service desk management 17.1.0 - docops.ca.com · service desk management – 17.1.0.1 service desk...
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Service Desk Management – 17.1.0.1
Service Desk Manager DE36569 SDM_14.1.01-Sometime Transfer Activity Notification is not sent out to a Group email address Steps to reproduce the issue:
1. Create a new group and Contacts named GroupA and UserA, UserB, UserC respectively. Set employee access type and contact type to UserC. Set other users as an analyst or administrator.
2. Add the email address to the group and all contacts. Select out-of-the-box Notification Method as an "Email".
3. Add created users as a member of the GroupA. Set Notification to Yes. 4. Set the Transfer Activity Notification to Internal. 5. Created a new Incident without assignee and group. Click Save.
6. Edit the created incident and specified the GroupA in the Group field. Click save. In Notification History, the email is sent to the GroupA, UserA, and UserB is displayed. However, no email is sent.
7. Created a new Notification Method, named "mail", with the same method "pdm mail".
Specified it to the Group and all Contacts. 8. Continued the step 6.
The email is sent to GroupA, UserA, and UserB.
DE36130 SDM_17.0 - Auto-suggest dropdown does not disappear Steps to reproduce the issue:
1. Log in to Service Desk as an analyst. 2. In the Service Desk tab, Click Search, Configuration Items. 3. In the family field, type in “Hardware”, the drop-down is displayed.
4. Select from the drop-down list.
5. Click ‘Family’ field textbox and press backspace until autosuggest is displayed. 6. Move to the next field (without hover over the autosuggest). The autosuggest stays open.
DE36288 SDM_14.1.4 - Assignee and Group fields get blanked when Area is changed Steps to reproduce the issue:
Note: Ensure the "Area Defaults" option is installed. 1. Create a new Incident with the OOTB category "Applications” and select any assignee. 2. Click Save.
3. Open the incident again and change the category to "Email" (also OOTB, without any defaults). The assignee field is empty.
DE36294 SDM_17.0 - Root cause search does not display all results Steps to reproduce the issue:
1. Log in to Service Desk as an admin. 2. Click Administrator tab, Service Desk, Application Data, Codes, Root Cause. 3. The list is displayed. 4. Click Create New to create a new Root cause value.
5. Enter the Symbol as "Data Missing/Invalid". Click Save. 6. Click Create New to create another Root cause value. 7. Enter the Symbol as "Data Missing/Invalid Manual". Click Save. 8. Click Service Desk tab. In the Search Menu, click Problems. 9. The Problem search page is displayed.
10. Search for the 'Root cause' field and click on the add '+' sign to open the selection for the Root
cause. 11. The value 'Data Missing/Invalid' is present in the root cause selection with an arrow on the left
of it.
12. Click the arrow and the child field is not displayed.
DE36390 SDM_14.1.03_VA-Inactive contacts or groups can be set when Using Web Services or Text API Steps to reproduce the issue:
1. Create a new group, and then make it inactive. 2. Use the text API command line interface and pass Group=Inactive Group. 3. The ticket is created with that an inactive group on the ticket. 4. The same can be reproduced by using maileater.
DE36503 SDM_14.1.03_SOAP API method remove Attachment (SID, attHandle) fails for orphan attachments Steps to reproduce the issue:
1. Log in to the SOAP API with your chosen weapons (SOAP UI was strict in reproducing this behavior for creating Attachment without object Handle).
2. Create an orphan attachment by calling the API method. Create Attachment (SID, repository Handle, object Handle, description, fileName) and using null for object Handle. Note down the attachment persid returned.
3. Call the API method remove attachment (SID, attHandle) and use the persid saved from step
#2. 4. Error is displayed and same is mentioned in the stdlog.
DE36620 SDM_14.1.03_VA - KT Doc Notifications Tab have Duplicate Columns Steps to reproduce the issue:
1. Login to SDM. 2. Navigate to Administration, Knowledge, Knowledge Categories. 3. Click category that you know has at least 1 document. 4. Open the document. 5. Click "Comments & Notifications" tab and then select the "Notifications" tab. 6. Note the repeating columns: System Login, Alternate Email, Name etc.
DE36933 SDM_14.1.04.1 - 2 digits time calculation doesn't work when over 59 minutes Steps to reproduce the issue:
1. Open an incident.
2. Click Activities Log Comment. 3. Fill in Time Spent field. 4. Click save. The error message is displayed: "Time Spent: Set duration exceeds one or more of
9999 hours,59 minutes,59 seconds limits in the respective duration fields". 5. Before CP4, this value was accepted and automatically transformed in 01:15 (one hour and 15
minutes).
DE36931 00857552-14.1 attachment server Steps to reproduce the issue:
1. Make sure the SDM AA env ready. 2. For the Service Desk attachment repository, change the "Back Ground Service" to "Service
only" and then select an app server as "Repository server". Click Save. 3. Attach a file to a ticket.
4. Delete the file. Attachment is deleted from the web interface; however, the physical file is not
deleted from the app server attachment directory.
DE36913 00857836-Edit Log Comment Successful Message Steps to reproduce the issue:
1. Log in to Service Desk. 2. Open issue 4 and then select the topmost log comment. 3. Click Edit and then click Save. 4. The incorrect alert is displayed.
DE37303 SDM_14.1-Status Transition Steps to reproduce the issue:
1. Set up a change order status transition (Service Desk -> Change Orders -> Change Order Transitions)
2. Select RFC to Approval in Progress. 3. Select the priority. 4. Create new change order or update existing one with status set to RFC and change to
Approval in Progress without changing priority to low. 5. The condition resolves to false. An error is displayed with status changed to RFC.
DE37162 00867788-SDM 17.0 Unable to Export from list page when multiple or long text is searches Steps to reproduce the issue:
1. Click Search Menu -> Incidents to search for this incident. Incident Area = {as defined in the incident} > Hardware Configuration Item = {as defined in the incident} > CI01
2. Click More > More: 3. Fill in Summary and Description. 4. Click Search, incident 22 found. 5. Click Export > See export (1).xls at the bottom. 6. Click show all > Show in folder. 7. Open the .xls with notepad++ >> Data in there properly.
DE37208 CV-GEN-Expected bug USRD Pager Email not working with the option "mail show to cc list" Steps to reproduce the issue:
1. Install mail show to cc list option. 2. Define a contact with email-address and Pager-Email address set. 3. Create a manual notification recipient (step2)
a. Notification method email selected. b. Cc recipient: notification method Pager email selected
>>> the standard log show for contact from step02: bpno+tify nxd 6332 ERROR pdm
mail common. c. 1367 Email address is not set. Email Subject (Incident 22...
no mail is sent >to the contact from step3 an email is sent.
DE37305 SDM_17.0-Searching KDs through Knowledge Categories has an unexpected popup Steps to reproduce the issue:
1. Login to Service Desk with the same user (for whom we set the preferences). 2. Navigate to the Knowledge Tab> View Menu> Knowledge Categories.
3. The list architect KDs Pref.htmpl page is displayed. 4. Click the Advanced Search. 5. The 'Owner' search field is displayed, select owner of the document.
Note: Select the owner other than logged in user. 6. Click Search. The following message is displayed: “Page Load in progress - please wait for
response.” 7. Click OK. The contact search page is displayed with the same contact that was filled in the
owner field.
DE37295 SDM_14.1.04 - 00873539-Scoreboard sizing Steps to reproduce the issue:
1. Open Service Desk and then copy the URL. 2. Size the window to a partial screen (~50% of the screen for example.) 3. Open a new tab paste the URL and then press enter. 4. Maximize the window and expand an item in the scoreboard. 5. Sizing issue is displayed.
DE37487 SDM_14.1.04-SDM - Unable to create a change order with maileater Steps to reproduce the issue:
1. Create a change order template "COTEMP". 2. Define in the Text API Default field for a mailbox change order rule "Change
Default=COTEMP". 3. Send an email to the maileater matching the rule. 4. No CO is created from this template. The standard log shows:
11/03 16:35:27.13 ALTFR01MailTes domsrvr 3848 ERROR domdict.c 1099 Signature error in
make_from_template: too many arguments - expecting 3 but got 4 11/03 16:35:27.13 ALTFR01MailTes spelsrvr 1044 ERROR text_api.spl 691 tapi_apply_optional_template () Could not apply template (test) for object (chg_tpl) Reason:
Bad arguments. Does not match signature.
DE37354 The sdm_17.0-wrong error message is displayed on attachment retrieval Steps to reproduce the issue:
1. Login to CA Service Desk as an admin. 2. Navigate to the Knowledge Tab. 3. Create a new KD document. Fill in the Title and then click Save. 4. On the newly created document. Navigate to the Attachments Tab. 5. Click Attach File and then upload a file (it can be any image or pdf etc.). The file is displayed
in the 'Attachment' list. 6. Click User View on the top right of the KD document. The attached file is displayed. 7. Open the attachment. 8. Keep the knowledge document open in the other window and go back to the Home window of
CA Service Desk. 9. Navigate to Administration Tab -> Attachments Library. Click Attachments. 10. Search for the attachment added to the KD document. (One of the ways to search can be to
click search and order it by ‘Modified By’ descending). 11. Delete the file. Delete confirmation pop-up is displayed. 12. No go back to the Knowledge document and click on the attached file again. 13. The following error message is displayed: 'AHD04401: Authentication Failure', instead of the
File not found.
DE37357 SDM_r14.1.03-Default 'Active' filter setting for Contacts' Groups Steps to reproduce the issue:
1. Log in to Service Desk as an Analyst. 2. Search for any contact (Note: Set default filter as Active). 3. Select the contact and navigate to Groups tab. 4. Click on Show filter tab and note that the 'Active' filter is set to' (See attached: 'Active_Filter
_Group_Tab.jpg').
DE37385 00880133-temporry files not deleted even installed patch T6EE295 to clean up the closing of the browser with x cross Steps to reproduce the issue:
1. Create an incident and ensure the elapsed time of the export is about 10 seconds. 2. Click Export. The export in progress pop-up is displayed. 3. Close the browser while export is in progress. 4. The export in progress is still displayed. The export temp file is still in CATALINA_BASE/temp.
DE37473 SDM_17.0-Search Issues with first names which contain a space Steps to reproduce the issue:
1. Create a contact with two first names for example "Meier, Frank Peter." 2. Create an incident with the "Meier, Frank Peter" as the affected End User. 3. Now search for the Incident with the "Meier, Frank Peter" as the End Username --> empty
contact page is displayed.
DE37802 SDM_14.1.02_The CGI Name is not updated in the cfg file when SDM is installed in E: drive Steps to reproduce the issue:
1. Configured 4 web engines with the name: pdmweb.exe pdmweb_1.exe pdmweb_2.exe pdmweb_3.exe
2. Web director. Run pmd_configure. All web engine working fine.
3. Modified the web engine from pdmweb_1.exe to pdmweb_15.exe from SDM> Administration> System> Configuration> Open Configuration> Web Engines/Web Directors> Click on Web Engine > Change CGI Name > Save Changes.
4. Run pdm_configure > The file E:\Program Files (x86) \CA\Service Desk Manager\bopcfg\www\primary-web2.cfg is NOT updated and shows: Cgi pdmweb_1.exe.
