CA SDM

using PDM_LOAD commandThere should be about 170+ categories.

2. Ensure that CA SDM is integrated and installed with USS, and CA Service Catalog is not installed/integrated with USS.

3. Login to USS and click Request a Service. Ensure that you select incident as ticket type in the CA SDM datasource configuration.

4. Observe the category drop-down values.

Expected: Categories should appear alphabetically sortedActual: Categories are in random order

Post-Install Steps: Perform the following post-install steps:

1. Stop the windows service CA Unified Self-Service Server.2. Navigate to USS Installation directory, for example:

C:\Program Files\CA\Self Service\OSOP\tomcat-7.0.403. Delete the folders Work and Temp4. Start the windows service CA Unified Self-Service Server.

DE34268Steps to reproduce this issue:

1. Have the USS integrated with SDM and CATALOG.2. Now login to the USS, and you don’t see the following in the liferay.log (under …OSOP\logs

folder)ERROR [AbstractWidgetConfig:120] Service Catalog is not enabled in Open Space. com.ca.sfo.portlet.datasource.DataSourceValidationException: Service Catalog is not enabled in Open Space." and other lines about java error

3. Now, disable the Catalog data source.

4. Re-login to the USS, and you’ll have the following in the liferay.logERROR [AbstractWidgetConfig:120] Service Catalog is not enabled in Open Space. com.ca.sfo.portlet.datasource.DataSourceValidationException: Service Catalog is not enabled in Open Space." and other lines about java error

DE34724After password expires, unable to change the password from the Unified Self-Service interface. It continues to gives the change password page.

Steps to reproduce the issue:1. Integrate USS with CA EEM.2. Set the USS authentication from the screen Name to Email.3. In CA EEM, for a User set change password at Next login.4. Login to USS with that User.

Password Expired screen is displayed but password cannot be changed.

Post-Install Steps:Perform the following post-install steps:

1.Navigate to the US4SM\OSOP\ folder and edit the portal-ext.properties file.2.Update the auth.pipeline.enable.liferay.check property to false.3.Save the file and restart the services.

Result: An error appear in web interface in step 4 and 8. Error : AHD03053:Bad where clauseThe where clause has missing AND literals

DE34945Steps to reproduce the issue:

1. Create a user with first name, last name and middle name2. Go to Search > Incidents3. Select the user created in first step as assignee4. Click on save as button, to save search filter

5. Click on My Saved Search6. Click on last saved filter, then click on Show Filter button7. Type the same user again in the assignee field8. Save the search filter

Actual Result: An error appear in web UI in step 4 and 8. Error : AHD03053:Bad where clause The where clause has missing AND literalsExpected result: It should save the filter successfully without error.

Post Installation Steps: 1. Clear the browser cache with below command:

pdm_webcache -b

DE355555Dates Missing from CA SDM Request Work Flow Tasks tab.

Steps to Reproduce the Issue: 1. Create a new request area.2. Add at least one classic WF task to this new request area.3. Create a ticket with this new request area and save it

Note that on the request area, in the Work Flow tab, the Workflow Start Date is not populated 4. Edit the WF task to set it to Approve status 5. Edit the ticket and set the status to Closed and save the ticket

Note that the Estimated Completion Date and Actual Completion date fields are blanked out