USRD CMN r12 5 Cum1010 FixList

USRD-C CUMULATIVE 1010
This file documents the maintenance updates that are provided in the latest
CA Service Desk r12.5 server cumulative patch.
Product: USRD
Product Code: USRD-C
USRD-C CUMULATIVE 1010 FOR USRD r12.5
List of new maintenance included in this cumulative:
(1) PDM_LOAD -U OF CA_OWNED_RESOURCE TABLE REGISTRATION PROBLEM

Related Problem Number: USRD 17
Running command 'pdm_load -u' for table 'ca_owned_resource' does not work
correctly. The following ERROR messages are written to the stdlog:
"dbload 1704 ERROR

dbintf.c 2138 Problem with MDB register for table (ca_owned_resource)
Error: Timed out waiting for response from mdb_registration_nxd."
"dbload 1704 ERROR

dbintf.c 2138 Problem with MDB register for table (ca_owned_resource)
Error: Record would produce a duplicate of asset_source_uuid =
7F28054FF2C2684593F727545340506A"
(2) PROPERTY VALUE REQUIRED ERROR WHEN SAVING TICKET

If Request/Change Order/Issue/Incident/Problem Area has properties defined
as required, when a Request/Change Order/Issue/Incident/Problem is defined
and type f or v or any combination of these letters (vvvv, vvvfff, fff, fv,
etc) for the property value, gets:
"AHD05807: One or more Properties require values."
Steps to reproduce:
1) Create or Select a Request/Change Order/Issue/Incident/Problem Area,

Administration -> Service Desk -> Requests/Change Order/Issue/
Incidents/Problems -> Area
2) Create or Select Property with the 'Value Required' value is checked
3) Create a Request/Change Order/Issue/Incident/Problem, selecting the
Area from step 1
4) Fill the Property value with f or v or any of this combination,
Request/Change Order/Issue/Incident/Problem will be not saved with
"AHD05807: One or more Properties require values." error.
(3) TNG EVENT CONVERTER SERVICE DOESNOT START IN TIMELY FASHION

On a Network System Management and Service Desk integration setup, if the
'hosts' file has lines of width more than 80 characters then starting
'TNG Event Converter' doesn't start the service in a timely fashion
and 'TNG Event Converter' hangs.
Steps to Reproduce:
1) Create a working Network Management System (NSM) and Service Desk (USRD)
integration setup.
2) Stop the 'TNG Event Converter Service'
3) Edit '%windir%\system32\drivers\etc\hosts' file to add the line of width
greater than 80 characters and Save the 'hosts' file.
4) Try to start the 'TNG Event Converter' service, it can be seen the
service does not start in a timely fashion and 'TNG Event Converter'
hangs.
(4) INACTIVE RELATIONSHIP SHOULD NOT BE SHOWN IN IMPACT ANALYZER

The CMDB 'Visualizer' does not show the inactive relationships. However, in
the Service Desk web interface, if you click the 'Impact Analysis' button
under the 'CMDB Relationships' tab on Configuration Item form, it shows both
Active and Inactive the relationships. It should only show the Active
relationships.
Steps to Reproduce:
1) Create a new relationship on 'CMDB Relationships' tab of a certain CI.

2) Click on 'Impact Analysis' button on it and confirm a CI related CI of
the above 1) is displayed. (Which is correct behavior)
3) Set the status of the CMDB relationship created on the above 1) to
"Inactive".
---> Confirm the Relationship will no longer be displayed on the 'CMDB
Relationship' tab.
4) Click on 'Impact Analysis' button.
---> Still the CI with the inactivated Relationship will be displayed.
(5) ERROR RUNNING PDM_VDBINFO -ATTEMPT TO CAST STRING TO LONG

When 'Service Desk' command 'pdm_vdbinfo' is run on some 'Service Desk'
installations, the following error is recorded in the stdlogs.
"bpvirtdb_srvr 20224 SEVERE_ERROR bpobject.c 5084 Attempt to cast type