DE37645 00886086-Additional Search Argument String Length Cap Steps to reproduce the issue:
1. Export ticket list and open the file in Excel. 2. Delete unwanted tickets (rows) if any. 3. Delete all columns except the ticket number column. 4. Copy the column (4a) and transpose (4b) so that all the numbers are on one row. 5. Delete all irrelevant columns (5). 6. Save the file as a CSV file.
7. Open the saved CSV file in Notepad, or any other text editor, and you'll see a line of numbers
like this: 1521626,1521611,1521405,1521006,1518730,1517773,1517084,1516887,1515479.
8. Add chg ref num in (at the beginning and) at the end. 9. Prepare such a long list for ADDITIONAL_WHERE, make sure it works in an SDM list screen.
Then try to export the resulting list.
DE37633 SDM_17 Scroll Bar Hides Tabs If Screen Is Not Maximized Steps to reproduce the issue:
1. Login to http://rudra02-e1797/CAisd/pdmweb.exe (casmadmin/interOP@123). 2. Minimize the SDM Window and resize horizontally until the scrollbar appears
Notice that the scrollbar covers the tabs and just the tops of the tabs are visible.
DE37678 SDM_14.1.4.1 - Issue in copying selected text by using Copy option Steps to reproduce the issue:
1. Ensure that the Incident with description field has text. 2. Open this Incident (view mode). 3. Copy part of the text. 4. Paste the text in the notepad. Complete text is pasted instead of selected text.
DE38728 00898347-Incorrect Tenant for Status Transition when Tenancy Groups are used Steps to reproduce the issue:
Test 1. a) Log in as "Analyst, Alpha." See tickets 308627, 279518, 257779. b) Change Status of 257779 from "In Progress" to "Close Requested." c) Save - Only get "User Description is required". d) Complete and Save is successful. Test 2. a) Log in as "Analyst, Bravo." See tickets 310941, 310940, 310939. b) Change Status of 310939 from "In Progress" to "Close Requested." c) Save - Only get "User Description is required". d) Complete User Description and Save - Get additionally "Resolution code is required to resolve or request closure of a case." e) Complete Resolution Code (eg User Error. User PC) and Save is successful. Test 3. a) Log in as "Analyst, Charlie." See tickets 310941, 310940, 310939, 308627, 279518, 257779. b) Change Status of 279518 from "In Progress" to "Close Requested." c) Save - Only get "User Description is required". d) Complete User Description and Save - Get additionally "Resolution code is required to resolve or request closure of a case." e) Complete Resolution Code (eg User Error. DPCAMSSA) and Save is successful. Note that Resolution Code list is different in 3e vs 2e. Test 4. a) Log in as "Analyst, Charlie." See tickets 310941, 310940, 310939, 308627, 279518,
257779. b) Change Status of 310940 from "In Progress" to "Close Requested." c) Save - Only get "User Description is required". d) Complete User Description and Save - Get additionally "Resolution code is required to
resolve or request closure of a case." e) Complete Resolution Code (eg User Error. User PC) and Save is successful.
DE37895 00904327-V17 Menu doesn’t disappear when not hover over Steps to reproduce the issue:
1. Enable the "Mouseover Menu" in preferences. 2. Navigate to the Service Desk tab and then click File drop-down menu. The drop-down menu is
displayed. 3. Move the cursor out of menu items area from the left or right borders of the drop-down menu
and dropdown menu is still displayed. Dropdown menu disappears when the cursor exits the area from the top or bottom of the menu.
DE37926 SDM_17.0-// ITIL Content Pack // Added to File menu item: New Knowledge Document Steps to reproduce the issue:
1. Installed the ITIL package. 2. Verified that the “New Knowledge Document” entry is not present.
DE37923 SDM_17.0 - Failed to copy the file F:/CA/SDM/temp/IMAP61A81 Steps to reproduce the issue:
1. Select "Save Unknown Emails", "Attach Entire Email", and "Force Attachment Split out". 2. Send a mail with an unknown subject (e.g. dsfasdfadffas). 3. Check stdlog
...ERROR FileMng.c 1662 GetFileSize() - Unable to get file size of F:/CA/SDM/temp/IMAP61A815A22C96921228_005.tmp (No such file or directory (2)) ...ERROR FileMng.c 1662 GetFileSize() - Unable to get file size of F:/CA/SDM/temp/IMAP61A815A22C96921228_005.tmp (No such file or directory (2)) ...ERROR FileMng.c 1256 CopyFile() - Failed to open file
F:/CA/SDM/temp/IMAP61A815A22C96921228_005.tmp. (No such file or directory (2)) ...ERROR AttmntMng.c 1051 CUploadLocalFile() - Failed to move file 'F:/CA/SDM/temp/IMAP61A815A22C96921228_005.tmp' to.
4. Check the repository folder -> Here you will find the .eml file with 0 Bytes.
DE38020 SDM_14.1.04.01-db_promote utility fails on import with DURATION fields Steps to reproduce the issue:
1. Update a change category and add at least 1 classic wf task that has a duration value higher than 00:00:00
2. In the admin tab, click data export and then click search. 3. Select the box next to chgcat and then click "data export". 4. Click data export/import history - refresh until you see it completed. 5. go to NX_ROOT\promotion\export\db, and copy the file you just generated to
NX_ROOT\promotion\import\db. 6. Open a command line and navigate to NX_ROOT\promotion\import\db, and then run the
following command: db_promotion import -p {filename of the zip file that was just generated and copied to NX_ROOT\promotion\import\db} Note: The occurred failure that occurs - see the "failure report log".
DE38121 SDM_14.1.04.1-Quick Profile Window Does Not Preserve Size
Steps to reproduce the issue:
1. In IE11, click View>Preferences. Ensure that "Preserve Popup Size" is selected. 2. Select View > Quick Profile, stretch the popup to make it larger and close the window. 3. Select View > Quick Profile again and notice the size of the popup has defaulted back to the
default size.
DE39611 SDM_17.0-Ilimit Error When Closing and Setting Resolution Code To Children Steps to reproduce the issue: Note: Need to install SDM options: @NX_FORCE_RESOLUTION_CODE=All @NX_FORCE_RESOLUTION_METHOD=All @NX_FORCE_ROOTCAUSE=Empty and create a Resolution Code for the tests. Also, load hundreds of tickets into a call_req table for the tests.
1. Load tickets. C:\Users\Administrator\Downloads\cr-extract>pdm_userload -f cr.txt C:\Users\Administrator\Downloads\cr-extract>pdm_userload -f cr-extract.out.
2. Associate children to parent At SQL Management Studio.
3. Select parent, persid, type,* from call_req where ref_num = '32645' -- ticket pai update call_req set parent = 'cr:434015' where ref_num < '32644' and ref_num > '1529' and (status = 'RE' or status = 'OP' or status = 'WIP' or status = 'HOLD') and type = 'I' update call_req set parent = 'cr:434015' where ref_num < '90540' and ref_num > '50001' and (status = 'RE' or status = 'OP' or status = 'WIP' or status = 'HOLD') and type = 'I'
4. Go to the list of Incident tickets. Search the parent ticket at SDM gui search using additional arguments (ref_num = '32645')
5. Open ticket and click edit. Set resolution code - "Código de resolução = SOL01" Click Save.
6. Edit and change status to closed ("Fechada") After parent ticket is closed, all children ticket should be closed as well. Wait for a while and check the SDM logs for the entries such as: 03/06 13:07:32.82 benro15-S10786 spelsrvr 5684 ERROR pcexec.c 6453 Spell interp failed at
cr.spl:2795:cr::set_resolution: limit exceeded 03/06 13:07:37.25 benro15-S10786 spelsrvr 5684 ERROR pcexec.c 6453 Spell interp failed at cr.spl:2820:cr::set_resolution: ilimit exceeded 03/06 13:07:48.28 benro15-S10786 domsrvr 4008 ERROR attr.c 6199 No response to trigger cr::close_descendents (1 time) after 30 seconds; waiting another 60 seconds Check also that not all children took the resolution code, only 1586 tickets have it from 1942: select count(*) from call_req where parent = 'cr:434015' 1942 select count(*) from call_req where (parent = 'cr:434015' and resolution_code = '400001')
DE38647 00918084-Quick View Profile - Alt+P does not do scratchpad; some buttons have a $ instead of a real hot key Steps to reproduce the issue:
1. 14.1.04.1 + T52Y698 2. pdm_webcache, delete browser cache. 3. use QP, search for some records and on the right pane you'll see create a new contact or
update env etc., have a $ sign on some buttons. They should have valid hotkeys.
4. Try alt+p in IE -> scratchpad tab gets highlighted but it does NOT put you on the scratchpad
text section. You need to do an additional "tab" key again to highlight it. In chrome it works fine without the additional tab key.
DE38849 SDM_14.1.04-After install of Cum 4 Value Pack and Rollup Patch No Word Wrap in Description Field Steps to reproduce the issue:
1. Create a new request ticket. 2. Enter the description field a long string of text without space. 3. Text wraps is working in Edit mode. 4. Click Save. 5. The text wrap is not working for the description text. The horizontal scroll bar at the bottom of
the browser is displayed.
DE38505 00923496-Knowledge search ERROR - bad where clause Steps to reproduce the issue:
1. Login to Service Desk. 2. Click Knowledge tab. 3. Search a KD using any word with the default arguments (no additional arguments are added). 4. For first time search, parameters added to the "additional arguments" field. 5. For second time search, new arguments is added to the field. 6. The third search fails due to invalid arguments.
DE38353 SDM_14.1.03.01_VA-Unable to set parent incident on the new incident before saving Steps to reproduce the issue:
1. Create an incident and save it. 2. Create another incident and click the relationships tab, and attempt to set the first incident
you created in step 1 as the parent incident on this new incident. 3. The following error is displayed: "Error 1 attempting to set the parent to "cr:422151":
AHD05999: Parent ticket type is not same as current ticket type. 4. Clear out the parent ticket from the relationship tab, and then save the new incident. 5. Now go back into edit mode on that new incident, and add the parent ticket in the relationship
tab, and then save the new incident and it will work.
DE38670 CV-GEN-INQUIRY_SDM_14.1.01-Issue with Status transition a multi-tenancy Steps to reproduce the issue:
1. Login to SDM as an administrator. 2. Create a new incident:
- Tenant: CRF Health - AEU: Dragu, Oana - Assignee: Dragu, Oana.
3. Set the status of the incident to 'Shipping'. 4. Set the role of the Administrator to 'Client Supervisor CRF' and then click Set Role. 5. Go to the incident created in step 2. Then Activities/Update Status. Set the status to 'Closed'
and then click save. This should save successfully. Note: The transition for Shipping to Closed for tenant CRF Health has 'Must Comment' set to Y. The above step should have failed as no comment was provided. I believe it was using the transition from one of the other tenants in the group.
DE38592 SDM_14.1.02-SDM14.1.02_17.0: The Start Position option in the Time zone Detail is not working Steps to reproduce the issue:
1. Check the time zone "Western Europe" has as the start position for DST Last-Sunday-March. 2. Create a change window with type Blackout starting the first Saturday in March 3.3.2018 at
14:00 ending same day at 16:00. 3. Change the Calendar > inserted blackout 3.3.2018 14:00 until 16:00. 4. Create a change window with type Blackout starting the first Sunday in March 3.3.2018 at
14:00 ending same day at 16:00. 5. Check the Change Calendar > inserted blackout 3.3.2018 13:00 until 15:00.
This is wrong!
DE38640 SDM_14.1.04-Missing Audit Trail Ticket Activity Log List Search Knowledge Steps to reproduce the issue:
1. Create and Save an Incident ticket. Note that there is no "Audit Trail" entry on the Logs Tab > Activities subtab.
2. Click on the Knowledge Management tab of the new incident, click on the Knowledge subtab, enter some text in the "Search Terms" field, click the Search button.
3. Click on the Logs tab, click on the Event Log subtab, notice the new entry in Event Log (Event
is "User searched knowledge". 4. Click on the Logs tab, click on the Activities subtab, notice that there is no new Audit Trail
entry.
DE38795 SDM_14.1.04 RU1 REP DAEMON does not start after adding a domsrvr Steps to reproduce the issue:
1. Create SDM 14.1 Cum 4 Rollup 1 Environment with 1 primary and 1 secondary server. 2. Create a new configuration for secondary server and add 1 domsrvr and 1 rep_daemon. 3. Run pdm_configure in primary and restart environment.
DE38609 SDM_14.1.04 - Delayed notification due to work shift does not get sent Steps to reproduce the issue:
1. Create a work shift (Test) of the following schedule Sun - 'Sat {01:00 PM - 05:00 PM}'. 2. Create 2 Analyst contacts, Contact1 and Contact2. 3. Create a group, Group1 and add Contact1 and Contact2 as members. 4. For contact1 only, set the Notification Method to 'Email' and the Work shifts for Notification
Methods to 'Test' for all settings. 5. Now set up the Initial Activity Notification. b
Go to the 'Default initial Notification Rule for request/incident/problem' and set Group in the Object Contact Notification List. Go to the 'Default initial message template for request/incident/problem' Message Template
and set Auto Notification to Yes. 6. Now create a new incident outside of the Test work shift schedule and set the group to
Group1.
DE38488 NATSA03- SDM 17.0 mdb registration nxd failure Steps to reproduce the issue:
1. Login to CA SDM with an Analyst role which can create CIs. 2. On the Service Desk tab, click the Search Menu and then click on Configuration Items (CI). 3. Create a CI with name test and choose any class and click on continue. 4. There is no activity and the user gets the "Delayed Server Response" page.
DE38617 SDM_17.0 - Initialize Parent with Maileater Steps to reproduce the issue:
1. Add CHANGE. PARENT=parent. INTEGER.lookup_change_order to the text_api.cfg file. 2. Send a mail with %PARENT=123
-> this will create a new CO with the PARENT set to Change Order 123 this results in an error in the stdlog:
3. Do the same for Incidents: INCIDENT.PARENT=parent. STRING.lookup_cr_ticket spelsrvr 6100 ERROR pcexec. c 5573 Attempt to call unknown method lookup incident.
DE38689 00938462-Duplicate properties added when Area is changed Steps to reproduce the issue:
1. Ensure that the tasks option is installed.
2. Create two incidents areas A1 and A2. A1 has one Approval task with sequence 1 and A2 has 2 approval tasks with sequence numbers 1 and 2.
3. Create and save a new incident using A1...you will see it has task 1 approval. 4. Edit this incident change the area from A1 to A2 and save...you will see it has three approval
tasks numbered as 1,1,2, not the right ones 1, 2, 3. As such, there will be duplicate sequence number for this incident tasks.
DE38979 00942888-CACF verification not working for CI Name Steps to reproduce the issue:
Create 2 managed attributes under configuration Control for 2 attributes "Name" and "dns_name".
1. In Configuration Control > Managed Attribute List and set it up only with one managed attribute "name" (so you have two records in the list "*" and "name").
2. Go to Configuration Control > Verification Policies and check you have only one verification
policy setup for Rogue Update, Any Managed Attribute and Allow Attribute Update and no filter).
3. Take any CI, check it is not attached to any Change Order. 4. Edit the CI and change its Name, Save, See Rogue change detected message. 5. Go to Verification Log and see the corresponding record (it works). 6. Go to Configuration Control > Managed Attribute List and add a managed attribute
"dns_name" (so you have three records in the list "*", "name" and "dns_name"). 7. Take the same CI as above and change its DNS Name, Save, See Rogue change detected
message. 8. Go to Verification Log and see the corresponding record => so far so good, as expected. 9. Take the same CI as above and change again its Name, Save, however no Rogue change
message. 10. Go to Verification Log and there is no new message about Name.
Note: if you add any other managed attribute, it works properly. only with the dns_name attribute. It seems "dns_name" attribute conflict/override "name" attribute.
DE38757 SDM_17.0-grloader error Steps to reproduce the issue:
1. Create an input file test.csv. name; Höla Cat; Meow Dog; Wuff Horse; Ii-has
Frog; Grrr Mosquito;zzzzz.
2. Create a rule file cover. rule attribute name Höla dns_name
3. Create a configuration file grloader.cfg grloader.csv.separator=; grloader.workarea.changeorderrequired=no
4. Create a bat file test.cmd grloader -u service desk -p Support0 -s http://localhost:8080 -I test.csv -tf conver.rul -ad
object type=ci -ad class=Server -lttwa -cfg grloader.cfg -E -T 10. 5. Run test.cmd -->
Cat Meow Server Dog Wuff Server Horse Ii-has Server Frog Grrr v Server Mosquito zzzzz Server
DE39170 SDM_17.0_Assignee gets cleared out when attaching Area with group Steps to reproduce the issue:
1. Assign a group to an Area. 2. Open new Incident (or Request). 3. Start filling up values for Requester, affected end user.
Note: The assignee has already a value. 4. Fill up the Area with one that has a group associated. 5. After selecting the Area, note that Assignee value gets cleared, and the group value is
automatically filled with the group coming from the Area.
DE38901 SDM_14.1.04.1 - Assignee (not in a group) clears group in Transfer Steps to reproduce the issue:
1. Make sure @NX_GROUP_ASSIGNEE_INDEPENDENT=Yes is set in NX.env.
2. Create a group GRP1 with no members SCENARIO 1 ---------- - open any Incident, which is assigned to "administrator" - click the "Group" lookup - select GRP1
-> the assignee is erased n SCENARIO 2 ---------- - open any Incident, which is assigned to "GRP1" - click on the "Assignee" lookup -> no assignee is listed SCENARIO 3 ---------- same as SCENARIO 1, but in "Activities->Transfer". SCENARIO 4 ----------- same as SCENARIO 2, but in "Activities->Transfer".
DE38886 SDM_17.0 - Ortographic check does not mark the word Steps to reproduce the issue:
1. Open a new Incident. 2. Add the description "Here is a false word in this line". 3. Click on "Spell Checker". 4. 14.1 -> The wrong word "false" is highlighted.
17.0 -> The wrong word "false" is NOT highlighted.
DE38908 SDM_17.0 - Data error while copying a survey template Steps to reproduce the issue:
1. Log in as an Administrator. 2. Navigate to the Administration Tab->Service Desk->Surveys->Survey Templates. 3. You will get the survey template list. 4. Take an existing Survey (which has a couple of questions and answers) or create a new one
with 2 questions and 2 answers each. 5. One the detail page of the above-selected survey, navigate to the File menu and click Copy. 6. The copy of the survey will be created and the same will open in an Edit window. 7. Click Cancel (do not click on Save). 8. The survey will not be available, but the data in tables survey_atpl and survey_qtpl will be
created. Now we have entries in both tables, which point to a template, that does not exist.
DE39150 00959166-Default Urgency is incorrect depending on data entry method used Steps to reproduce the issue:
TEST 1 - Analyst Interface 1. Set up a Priority Calculation matrix, as per the screenshot in the file "00959166 - JOHNSON
ELECTRIC HOLDINGS LIMITED.zip". The key settings, which are same as out-of-the-box, are: * Override Urgency = YES * Default urgency is "3-Quickly"
2. Change the Default Urgency in Incident Area * Applications = "5-Immediate" * Hardware" = "1- When possible"
3. Login as Analyst and create a new Incident. The Urgency will default to "3" (Correct).
4. At this point, run through a variety of tests. The correct result is that whenever "Hardware" is chosen, then Urgency should show as "1",
and when "Applications" is chosen than "5" 'should be the result. However, this is not always seen. Please try below tests. * Select Applications from the Lookup. Urgency should change to 5. * Select Hardware from the Lookup. Urgency does not change to 1 (but should.) * Select Applications from the Auto-Suggest eg Enter "Appli" and then click on "Applications" from the Auto-Suggest. * Select Hardware by entering in the full text "Hardware", do NOT choose the Auto-Suggest
value and Tab out of the field. * Same test, but "Save" instead of Tabbing out of the field. Result: If you perform the above tests, then you will find that the Urgency does downgrade correctly if
the value is taken from the Lookup or from the clicked Auto-Suggest when going from Applications to Hardware, but not when entering the full or partial text and Tabbing or Saving. Note also that this is at odds with the SDM 12.9 behavior, which does allow Urgency
downgrading. Unlike SLAs, there is no Option to turn on or off Urgency downgrading. Although it is not documented, I am assuming it should always be available. TEST 2 - Employee interface Perform a similar test, except that note this time the Urgency does not update at all until a Save is done. Again, this update should be immediate. Result: Need a Save to update the value.
DE39091 00960742-REST interface bug Steps to reproduce the issue:
1. Create a new CI via Web Client. 2. Update the same CI via REST API and make it Inactive using its common name:
PUT http://valre03-e4678:8050/caisd-rest/nr/U'23C88B2373ADDF4F9AE56F9067717790' <nr> <delete flag COMMON_NAME="Inactive"/> </nr>
3. The above is successful 4. Now update again but now try to set it back to Active.
DE39607 SDM_17.x Font Change detailMakeReq Steps to reproduce the issue:
1. Open a 17.x system. Edit a form, detail_chg for example, and add the following code in "script": function set_required_fields_by_category()
{ //var a = document.getElementsByName("SET.chgtype")[0]; // 'Type' Dropdown var b = document.getElementById("df_0_2").value; // 'Category' var c = b.substr(0, 5).to Lowercase(); var d = b.substr(0, 4).to Lowercase(); if ( c != "" ) { if ( c == "Email" ) { // If the category = 'Email' then make 'Authorized Approver' and 'Schedule Start Date' required detailMakeReq("cab,sched_start_date"); detailMakeReq("effort,backout_plan", true); // Otherwise make none of these fields required } else { detailMakeReq("effort,backout_plan,sched_start_date", true); detailMakeReq("cab", true); } } }
2. Then alter the Category PDM_MACRO. 3. Create a Category "Email" for Change Orders, and associate this Category to the case. Notice
that the CAB field's font changes.
DE39693 Spill_SDM_14.1_Activitie Update Status Steps to reproduce the issue:
1. Create a Change Order. 2. Using Activities. Update Status. 3. Set Status to Approved. 4. It is refused. 5. Set Status to Approval in Progress. 6. Now check the Activities Logs. Status changed from 'RFC' to 'Approved' is displayed.
This is the bug.
DE39698 00982393-Manual notification TO/CC not working for customized method after CUM4 Steps to reproduce the issue:
1. Install the option mail_show_to_cc_list. 2. Create a new notification method with notification method as: pdm_mail'. 3. Create 4 contacts with a valid email address and having the notification method set to the one
created in step#2 for all urgency levels.