STRING BPData to long"
Restarting Service Desk Server resolves the problem temporarily. This error
re-appears some time after the restart. This problem is intermittent and
cannot be replicated at will.
(6) MAILEATER PROCESS ADDITIONAL BLANK MAIL

When creating Service Desk tickets via maileater, the following error might
be written to the stdlog:
"pdm_maileater_nxd 6068 ERROR hunny_imap.c 473 Too many calls to

add_to_delete_list(). Ignoring delete request"
This problem is caused by the fact that IMAP client receives the additional
empty 'Fetch response', while downloading the mail from the mail box using
hunnysoft 'Fetch' command and processing the empty response causes the above
error in the stdlog.
Steps to Reproduce:
1. Open up outlook-express and send an email to maileater process.

2. Following error message appears in the stdlog:
"pdm_maileater_nxd 6068 ERROR hunny_imap.c 473 Too many calls to

add_to_delete_list(). Ignoring delete request"
(7) PDM_MAILEATER_NXD ERROR
After following the steps in TEC477197 whenever an email is received an error
similar to:
"ERROR mail_common.c 535 CreateProcess 2 failed. Unable issue command ()"
can be found in the logs.

There are no known problems because of this error.
(8) SPORADIC CRASHES OF TOMCAT USING WEB SERVICES

Tomcat might crash sporadically while using the Service Desk Web Services.
The following errors are reported in the stdlog from the Primary/Secondary
Service Desk Server on which web services are hosted:
"sda 6620 ERROR sym_engine.cpp 293 The address returned from StackWalk() is
in valid: GetLastError() = 0"
"sda 6620 SEVERE_ERROR sda.cpp 2686 SDA_Msg::operator[0]: index out-of-

bounds
max = -1"
One of the following sample Call Stacks could be found in the user.dmp crash
dumps generated by the crash of the javaw.exe process:
"sda65!SDA_Arg::get_value+0xa [...\api\uds65\sda.h @ 76]

sda65!UpdateLrel+0x290 [...\api\uds65\sda.cpp @ 8953]
sda65!Java_usdjws65_usdsda_updateLrel+0x60 [...\api\uds65\sdajws.cpp @
1186]"
(OR)
"sda60!SLUMP_NAMES_SLNX::count+0xa [...\subsys\slump\api\api_misc.c @ 1002]

sda60!BPObject::logon_with_version+0x107 [...\bp\bptrans\bpobject.c @
3253]
sda60!BPObject::sendmsg+0x274 [...\bp\bptrans\bpobject.c @ 1834]
sda60!FreeSession+0x1cf [...\bp\api\uds65\sda.cpp @ 4135]
sda60!Java_usdjws65_usdsda_freeSession+0xc [...\bp\api\uds65\sdajws.cpp
@ 2175]"
(9) BOPLGIN MIGHT CRASH WHEN CONFIGURED VIA EEM AGAINST LDAP
BOPLGIN process might crash when the Service Desk authentication is
configured via EEM against LDAP server.
A portion of the user dump call stack shows:
"0011f408 00ff21df eiamwrap!std::deque<istring,std::allocator<istring>

>::const_iterator::operator*+0x4a [c:\vs.net_2003\vc7\include\deque @ 113]
0011f414 00ff1feb eiamwrap!std::deque<istring,std::allocator<istring>
>::iterator::operator*+0xf [c:\vs.net_2003\vc7\include\deque @ 248]
0011f430 00ff16c7 eiamwrap!std::deque<istring,std::allocator<istring>
>::operator[]+0x2b [c:\vs.net_2003\vc7\include\deque @ 532]
0011f600 0049f4b8 eiamwrap!fastAuthenticateUser+0x177
[c:\locker\pdmbase\r12_1-341\libsrc\eiam\eiamwrap\eiamwrap.c @ 288]
0011f62c 00403378 boplgin!NX_eIAM::fastAuthUser+0xf8
[c:\locker\pdmbase\r12_1-341\libsrc\eiam\eiamauth.c @ 530]
0011f640 00403352 boplgin!Login_Handler::attempt_ldap_login+0x18
[c:\locker\bop\r12_1-341\bp\bptrans\bplhndlr.c @ 874]
0011f650 004142b1 boplgin!Login_Handler::attempt_login+0x32
[c:\locker\bop\r12_1-341\bp\bptrans\bplhndlr.c @ 858]
(10) ORA: 1795 ERROR ON OPENING CONFIGURATION ITEM