4. Create a ticket. 5. Go to activities and click on Manual Notify. 6. Add two contacts created in step#3 in the to' list and other two in 'CC' list. 7. Choose the custom notification created in step#2 as the notification method. 8. Click on notify.
DE39882 SDM_14.1.4.1 - Export Function: open/save dialog prompt only showed on SDM main page (Internet Explorer 11) Steps to reproduce the issue:
1. Open any CI 2. Open the list of attached Incidents. 3. Export
-> The dialog popup appears on the "Configuration Item List". -> Therefore it's invisible for the user.
DE40246 The 01005191-mail queue is stuck both in Prod and Dev, was working until today since upgrade to 17.1 this weekend Steps to reproduce the issue:
1. Create a Message Template with some content in HTML Message field but nothing in Notification Message Body (if you want you could nullify that MDB's ntfm.notify_msg_body
column and pdm_cache_refresh -t Notify_Msg_Tpl. 2. Try to utilize this template via a notification that SDM can send over email. 3. The email will not be processed, mail_nxd.log will show error mentioned above. 4. Add some text to the Notification Message Body field now, and repeat triggering notification
email to be sent. 5. It'll work now.
DE40949 The 01066374-A French form is displayed when the user attaches an event Steps to reproduce the issue:
1. Open or create a new incident. 2. Go to tab "3-TIPO DE SERVICIO". 3. Click "Adkuntar even to del tipo de servicio". 4. A new window appears with French text. Template associated to "att_stype_event. htmpl"
located in C:\Program Files (x86) \CA\Service Desk Manager\bopcfg\www\htmpl\web\analyst.
DE35286 SDM_17.1_SCO73052_DE35286_Unparseable date error from RetryITPAMEvent function Steps to reproduce the issue:
1. Create a new Macro called 'TestMacro' of macro Type 'Execute CA IT PAM Action'. 2. Create a new Event and associate the macro created in step 1.
3. For 'Update Status' Activity Notification of R/I/P, add the event created in Step2 such that it gets triggered on any change of status.
4. Turn off (Shut down) the CA ITPAM server. 5. Open any existing ticket and update the status. 6. SDM tries to trigger the ITPAM process and since the ITPAM is down, the event will be moved
in 'Unkown' Status which can be checked in the 'View' -> 'Event History' of TIcket detail. 7. After a while say 2 minutes, start the ITPAM services.
8. After some time, rpc_srvr tries to reset the Unknown ITPAM events.
DE36980 SDM_12.9-Activity logging for custom field not working Steps to reproduce the issue:
1. Login to Service Desk Web Screen painter. Open the Schema designer. 2. Under 'chg' object Add a new column for eg., 'zprev_req_info_f'. 3. In the Advanced tab, under Site-Defined UI_INFO enter 'AUDITLOG'. Save and publish the
changes. 4. Again login to web screen painter and open 'detail_chg.htmpl' file and a new text field with the
attribute created in Step3 and save. 5. Now login to Service Desk Web Interface. Navigate to 'Administration' -> 'Notifications' ->
'Activity Associations'. 6. Create a new Activity Association for the attribute 'zprev_req_info_f' on Field Update. 7. Create a new Change Order and after creating update the above field created with some
information.
DE37211 CV-GEN-INQUIRY_SDM_17.0-Problem with javascripts Steps to reproduce the issue:
1. Unzip the attached file to $NX_ROOT/site/mods/www/htmpl/employee. 2. Login as an employee and search for incidents. 3. On the search page's, search filter, open the Location lookup and select a Location.
DE37147 CV-TRACE-REVIEW_SDM_14.1.03-LOG ERROR using maileater Steps to reproduce the issue:
1. Login to Service Desk Login with a analyst user. 2. In the Service Desk Tab. Click on Search -> Configuration Items.
3. Goto the field family and type “Hardware”, such that you have multiple entries in the dropdown.
4. Select one of the entries by mouse. 5. Once the element has been selected and filled by autosuggest, go back again to the ‘Family’
field textbox. 6. Now press a back-space from the end such that one or more entries occur in the autosuggest. 7. Now press tab or goto the next field by the click of mouse (without touching the autosuggest).
DE37182 SDM_17.0_Unable to launch Support Automation from email URL link Steps to reproduce the issue: Pre-requiste: SDM should be configured with Support Automation and Email. UnInstall encryption option(use_encrypted_sid_and_cookie) if it is already installed.
Path: Administration->Options Manager->Security
Recycle SDM Services This Test case is with non encrypted option.
1. Create an Incident or Search for existing incidents.
2. Open the above created incident. 3. Launch Live Assistance under Activities Menu. 4. Type custom message and Click Launch. 5. Login into End user email account (Ex: https://mailsdm/owa). 6. Click on the link 'Assistance: Invite End User to a Session - Incident' notification email to join
a SA Chat session. Note: Perform Step 1 to 6 with Install encryption option(use_encrypted_sid_and_cookie) if it is not
installed. Path: Administration->Options Manager->Security Recycle SDM Services.
DE37994 00910259 - SDM 17.0 - Searching for a Group with commas and spaces yields a Contact Search popup Steps to reproduce the issue:
1. Create a Contact with last name as 'Last' and first name as 'First1 First2'. 2. Navigate to Incident search page.
3. On search filter, select 'Last, First1 First2' in Affected End User field. 4. Click on Search.
Result: The search is performed. But a contact search popup window opens.
DE39326 SDM_17.0-stdlogs filled when running pdm_k_reindex Steps to reproduce the issue:
1. From Administration tab, change the language of Knowledge Parse settings to 'Other uropean'. 2. Create a new knowledge document with the following information:Title: Test Resolution: •Por favor, escolha a área de solicitação.
3. Publish the document.
4. Run pdm_k_reindex. Result: The command finishes sucessfully. But following messages are observed in standard log files. "pdm_k_reindex 3708 SIGNIFICANT String.c 646 Invalid characters encounter in ¢para".
DE38639 SDM_14.1.02_Error when using createRequest method in SDM Steps to reproduce the issue:
1. Login into ServiceDesk Web UI as administrator. 2. Nagivate to Administratrion-->ServiceDesk -->Requests/Incidents/Problems --> Areas
For any Area e.g. Applications,Click on " Add Properly". 3. Enter any sequence number e.g. 1, check the "Value Required" check box and enter any Label
value e.g Test. 4. Click Save.
DE38854 SDM_17.0-Right Click Menu Truncates on Go Button field Steps to reproduce the issue:
1. Login the Service Desk manager as an analyst. 2. Right click on the GoBtn frame.
DE39840 SDM_r14.1.04-Maileater ""Not Running"" Steps to reproduce the issue:
1. Send a very large email message (greater than 2MB) to the maileater's email id. Result: pdm_maileater_nxd process may terminate.
DE39061 00956525-Attachments not being deleted from background server in advanced availablity configuration Steps to reproduce the issue:
1. Attachments not being deleted from background server in advanced availablity configuration. 2. Validate multiple Attached formats .doc, jpeg, xml.
DE39512 SDM_r14.1.04.1-Script tag when keeptags = yes Steps to reproduce the issue:
1. Login to WSP and add the 'keeptags=yes' on the Description field of the Incident screen (detail_in.htmpl), save the change and publish the screen.
2. Now try to create the ticket with following code in the description field: '<script>alert("test
alert")</script>'. After saving the ticket. Observe that the ticket detail is now distorted and the ticket cannot be viewed anymore.
DE40247 01003922-Maileater doesn't work after upgrade from 17.0 to 17.1 Steps to reproduce the issue:
1. Configure SDM Mailbox.
2. Open SDM mail server and send mail from an existing user of server to Mailbox.
3. Based on subject and other attributes, ticket should get created successfully in SDM.
DE40299 01006101-After upgrade to SDM 17.1, the string1 attribute on incident is not working as expected Steps to reproduce the issue:
1. Send an email with the following body, ensure that the email is sent as Rich Text / HTML: %summary=Testing for Alex this Time Email whitelist - Eva Honzik %category=Email %STRING1=one
%STRING2=two %REQUESTOR=servicedesk %CUSTOMER=casmadmin %STATUS=Open %GROUP=group1 %ASSIGNEE=servicedesk
%DESCRIPTION=Entered on 04/06/2018 at 1:08:24 PM CDT (GMT-0500) by David
Result: Everything after %STRING1 will be added as a log comment.
DE40300 01007604-After upgrade to SDM 17.1, Mail Eater parsing breaks on certain characters and stops processing entirely Steps to reproduce the issue:
1. Configure SDM Mailbox.
2. Open SDM mail server and send mail from an existing user of server to Mailbox.
3. Send a mail using subject having prefix as in (Incident for example), %Description=TEST and attaching a sample.HTML file.
4. Based on subject and other attributes, ticket should get created successfully in SDM.
DE39538 00966643-Takeda 17.0 Parse error Steps to reproduce the issue:
1. Add z_sc_filter to chgcat (the type will be string length 4000).
2. Adapt detail_chg.htmpl rootcause will be a dropdown filled by category.z_sc_filter screen shot "adapt_detail_chg.png".
3. Adapt detail_chgcat.htmpl screen shot "adapt_detail_chgcat.png".
4. We created two root cause screen shot "two_rootcause.png".
5. Open SDM console search for change order, open the change order 25 edit CO 25, the rootcause dropdown is empty. Due to bad where clause, there is no value.
DE39561 00966643-Takeda 17.0 Parse error Steps to reproduce the issue:
1. 1/ add z_sc_filter to chgcat (the type will be string length 4000). 2. Adapt detail_chg.htmpl
edit C:\PROGRA~2\CA\SERVIC~1\site\mods\www\htmpl\web\analyst\detail_chg.htmpl change to rootcause will be a dropdown filled by category.z_sc_filter screen shot "adapt_detail_chg.png".
3. Adapt detail_chgcat.htmpl screen shot "adapt_detail_chgcat.png" edit C:\PROGRA~2\CA\SERVIC~1\site\mods\www\htmpl\web\analyst\detail_chgcat.htmpl detail_chgcat.htmpl.
4. We created two root cause screen shot "two_rootcause.png". 5. Open SDM console
search for change order, open the change order 19 edit CO 19, the rootcause dropdown is "empty". Due to bad where clause, there is no value.
DE38887 SDM_14.1-USRD#2726_Does_Not_Include_PDM_RFBROKER_Process Steps to Reproduce:
1. Enabled two (2) NICs on the CA SDM server. 2. Ensure that you have the NX_PICK_FIRST_IPV4=Yes setting within the NX.ENV file. 3. Restart CA SDM server. 4. When the CA SDM service is started and the PDM_RFBROKER process initiated, it fails to read
the NX_PICK_FIRST_IPV4 variable and assign the correct IP address.
Following error is seen within the STDLOG
SDM_HOSTNAME proctor_TST-SDM-A 1256 SIGNIFICANT pdm_process.c 572 Process Started (6464):C:/PROGRA~2/CA/SERVIC~1/bin/pdm_rfbroker_nxd SDM_HOSTNAME pdm_rfbroker_nxd 6464 VERBOSE init.c 400 ** LOGGER ** LOGGER_NX object (stdlog) created. SDM_HOSTNAME pdm_rfbroker_nxd 6464 VERBOSE socket_port.c 1129
SOCKET_PORT(PORT_SERVICE_SLNX) (Minimal) SDM_HOSTNAME pdm_rfbroker_nxd 6464 TRACE tcp_port.c 492 IPv6 address information retrieved on this os SDM_HOSTNAME pdm_rfbroker_nxd 6464 TRACE tcp_port.c 564 Target ip is SDM_HOSTNAME, and addrInfo->ai_family is 2 SDM_HOSTNAME pdm_rfbroker_nxd 6464 TRACE tcp_port.c 681 Connection made to IPv4 port 2100
SDM_HOSTNAME pdm_rfbroker_nxd 6464 TRACE tcp_port.c 564 Target ip is SDM_HOSTNAME, and
addrInfo->ai_family is 2 SDM_HOSTNAME pdm_rfbroker_nxd 6464 TRACE tcp_port.c 681 Connection made to IPv4 port 2101 SDM_HOSTNAME pdm_rfbroker_nxd 6464 MILESTONE hrtbeat.c 108
NX_SLUMP_HEARTBEAT_TIMEOUT is set to (900) SDM_HOSTNAME pdm_rfbroker_nxd 6464 MILESTONE api.c 773 Setting Process Ident to 72000 SDM_HOSTNAME pdm_rfbroker_nxd 6464 TRACE address.c 924 ipv4 address found is 10.165.77.132 for node SDM_HOSTNAME SDM_HOSTNAME pdm_rfbroker_nxd 6464 TRACE address.c 924 ipv4 address found is 10.165.77.132 for node SDM_HOSTNAME SDM_HOSTNAME pdm_rfbroker_nxd 6464 MILESTONE api.c 663 This host's slump id is 5282 (host id
2719219712) Therefore, each time after restarting the CA SDM server, there are two (2) additional tasks required:
5. Down the secondary network adapter. 6. Restart the CA SDM service.
DE39252 00961628-Right Click > Copy and Paste Steps to Reproduce:
1. On a ticket detail screen in 14.1.04.1 release, try to do a Right Click and Copy on a specific field (example: summary field).
2. To verify what was copied, paste it into a notepad. Notice that it copied only the highlighted
text. 3. Repeat the same in 17.0 release: Right-click>Copy and Ctrl-C both capture only the
highlighted text. If no text is highlighted, the right-click>Copy function is unavailable. 4. Repeat the same in 17.1 release: we see the same behavior as in 14.1.04.1.
DE39264 SDM_17.0_NSM_integration Steps to Reproduce:
1. Install NSM agent without Worldview on Service Desk server. 2. Install Service Desk.
DE39010 SDM_14.1.04_prev_time_and_ktd_duration_are_not_populated_in_usp_kpi_ticket_data Steps to Reproduce:
1. Stop SDM Services. 2. Restore data provide by customer in usp_kpi_ticket_data table. 3. Set the following in NX.env.
@NX_KPI_TICKET_DATA_MAX_ROWS=15000 @NX_KPI_TICKET_DATA_TABLE_DELAY=300
4. Start SDM Services. 5. See the prev_time field is not populated in usp_kpi_ticket_data for all rows. See in
bop_logging logs that Update_Ticket_Data item is not showed for kpi_qry_daemon process.
DE40333 01006773-Web Services ticket not created in ITSM 17.1. Steps to Reproduce:
1. Log in SD with an administrator. 2. Verify the access type used by the userid used to connect to the web services. 3. Go to the access type list and to the WSP tab. 4. Ensure that the 'Preview Session Can Update Database' is checked, by default is unchecked.
5. Try to use the login method in the SOAP WS, you will notice that they will fail.
DE39826 SDM_17.1-Documentation for PDM_Perl step for SDM 17.1 upgrade incomplete Steps to Reproduce:
1. Navigate to https://docops.ca.com/ca-service-management/17-1/en/installing/post-installation-tasks/ca-service-desk-manager-post-installation-tasks.
2. Run the PDM_Perl Command Utility.
3. Navigate to NX_ROOT\bin and run the below command: pdm_perl pdm_rm_files.pl DVD500000000001054.
DE39508 00975228-17.1-Files in French on Spanish installation Steps to Reproduce:
1. Install SDM 17.1 choosing Spanish as the language. 2. When attempt to attach an event to a service type the page is in French language, not
Spanish as it should be. The page is att_stype_event.hmtpl.
DE39937 00988606-Issue with Grloader in CA SDM 17.1 Steps to Reproduce:
1. Issue was originally observed with a CSV file that customer provided that they were using with grloader, it should be the same with any other files too.
2. Test grloader with customer's CSV file against 12.9 release of SDM first using syntax like this (ORDBCI is the file name here) grloader -u UserName -p Password -s http://hostname:8080 -E -i ORADBCI.csv -sss ORADBCI -aer yes -a.
3. Note how long it takes to finish the load, the file has about 250 records and it processed in 15-30 seconds.
4. Repeat the same step#2 above against a 17.1 server, it takes about 6 minutes. In 17.1 SDM logs you would see messages like this (which do not appear in 12.9 release)
03/20 07:53:17.89 SDMHostName sqlagt:select4 4252 SIGNIFICANT sqlsrvr.c 2062 The limit set by NX_SQL_QUEUE_LIMIT of 200 has been reached. FETCH Message queuing has begun.
03/20 07:53:18.16 SDMHostName sqlagt:select4 4252 SIGNIFICANT sqlsrvr.c 2146 FETCH Message queuing has stopped. Message handling has returned to normal. Max in queue was:1 03/20 07:53:18.70 SDMHostName sqlagt:select4 4252 SIGNIFICANT sqlsrvr.c 2062 The limit set by NX_SQL_QUEUE_LIMIT of 200 has been reached. FETCH Message queuing has begun.
CA Service Catalog
DE40387 CA Service Catalog, users are not able to add notes on the Service Requests they are working on. Steps to Reproduce
9. Log into CA Service Catalog as spadmin. 10. Create a request which has huge form (about 3-4 pages) 11. Add Notes to the Request before submitting in notes section. 12. After submitting request try to open the notes in request.
It is observed that when you click on notes, the window will not be pop up in IE11.
DE40315 After upgrading to CA Service Management 17.1, unable to connect to Oracle data sources. Steps to Reproduce
13. Log into CA Service Catalog as spadmin (oracle environment). 14. Navigate to Administration, Report Builder, Data Objects, click <Create Data Object>. 15. In Data Object, open the <New Data Object> page, click <Query Builder>. 16. See the <Report Query Builder: Define New Query > page, in this page click on <Add Data
Source>. 17. In the <Define Data Source> Page, Select Type as <Oracle> fill all required details
(hostname/Service Name/ DB port/Login ID/Login Password. 18. Click TEST and confirm test successfully and CREATE new data source. 19. New Data source should be successfully created, and new reports should be created based on
this data source.
DE34952 CA Service Catalog with USS allows approval to be skipped. Steps to Reproduce:
1. User creates a request which has to be approved by Approver A and then by Approver B.
2. Approver A logs in to Unified Self-Service (USS) and opens the details of the request to be
approved.
3. Approver A then logs in to USS again in a separate window and opens the details of the request
to be approved. (Approver A now has two identical USS windows open with the same request in
both windows.)
4. Approver A approves the request in one of the USS windows.
5. Approval moves on to Approver B. You can verify this in CA Service Catalog.
6. Approver A approves the request again in the second window_______. This works without
errors.
7. The request is now approved, even though Approver B did not approve the request.
As a result, Approvers are getting skipped, which goes against the business rules.
Note: This issue cannot be produced if a policy-based approval is used and can be reproduced only if a simple CA Process Automation Workflow process is used. This issue also cannot be reproduced in CA Service Catalog and is only seen in USS.
DE34580 Set Proxy feature not working with Load Balanced App Servers Steps to Reproduce: To reproduce this problem, you will need to have 2 clustered catalog nodes.
1. Raise a request in CA Service Catalog UI.
2. Perform the following web service call via Soap UI in the following sequence:
a. assignPendingAction (to a user) - Server 1.
b. setProxy (to that user, i.e. the approver) - Server 2.
c. updateRequestStatus (to 800) - Server 1.
3. Verify the request status history in CA Service Catalog UI.
You will notice the request was considered to be approved by initial catalog login account instead of that setProxy() one.
DE35170 Advanced search - Problems with accented characters in search strings. Steps to Reproduce:
1. Log in to CA Service Catalog as CASMAdmin user.
2. Navigate to Requests, Find Requests.
3. Click search icon to initiate Advanced Search.
4. Select Request By User Last Name, and enter Řimánek.
Click Add then click Search.
5. From one of the requests, select Transfer from the Actions drop-down list.
6. The link at the top right pane of the UI displays Return to open requests and not Return to
search.
7. Now, initiate a search again and Navigate to Requests, Find Requests.
8. Click the search icon and to Advanced Search.
9. Select "Request By User Last Name", and enter "System". Click on "add" then click on "Search".
10. From one of the requests, select "Transfer" from the "Actions" dropdown.
11. Click on "Home" at the top left.
12. Go to "Requests", "Find Requests".
13. Click on the spy glass for "Advanced Search".
14. Select "Request By User Last Name", and enter "Řimánek". Click on "add" then click on "Search".
15. From one of the requests, select "Transfer" from the "Actions" dropdown.
16. The link at the top right now says "Return to search". Click on this link.
17. You are now returned to the search results from the "System" search in step 9, not the search
for "Řimánek" in step 14. The search you return to is not the last search you executed, it's an old
one.
You are now returned to the search results for system search and not the search for "Řimánek". The search you return to is not the last search you executed, it's an old one.
DE36346 Requests can be submitted with invalid XML characters Steps to Reproduce:
• System: wolja05-141 - 14.1.04
• administrator/Lvl1supp
1. Raised request 10503 specifying the following in the first text field:
a. ca_reportQuery |
2. Executed the following:
select *, REPLACE (Cast(form_elem_value As nvarchar(max)), '|' , char(11) ) from usm_request_item_form where subscription_detail_id in (select id from usm_subscription_detail where request_id=10503) and form_elem_name = 'txtf_10'
3. Copied the contents of the last column returned.
4. Navigated to Home, Requests, ca_reportQuery.
5. Copied the contents into the first text field and noticed that the vertical tab gets replaced
with garbage characters in Firefox/Chrome browsers and is not getting displayed in in IE
browser.
6. Selected Submit. Following is shown in all browsers:
Error occurred while submitting this request. Please contact the administrator. 7. Click Ok. 'Please Wait...' remains and 'Submit' remains grayed out.
8. Navigate to Home, Requests to view Request 10504.
9. The view.log file shows the following:
2017/08/25 16.16.54.713 ERROR [http-bio-8080-exec-5] [DomProcessor] Error Generating Document java.io.IOException: The character ' ' is an invalid XML character at org.apache.xml.serialize.BaseMarkupSerializer.fatalError(Unknown Source) at org.apache.xml.serialize.BaseMarkupSerializer.surrogates(Unknown Source) at org.apache.xml.serialize.BaseMarkupSerializer.printCDATAText(Unknown Source) In the log 'VT' is inside the square character. Called getFormRateItemValues via soapUI passing subscriptionDetailID=13059 for request 10504 which returned and empty results pane.