When opening a Configuration Item detail screen with more than 1000
tickets (Requests/Incidents/Problems) attached to it, application hangs
with the following error in stdlog :
"SQL Statement Failed. ORA: 1795 Message:ORA-01795: the maximum of n

simple terms, a list is 1000"
Steps to reproduce:
1. Attach a 'Configuration Item' to more than 1000 tickets

(Requests/Incidents/Problem).
2. Search for 'Configuration Item' and click on it to open the Detail
screen.
3. Service Desk application hangs with following error in stdlog:
"SQL Statement Failed. ORA: 1795 Message:ORA-01795: the maximum of n

simple terms, a list is 1000"
(11) PDM_KIT UTILITY CRASHES ON ENCOUNTERING A NEW LINE CHARACTER

PDM_KIT utility is crashing with the following error message in
pdm_kit.log when it processes a new line character while importing a new
Knowledge Document via a text file:
"AHD11136: Number of fields does not match number of values.

can't import this document!"
Steps to Reproduce:
1) Add the following heading properties in Heading.txt file under site/cfg

NAME=Testnoin
DELIMITER=\~t~\
FIELDS=MODIFY_DATE, AUTHOR_ID, CREATION_DATE, INITIATOR_ID, PROBLEM,
PATH, TITLE, RESOLUTION
DEFAULTS=STATUS:Published
PATH_DELIMETER=~
NEW_LINE_IN_REC=\~n~\
2) Create a text file with the above mentioned data using delimiters
'\~t~\' and'\~n~\'.
3) Execute the following command under site/cfg.
'pdm_kit -f <data_file_name>.txt -t TXT -n Testnoin'
4) Application will crash with error popup and the below mentioned error
will be logged in pdm_kit.log:
"AHD11136: Number of fields does not match number of values.
can't import this document!"
(12) SURVEY SUMMARY WITH COMMENTS BOXI REPORT DUPLICATE COMMENTS

In BOXI Info View 'Survey Summary with Comments' BOXI Report shows
duplication of comments.
Steps to Reproduce:
1. Login Service Desk R12.1 integrated with BOXI machine.
2. Create a 'Survey Template' and associate it with a 'Closed' activity
notification.
3. Assign mail-ids to users and create tickets for those users.
4. Change the status of those tickets to 'Closed', surveys are sent to the
user mail-ids.
5. Make sure, users submitting those surveys with providing comments.
6. Next, login service desk web client.
7. Click on 'Reports' tab and then on 'InfoView' button.
8. Go to 'Public Folder' -> 'CA Reports' -> 'CA Service Desk Reports' ->
'Survey' -> click on 'Survey Summary with Comments' report.
9. Provide dates for 'Earliest Open Date' and 'Latest Open Date'.
10. Select the 'Survey' and click OK button to generate report.
11. In the Survey Summary with Comments report generated, we can see the
same comment duplicated several times.
(13) NOT ABLE TO SEND MANUAL NOTIFICATION TO USER WITH ' IN NAME
a contact whose name includes an apostrophe, the contact name is not
displayed in the 'Contact List' even though the match count shows that a
match has been found.
Steps to reproduce the problem:
1. Create a contact "O'Neil, Michael".