Following is from the view.log: 2017/08/25 16.24.40.904 ERROR [http-bio-8080-exec-12] [BeanSerializer] Exception: java.lang.IllegalArgumentException: The char '0xb' in 'ca_reportQuery ' is not a valid XML character. atorg.apache.axis.components.encoding.UTF8Encoder.writeEncoded(UTF8Encoder.java atorg.apacheaxis.encoding.SerializationContext.writeSafeString(SerializationContext.java:1222) at org.apache.axis.encoding.ser.SimpleSerializer.serialize(SimpleSerializer.java:104) . . 2017/08/25 16.24.40.904 ERROR [http-bio-8080-exec-12] [BeanSerializer] Exception: java.io.IOException: java.lang.IllegalArgumentException: The char '0xb' in 'ca_reportQuery ' is not a valid XML character. at org.apache.axis.encoding.ser.BeanSerializer.serialize(BeanSerializer.java:275) Again the square contains 'VT'.
DE36331 USS not Displaying catalog information. When you select an Offering, it should display the Dashboard. When you select the same Offering in USS, it goes in an inactive state.
Steps to Reproduce: 1. Create an offering with 'code' attribute value as 'url:http://samsr03-dev3604:8080/usm/wpf' 2. Save the offering. 3. Open this offering in USS.
DE36427 Catalog_14.1-Event Rule Actions - Triggering Event-Rule-Action on Change of Request Item Status Steps to Reproduce:
1. If you create a new rule in an event-rule-action and click on 'Event Filter' in nextpage under the condition builder specify anything for the property, then <> for the Operator, and then leave the constant blank (to indicate the value should not equal a null value). This populates as: something = 'NIL'
instead of something <> 'NIL' Which is what is should populate as. This is reproducible here.
DE36644 SLCM_14.1-PAM process SRFs updated after PAM Upgrade to 4.3 SP2 Steps to Reproduce:
1. Integrate CA Service Catalog 14.1 CP2 or CP4 with CA Process Automation 4.3 SP1.
2. From the CA Process Automation Server, upgrade Process Automation 4.3 SP1 to 4.3 SP2.
3. Login to CA Service Catalog. Navigate to Administration, Events-Rules-Actions, Subscription
Item Change and pick up any rule.
4. For example, OOTB "When Category is Hardware and Status is Filled From Inventory", open
Launch FilledFromInventory SRF for Hardware.
Click the edit icon for Launch FilledFromInventory SRF for Hardware. You will see you will see the message Start Request Form (xxxxxx) exists with different input parameters in the selected configuration (Default) in red.
5. For the customized ones, If you click lookup icon in the Start Request Form field to re-load a CA
Process Automation process, it will automatically add a new parameter field referencePath.
DE37740 00844125-12.9 Error with Service Catalog Permission groups Steps to Reproduce: This is not to be reproduced locally. It is only occurring on client's UAT environment.
DE36705 00844227-Cost Fluctuates Steps to Reproduce:
1. Create a second Business Unit with a different currency.
2. Edit usm_exchange_rates to set that currency to a different value.
3. Add roles in both BUs to my user.
4. Create a Service with a non-zero cost, available to both Bus.
DE36973 00848130 - Permission of Service Element lost after editing an attribute Steps to Reproduce:
1. Create offerings, service option group and service options as below: OfferingOne SOG1 Option1 SOG2 Option2 OfferingTwo SOG2 Option2 SOG3 Option3 The permissions on Option2 in OfferingOne are set so that End Users cannot see this option. The same is done in OfferingTwo. This means that when an End User logs in and looks at OfferingOne, they only see SOG1. When they look at OfferingTwo, they only see SOG3.
2. If the administrator edits Option2 in OfferingOne (change the name, description etc.), and saves the changes, they get the normal message saying Save Confirmation This service option is associated with following service offerings: OfferingOne, and OfferingTwo. These changes will not impact any existing requests or subscriptions for these offerings. Do you want to apply these updates to ALL existing offerings that include this service option? "Update" "Don't Update" "Cancel" If they choose "Update", the permissions on Option2 in OfferingTwo are reset, and Option2 becomes visible to all users in OfferingTwo, despite the fact that it was edited in OfferingOne. If they choose "Don't Update", the permissions on Option2 in Offeringone and OfferingTwo are reset, and Option2 becomes visible to all users in both OfferingOne and OfferingTwo. If the administrator edits Option2 in SOG2 by going to "Catalog", "Option Groups", and selecting SOG2 there, when the change is saved, it resets the permissions on Option2 in both OfferingOne and OfferingTwo.
DE36840 00854526-17.0 NETGAIN - Cannot save changes for an account Steps to Reproduce:
1. Login to CA Service Catalog as spadmin user. Select Administration, and select a BU (in this case,
SM141):
2. Select an Account and click Edit.
3. In the General Account Information(GAI) section, enter the email address.
4. Click OK and the popup error message is displayed.
5. Click OK in the popup error message and Cancel on the account page.
6. Navigate to the Administration tab and select BU SM141.
7. From the list, select the newly created account.
8. Change the ‘Website’ and click OK.
The account-change is accepted and shown as such.
DE37139 00869298-17.0 "Report an issue" is hanging because subject of question contains Exclamation mark Steps to Reproduce:
1. Login to USS. Navigate to Home > Ask a Question.
a. Subject text: Subject Test!
b. Description text: Description Test!
2. Click Submit, Post Question, Successfully submitted.
3. Navigate to My Questions. The Query is displayed correctly.
4. Open the question you just created (Step 4.) and click Report an Issue.
The description text appears automatically, showing two lines taken from the question: a. Subject Test!
b. Description Test!
5. Click Submit.
The page goes into a No Response (hung) state.
DE37387 SLCM 14.1_"Add Software” service issue with details and definition Steps to Reproduce:
1) Login to CA Service Catalog as spadmin user.
2) Navigate to Catalog, Offering, click Add Software service to view the issues.
DE38115 SLCM_14.1-Select form field set to disabled can be deleted in Microsoft Edge Steps to Reproduce: This problem is observed with any select drop-down field (pre-populated and with "Disabled" attribute set as True). Login to CA Service Catalog as spadmin user. (Use the Microsoft Edge Browser to access the user interface).
1. Navigate to Home, Requests, Not Categorized folder. Raise a request to "Report an Incident"
offering.
2. In the Urgency select drop-down list, highlight the pre-populated value, and delete it.
3. You are able to successfully delete the value.
4. if you are using IE11 or above, you are unable to delete the pre-populated value in the Urgency
select drop-down field.
DE37400 SLCM_14.1 CP4 -cum4 patch defect tied to the issue with ca_reportQuery() in js code Steps to Reproduce:
1. Login to CA Service Catalog as spadmin user.
2. Navigate to Administration, Report Builder.
3. There is a report data object called User (under default folder):
• Fields: userid, firstname, lastname.
• Query: select userid as userID, first_name as firstName, last_name as lastName from
ca_contact where userid is %Userid%%.
4. When you test it, you will see it works fine in the report builder and is able to return result as
expected.
5. Navigate to CA Service Catalog, Forms, locate a form called ca_reportQuery.
This form's js code has a function which defines a js funtion ca_fd.js.getData() and it basically just runs ca_reportQuery() with this data object. ca_fd.js.getData() is invoked by clicking ca_reportQuery label in the form.
6. Go to Catalog, Forms, ca_reportQuery form. Click ca_reportQuery label in the form, it is
observed that:
• If the data object's fields are defined as userid,firstname,lastname, ca_reportQuery() in js
code, it will not return any result.
• If the data object's Fields are changed as userID,firstName,lastName , it will work fine.
DE37759 SLCM_17.0-Icon appears by itself when editing and saving an option Steps to Reproduce: Not Available (NA)
DE38111 SLCM_17.0-Form name display is not show entirely in an option Steps to Reproduce:
1. Login to CA Service Catalog, navigate to Catalog, Service Offerings, Locate a service offering.
Select the Definition tab, click edit to edit or modify the service option.
2. Attempt to add a form to this service option, click Select Exsiting Form to look for the form.
3. Following issues are seen, for example, you cannot drag to widen the left pane display. The
display name of the form name is partially hidden.
DE37874 00901499-14.1 Copy service option add/remove item from original service option. Steps to Reproduce:
1. From CA Service Catalog UI, navigate to Administration, Tools, Import to import the offering.
2. Copy the offering to another BU.
3. Run the below queries against the mdb database.
select distinct o.offering_id,o.offering_name, rd.rate_plan_id,rd.rate_row,rd.rate_col,rd.item_text,rd.text_1 from usm_offering o,usm_offering_rplan_inclusion ori,usm_rate_plan rp,usm_rate_definition rd where o.offering_id=10259 and o.offering_id = ori.parent_id and ori.child_id = rp.rate_plan_id and rp.rate_plan_id = rd.rate_plan_id.
DE37929 00905416-USS requests can’t be submitted Steps to Reproduce:
1. If you change the role of the users (which have 'Catalog User' as default) to 'Service Delivery
Administrator', you can submit any request from CA Unified Self-Service Interface.
When the user is Catalog user or end user, Google chrome shows “404 Not Found” error.
2. Change the role to System Delivery Administrator, the page not found error is not shown and
the request is submitted successfully.
DE37935 00907277-17.0 ITIL Content Pack Service Catalog - Load Incident Areas Steps to Reproduce:
1. Login to CA Service Catalog UI, navigate to Catalog, Config, Content Config, Reset Password
Config Window.
2. Click Load Incidents Area.
The list does not get populated as expected. An incorrect query is executed in MDB: SELECT prob_ctg.sym, prob_ctg.description, prob_ctg.del, prob_ctg.id FROM prob_ctg WHERE prob_ctg.sym LIKE ? hooks(Louis.%).
3. Login to CA SDM. In CA SDM Create Incident, create a dummy incident area by navigating to
Administrator, Service Desk, Requests, Incidents, Problems, Areas, Requests/Incident/Problem
Area list. Click Create New (the point character at the end is important/needed for the query to
execute properly).
4. In CA Service Catalog, navigate to Catalog, Config, Content Config, Reset Password Config
Window, enter search string as the new dummy incident area you created in step 3. Click Load
Incidents Area.
The list gets populated as expected.
DE38201 Catalog_17.0 - Return to Service Offering does not maintain sub BU context Steps to Reproduce:
1. Login to CA Service Catalog, navigate to Catalog, Service Offering, Change Business Unit,
Support. Select ‘Select BU offering’.
2. Select Definitions tab. Click the Edit icon to edit ‘SU BU Option’.
3. It is observed that when you select Return to Service Offering and navigate to Service Offerings,
Offerings, the context is switched back to SP BU rather than the sub BU support.
4. This behavior is observed in all browsers, IE, FireFox and Chrome.
Selecting Return to Service Offering must main the sub BU context.
DE38354 00920314-Delayed application response time Steps to Reproduce: Not Available (NA).
DE38207 CATALOG_14.1.04_Notes_Window_position_changes Steps to Reproduce:
Not Available (NA).
DE38713 CATALOG_17.0_onLoad script not properly working at r17.0 Steps to Reproduce:
1. Login to CA Service Catalog as spadmin user. Navigate to Catalog, Forms (click to expand),
Requisições.
2. Select zEstudo de Viabilidade Completo_v7.
3. Check that function defined at “onLoad” is “ca_fd.js.load();”
4. Click “Script” button in menu and click “Ok” in the popup window that appears.
5. Change below in script:
From: load : function(){ //alert('args'); To: load : function(){ alert('load');
6. Click to save it at the script window. Then click to save it at the form.
7. Create a new Service Request from Catalog which has this form associated.
8. Service Offering: “Estudo de Viabilidade”
9. Related Service Options Group: “Requisições”.
10. Navigate to Home, Requests.
11. Click on the offering “Estudo de Viabilidade”:
Note that the Alert message “load” added in the script appears when a new request is created. 12. Complete required fields. Select the field "Windows" (for this example).
It will appear a hidden field named as “Versão”, which is required to be filled as well.
13. Note: It is important to be fill out the fields to demonstrate that the hidden field is not displayed
after the request is submitted.
14. Now, attach a file to the request (also required) and submit the request.
15. Open the new request that was created.
Note that the Alert “load” not appears when viewing the request details. 16. Now, edit the request.
Note that the Alert “load” not appears when click to Edit the request as well. 17. Scroll down until you can see the field “Windows” that you used when filling out the request.
Note that the hidden field “versão” with value “2012” is not displayed. This happens since the java script is not called when offering is edited.
DE38759 00941000-Rich Text not working on USS 17 Steps to Reproduce:
1. Open Firefox or Chrome using "inspect Mode" enabled, and leave the ‘Console' tab opened.
2. Login to USS. Click on "Request a Servce" and select any service (for example 'Add User').
3. At the bottom of the form there is a 'Comment (0)' section, expand it.
4. Write any text, mark it and click the icon to change the color of the text and select any color.
5. The color is not changed and the browser shows the following error.
6. On Firefox, this is observed:
TypeError: getElement(...).contentWindow is undefined performAction/< http://rojor01-e7120:8980/usm/explorer/scripts/richtext.js:442:5
7. On Chrome, the following is observed:
Uncaught TypeError: Cannot read property 'document' of undefined at richtext.js:442 (anonymous) @richtext.js:442 performAction @richtext.js:442.
DE38754 00945137-12.9 In IE, wrong message when attaching file-path+name > 100 char. Steps to Reproduce:
1. Open a command prompt and run the following commands:
mkdir "C:\Aniket Atos\Work\SC - Service Catalog Stuff\2. Client Stuffs ----- Incident - Change -
RFC\HotChief\ATF_C3677704\test test test\test test test 2\test test test 4"
cd "C:\Aniket Atos\Work\SC - Service Catalog Stuff\2. Client Stuffs ----- Incident - Change - RFC\HotChief\ATF_C3677704\test test test\test test test 2\test test test 4".
2. Notepad "test attachment issue".
3. Add content 'Test xxxx for case 945137'.
4. Save the file.
5. Attach that file in CA Service Catalog User Interface in Chrome browser:
a. Open request, attach the file with description 'Attachment with path_filename > 100
characters' > okay.
6. b. IE11 /SC-UI Open request, attach the file with description 'Attachment with path_filename >
100 characters' >> error.
7. Login to CA Service Catalog as spadmin user. Navigate to Home, Requests, select Open
request_id 10009, Desk Phone. Enter 'Attachments (0)'.
8. Browse to the above path and select the .txt file as created in steps 1e-1c.
9. (Optional) enter Description 'Attachment with path_filename > 100 characters'
10. Click Add.
The error popup appears.
DE38944 Approval greyed out for assigned approver until page refresh Steps to Reproduce:
1) Clear the browser cache on the server.
If cached sessions are present, this issue won’t reproduce and for the most part, it will work without error.
2) On a remote machine, log to CA Service Catalog as employee user.
3) Raise a request for any service that requires approval.
4) Open the mail client on the server, and click on the approval mail's “Review the Details of the
request in CA Service Catalog; afterwards you can approve or reject some or all of the requested
items" link.
5) Log in to CA Service Catalog now as the approver (spadmin user) when the link opens.
6) The "Approve Request" screen appears, but the Item Status column is missing the approval
drop-down.
7) Perform a browser refresh. The correct version of the page now appears, and approval can be
performed.
DE39581 Duplicate Request Information form fields. Steps to Reproduce:
1) From Catalog Forms designer, customize the request information form and copy the 'Additional
Information' field set.
2) Raise request 10043 by entering data in the copied fields.
3) Identify system form and fields in usm_form_entities:
a. select * from usm_form_entities where form_entity_position=18 and is_system=1.
b. select * from usm_form_entities where form_entity_path like '/1/3/201%'.
4) Identify the associated records in usm_form_component_attributes:
a. select * from usm_form_component_attributes where form_comp_id in
(12275,12276,12277,12278,12279).
5) Check usm_form_component_attrib_ext:
a. select * from usm_form_component_attrib_ext where form_comp_attr_id in.
b. (select form_comp_attr_id from usm_form_component_attributes where
form_comp_id in (12275,12276,12277,12278,12279).
6) Delete from usm_form_component_attrib_ext, if it exists.
7) Delete from usm_form_component_attributes:
a. delete from usm_form_component_attributes where form_comp_id in
(12275,12276,12277,12278,12279).
8) Delete from usm_form_entities:
a. delete from usm_form_entities where form_entity_id in
(12275,12276,12277,12278,12279).
9) Navigate back to 10043 and the copied fields are no longer displayed.
10) Approve the request and enter data into comments field.
11) Query_results.xlsx has the results of some of the above selects on usm_form_entities from the
customer’s environment.
DE39265 No forms in Service Options when Selection type in SOG, set as Automatically Chosen Steps to Reproduce:
1) Login to CA Service Catalog and check the Service Option Groups setting. Navigate to Catalog,
Option Groups, Database Planning Services, Detail-tab, Selection Type = choose many.
2) Set Check the 'Default' Option for a Service Option Group. Select Catalog, Option Groups,
Database Planning Services, Definition-tab, Edit Offering Selection-button.
3) Check ‘Default’ for Database Installation options ‘Database Planning Services’
4) Click Save.
5) Open a request. Select Home/Requests/Application Services/Database Management Services
6) Database Installation shows (as the default) with form: Set/Uncheck the 'Default' Option for the
Service Option Group. Navigate to Catalog/Option Groups: Database Planning Services,
Definition-tab/Edit Offering Selection-button.
7) Uncheck ‘Default’ for Database Installation options ‘Database Planning Services’
8) Click Save.
9) Check the SOG setting, navigate to Catalog/Option Groups, Database Planning Services, Detail-
tab / Selection Type = Automatically chosen.
10) Set the availability date.
11) Click Save.
12) Open a request. Navigate to Home/Requests/Application Services/Database Management
Services. Database Installation is displayed without the form.
13) If applicable, provide environment where issue was reproduced.
DE39489 Recent Requests (mainpage) issue with CA Service Management 17.1 Installation Steps to Reproduce:
1) Login to CA Service Catalog as spadmin user.
2) Navigate to Homes, Requests.
The middle pane that displays "My Recent Request" is blank. 3) Try to raise a request for any service, you will see "My Request(s) ", Find Requests. Click "Open
Requests (260)" to see the problem.
DE399982 Upgrade to CA Service Management 17.1 fails with CA Service Catalog and CA EEM. Steps to Reproduce: NA
DE39525 Select drop-down list via data object auto-suggest is not working. Steps to Reproduce:
1) Create a select drop-down list, which is pulling the data from database in a form. Assign a
service offering to use that form.
2) Raise a request to that service, and in the select drop-down field, type a search term.
You will notice that search is not working.
DE39546 Dual List in a form is not working after upgrading to CA Service Catalog 17.1. Steps to reproduce the problem:
1) Export and upload a service which has dual list and a select drop-down list.
2) The dual list will be filled based on the value selected in the drop-down list. Import the service
into CA Service Catalog 17.1.
a. ixutil_service_20180302_131048.zip
b. service "test_xxxx " along with its form "select_dropdown_populating
c. ixutil_report_data_20180302_131146.xml
d. ixutil_report_data_20180302_131303.xml
two report data objects used in the form.
DE39549 Field Hint on Multi-Select list displays two leading colons
Steps to Reproduce: 1) In a form that has select drop-down list, set the "Multi-Select" attribute to true. Add some task
in the "Empty Text" attribute.
2) It is observed that two leading colons are displayed in the select drop-down.
DE39481 ca_fdGetSelections does not work Steps to Reproduce:
1) Try to raise a request for any service which has a form with the select drop-down field in it.
2) On your system browser, press F12, and on the browser console, test the following OOTB js
function:
ca_fdGetSelections ( ca_fd.formId, '< select dropdown's id >' ). 3) It is observed that the above function returns a numeric value instead of an object containing
the label/value of the field.
DE39582 OOTB Service Desk and Service Catalog integration offering "report an issue” cannot pull the category data anymore Steps to reproduce: This problem can be seen on any Service Catalog and Service Desk OOTB integrated environment:
1) Login to CA Service Catalog. Navigate to Forms. Search and locate the OOTB form called "Issue
Details".
2) Click its Category select drop-down, it cannot pull the data from SDM anymore.
3) In view.log, it throws the following error messages:
2018/03/05 22.26.01.093 DEBUG [http-nio-8080-exec-9] [PluginClassLoader] Loaded class from parent class loader:java.lang.reflect.UndeclaredThrowableException 2018/03/05 22.26.01.093 ERROR [http-nio-8080-exec-9] [CatalogHostService] Unexpected exception while calling plugin:com.sun.proxy.$Proxy118 java.lang.reflect.UndeclaredThrowableException at com.sun.proxy.$Proxy118.getOptions(Unknown Source) atcom.ca.usm.billing.CatalogHostService.getOptionsUsingPlugin(CatalogHostService.java:284) atcom.ca.usm.billing.CatalogHostService.getReportDataForSelect(CatalogHostService.java:249) atcom.ca.usm.billing.CatalogHostService.getReportDataForSelect(CatalogHostService.java:266).
DE39587 Category, category_class and category_subclass is not populated correctly when you try to save a new Service Option Element (SOE). Steps to Reproduce:
1) Create a new Service Option Element (SOE).
Select the icon for the SOE and set the name of SOE. 2) Add any other elements, such as forms, rate, text, and so on.
3) Set the Category, Category Class, Category Subclass for this SOE.
4) Save this SOE.
5) Now, run the following query against the MDB:
SELECT item_id, service_option_id, status, item_text, item_type, category, category_class, category_subclass FROM usm_rate_definition WHERE status=1 and service_option_id = 7264 (7264 is the id of the newly created SOE). The output is: item_id service_option_id status item_text item_type category category_class category_subclass 45020 7264 1 Test 6 0 2 30 10 45021 7264 1 0 2 30 10 45022 7264 1 Form 14 -1 -1 -1 45023 7264 1 Rate 3 -1 -1 -1 45024 7264 1 Text 0 -1 -1 -1 45025 7264 1 Numeric 6 -1 -1 -1 As you can see, only the first two lines have the correct values in the category, category_class and category_subclass fields. If you edit the SOE, add or remove a new element and save it and then, re-run the same SQL statement, the category, category_class and category_subclass fields are correct for all items: item_id service_option_id status item_text item_type category category_class category_subclass 45038 7264 1 Text Again 0 2 30 10 45039 7264 1 Test 6 0 2 30 10 45040 7264 1 0 2 30 10 45041 7264 1 Form 14 2 30 10 45042 7264 1 Rate 3 2 30 10 45043 7264 1 Text 0 2 30 10 45044 7264 1 Numeric 6 2 30 10 Also, another issue is observed if you edit the SOE, change the category, category class and category subclass. When you try to save the change, only the name and icon rows are updated with the new values, all other rows contain the old values. item_id service_option_id status item_text item_type category category_class category_subclass 45045 7264 1 Test 6 0 4 20 50 45046 7264 1 0 4 20 50 45047 7264 1 Form 14 2 30 10 45048 7264 1 Rate 3 2 30 10 45049 7264 1 Text 0 2 30 10 45050 7264 1 Numeric 6 2 30 10 45051 7264 1 Text Again 0 2 30 10 The icon entry seems to be the cause of these issues. If you create a new SOE and do not assign an an icon, the category, category_class and category_subclass fields are populated correctly in all rows.
DE39597 Remote data source in the report builder is not working as expected. Steps to Reproduce:
1) Login to CA Service Catalog as spadmin user.
2) Navigate to Administration, Report Builder, Data Objects, Default folder, report object
cacontactfrome6055.
Report cacontactfrome6055 connects to a remote MDB on Microsoft SQL server and pulls the data in ca_contact table on that MDB. If you run this table, it returns the data of ca_contact table of catalog's backend MDB.
DE39817 Issue WITH aggregation and invoicing Steps to Reproduce:
1) Navigate and edit %USM_HOME%\accounting\conf\log4j.xml and set the log level to DEBUG so
you will get the debug output.
2) Raise and complete a request, so that spadmin user has a subscription item and account.
3) Navigate to the Accounting tab, Invoices, Groups, and create a group that contains the spadmin
user.
4) Set the next Billing Date for the near future, and wait for that time to pass.
5) No billing run will be performed (invoice on demand does, however, work).
6) In the accounting.log, you will notice that the billing engine failed to start with the memory
errors.
DE39770 The onChange attribute in text field of a form not working properly Steps to Reproduce:
1) Login to CA Service Catalog as spadmin user.
2) Navigate to Catalog, Forms, TEST_xxxx " folder.
3) Locate "test_text_field_Grant" form, type one character at a time in the field, the alert message
is displayed.
DE39846 CA SDM Ticket is not displayed in CA Service Catalog UI even if you create the CA SDM-Ticket in Unified Self-Service. Steps to Reproduce:
1) Open a new request for 'IT Support Services'/'Service management'/'Report an Issue'.
2) Select a Category.
3) Enter a text in the Description and Submit.
4) The catalog Request gets created.
5) The SDM-Ticket is not created and stays in status 'Pending Fulfillment'.
Request_ID = 10034.
6) The status should change to 'Request Opened' with 'Related Ticket' showing the SDM-Incident
On the Unified Self-Service, perform the following steps: 1) From CA Service Catalog Home page, select 'Report an Issue'.
2) Select a Category. Enter a text in the Description and Submit. Catalog Request is created.
3) The SDM-Ticket gets created with the Category and the Summary/Description text populated.
Request_ID = 10033, SDM-Incident = 52 The status is set to 'Request Opened' with 'Related Ticket' displaying the SDM-Incident.
DE39862 Advanced Search for Comments is not working. Steps to Reproduce:
1) Login to CA Service Catalog as spadmin user.
2) Navigate to Home, Requests.
3) In the Request Lookup, click "Advanced", Click "View Standard" search icon.
4) In the select drop-down, select "Comments", then select "Contains" type any search word and
click the search icon.
"Please Wait" message is displayed and the search results are never displayed.
DE40030 OOTB JS function ca_fdSelectOption() issue. Steps to Reproduce:
1) Navigate to Catalog, Forms.
2) Select a form with a select drop-down field.
3) In js script, try to set the select dropdown value by using ca_fdSelectOption().
This function is not working in CA Service Catalog 17.1.
DE39963 Form designer Checkbox Style issue when the box label is too long. Steps to Reproduce:
1) Login to CA Service Catalog, and navigate to Catalog, Forms, Forms (In the form designer).
2) Open the '6TextAreaNewLine' form.
3) Add to cart.
4) Open the cart in the top-right-corner.
5) The form designer checkbox style issue is seen.
6) Click Save and submit cart. The request gets created.
7) Open the request. The form designer checkbox issue is seen.
DE39977 Catalog form display issue in Unified Self Service Steps to Reproduce:
1) In CA Service Catalog, create a form with several radio buttons and assign a service to use this
form.
2) Raise a request to the service offering.
It is observed that the actual button is in the correct location, but, all the lines of text are now set slightly above the radio button.
DE40036 Bug in several javascript API functions Steps to Reproduce:
1) Create 3 labels with those ids: [“lbl_clickme”, “lbl_showme”, “lbl_showme2”].
2) In the lbl_clickme parameters, add this function: ca_fd.js.showLabel() in the onClick field.
3) Hide those labels in the form: [“lbl_showme”, “lbl_showme2”].
4) In the form script section, add this following code:
{ showLabel: function () { ca_fdShowFields(ca_fd.formId, ["lbl_showme", "lbl_showme2"]) } }
5) When you click on the clickme label, the first lbl_showme will appear as expected. However, an
exception is triggered and the second label will be ignored with this error in the console:
ca_fdShowFields: Error: [$rootScope:inprog] $apply already in progress http://errors.angularjs.org/1.5.7/$rootScope/inprog?p0=%24apply at angular.js:1 at gK (angular.js:1) at gA.$digest (angular.js:1) at gA.$apply (angular.js:1) at gA.scope.show (LabelDirective.js:78) at String. (FormAPIs.js:288) at Function.each (eval at (jquery-1.11.2.js:2), :2:3005) at window.ca_fdShowFields (FormAPIs.js:282) at Object.showLabel (eval at switchFdScope (formdesigner.js:502), :3:12) at eval (eval at evalJsFunction (formdesigner.js:581), :1:10).
DE40083 “Select a minimum of 1 row validation” error message is shown even if a row is already selected. Steps to Reproduce:
1) Login to CA Service Catalog as spadmin user.
2) Navigate to Home, Requests, "Not Categorized" folder, and raise a request offering.
Wait till the table in the form is populated with data. 3) Select any row in the table.
You will see "Select a minimum of 1 row" error message, even though one row was selected already.
DE40049 Catalog ca_fdGetSelectedOptions attribute returns an array of object Steps to Reproduce:
1) Login as spadmin (password: spadmin) 2) Go to Home -> Requests -> Select a request which has select field. 3) Click select dropdown list and select one value in the field. 4) Press "F12" to bring the browser console and issue : ca_fdGetSelectedOptions(ca_fd.formId,
'sel_1').
DE40082 Using ca_fdHideFields onclick of a label only hides the first field Steps to Reproduce:
Example function: hideFields : function() { ca_fdHideFields(ca_fd.formId, ['txtf_hide_1','txtf_hide_2']); },
1) Login to CA Service Catalog as spadmin user.
2) Navigate to Catalog, Forms. In the form, click "hide_text_fields" label, you will see both text
fields are hidden.
3) Now access CA Service Catalog environment as spadmin user.
4) In the same form, perform steps 1-2, you will see that only the first text field is hidden.
js script used in the form: { hideFields: function () {
DE40089 Apostrophe in the Catalog message is doubled. Steps to Reproduce:
1. Log into Service catalog 2. Go to Home -> Messages -> Add News Message 3. Select a user or role or both.Enter some text in the message area which contains an apostrophy
like ' (for ex : Spadmin's message) 4. Click OK.
DE40315 After installing CA Service Catalog 17.1, it no longer connects to Oracle report data sources. Steps to reproduce the issue: N/A
DE40387 Users are unable to add the notes in CA Catalog Service Request (SR). Steps to reproduce the issue: N/A
DE41246 Localization issue with checkbox "Update current locale value". Steps to reproduce the issue: N/A
DE40402 If all radio button have no value in Hidden (empty), the radio button group label is hidded Steps to reproduce the issue:
1. Login to catalog with spadmin 2. navigate to form designer and create a new form / add radio group with two radio buttons into
existing form
3. for both radio buttons remove the value in 'hidden' attribute and save
4. attach the form to a service if its a new form and open the request to which the form is attached.
5. verify that radio group lable should be visible
6. for both radio buttons provide "hidden" attribute value as true and verify in request page 7. provide "hidden" attribute value as false for one of the radio button and verify in requests
page. 8. provide "hidden" attribute value as some $ expression (ex: $(2+2 == 5) which evaluates to
false for one of the radio buttons and another, hidden will be set to true and verify in request page.
CA APM (ITAM)
DE39286/DE39535 Steps to Reproduce
1. Open an asset. 2. Copy the asset with the copy button. 3. Choose all objects. Uncheck the option to create notes. 4. At the end when clicking to copy, you will get an error 5. "Unable to load DLL coraapi."
This is observed only if the web server is on a different server than the application.
DE38535 Steps to Reproduce
1. Change the properties for services. Make startup types 2. CA Asset Portfolio Management - Data Importer Engine - Manual 3. CA Asset Portfolio Management - Event Service - Manual 4. CA Asset Portfolio Management - Export Service – Disabled
DE39789 Steps to Reproduce
1. Create a new Legal Template. Save it. 2. Click on Costs and add a new cost. 3. Enter Begin date: For example, 3/15/2018; Unit amount 1500; and Currency
Type as Canadian Dollar. 4. Click the green check box. Click Save. 5. Unit amount will now show 150 000,00 6. Click Edit. Do not modify anything. Click save. 7. Unit amount now shows 15 000 000,00 8. Every time, you save, the new digits will get added.
USS
DE38009 Steps to Reproduce
1. Login to USS, click Report an Issue. After selecting the category, enter "
Test !@ symbol" in the description. You are Unable to save the case.
2. However if you use a combination of special characters, like !!!!, then case is
getting saved.
DE39609 USS and CA EEM authentication Validating inactive users Steps to Reproduce
1. There seems to be an integration issue between USS and CA SDM. 2. USS validates CA SDM users to load the interface. While doing this it shows
unexpected behavior because inactive contacts from the CA SDM show the same
email as an active contact and hence, it does not load the CA SDM data on the USS portal.
xFlow Interface
DE36815 Steps to Reproduce
1. From CA SDM, make Log Comment mandatory for any status transition. 2. Associate notification rule for update status and log comment. 3. From the xflow Analyst interface, update any ticket with log comment. 4. Expected Result: You will get multiple update in activity log and as
notification; for both log comment and change in status 5. From native SDM UI, if you update the status with comment, you get only
one notification with all fields 6. Expected Result: From the xFlow Analyst Interface for update status and
comment, customer should receive only one notification.
DE39810 Unable to update ticket from xFlow interface while Log Comment is mandatory for
any status transition. Steps to Reproduce
1. From CA SDM, make log comments mandatory for any status transition. 2. From the xFlow Analyst Interface open any existing ticket and update the
status from command bar/ additional actions. 3. In command bar, the log comment text filed is not appearing due to script
errors in the console 4. From additional actions also, you are not be able to update the status due to
script errors. Result: Failed to load resource: the server responded with a status of 400 (Bad Request)