2. Open a ticket and click on 'Activities '> 'Manual Notify'.
3. Search for the user with 'Last Name' as "O'Neil".
4. On the next page ('update_lrel_cnt.htmpl') it says:"Contact List 1
Match".
5. But does not show the name under the list on the left pane.
6. Just to ensure that it did search it - Click '>>' button and you can
see the user "O'Neil, Michael" shows up on the right pane under Contact
(To be notified) section.
7. Same is the case even if you were to search with First Name as
"Michael", it searches the contact, but the name does not show in the
left pane for the User - "O'Neil, Michael".
(14) PROBLEM WITH DATE FORMAT IN DATE LOOK UP FIELDS

>>> ATTN: THIS FIX IS FOR FRENCH ONLY <<<
On a French Service Desk installation, when updating any date field with a
value greater than 12hrs (i.e. 24hrs time format), an error is thrown
saying invalid time. This problem can be seen when date format is set to:
'DateFormat DD/MM/YYYY HH:mm'
Steps to Reproduce:
1. Chose a Service Desk r12.1 French installation.

2. Ensure web.cfg placed at '$NX_ROOT\bopcfg\www' has 'DateFormat' set to:
'DateFormat DD/MM/YYYY HH:mm'
3. If not set to above value, set the date format to above value and
restart Service Desk services and go to step 5.
4. If set proceed with step 5.
5. Login web client and open a change order.
6. Edit the "Need By Date" field to a value containing 24hrs time format
as below:
'26/08/2009 22:41 '
On saving the change order, an error message is seen saying 'Need By
Date' has invalid time format.
(15) NOTIFICATION MESSAGE IS NOT PROPERLY ALIGNED

On a Service Desk 12.1 release, Notification message text is not properly
aligned.
Steps to Reproduce:
1. Setup a Service Type with an event that calls 'Notify Group' action
macro.
2. Open a ticket and associate the Service Type created in Step 1.
3. Open the Notification History of the ticket created in step 2, notice
that the Notification message is not properly aligned, as below:
"request/incident/problem 110 event notificationpriority: 3assigned to:

customer: ServiceDeskdescription:"
It should be displayed as:
"request/incident/problem 119 event notification

priority: One
assigned to:
customer: ServiceDesk
description:"
(16) PDM_TEXT_CMD TIMES OUT WHEN SEARCHED WITH DATE DATATYPE

While searching the tickets using the 'date' field through 'pdm_text_cmd'
utility, then following error message is returned:
"Command failed: ERROR: Timed out waiting for response after (30) seconds"
and the stdlog shows:
"ERROR where.y 870 Parse error at :Parse error at : "and summary=

'TEST0723' and active = 1" (parse error)a"
"ERROR text_api.spl640 tapi_get_list( )(iss)sync_fetch ( and summary =

'TEST0723' and active = 1)error: AHD03053: Bad where clause: Parse error
at : "and summary= 'TEST0723' and active = 1" (parse error)a"
Steps to reproduce:
===================
1. Create an issue with Actual_Complete_Date as 07/24/2009 11:22.

2. Update the issue using pdm_text_cmd by running following command:-
pdm_text_cmd -t ISSUE -u Administrator -o UPDATE

%SEARCH=ACTUAL_COMP_DATE
%ACTUAL_COMP_DATE: 07/25/2009 11:22
%SUMMARY=test001
%PRIORITY=2
Response on command prompt:-

Command failed: ERROR: Timed out waiting for response after (30)
seconds
Entries seen in stdlog:
"07/23 16:24:34.58 W2K3SP1- domsrvr 2968 ERROR where.y 870 Parse error at
:Parse error at : "and summary= 'TEST0723' and active = 1" (parse
error)a"
"07/23 16:24:34.58 W2K3SP1- spelsrvr920 ERROR text_api.spl640 tapi_get_

list()(iss)sync_fetch ( and summary = 'TEST0723' and active = 1)error:
AHD03053: Bad where clause: Parse error at : "and summary= 'TEST0723'
and active = 1" (parse error)a"
(17) KNOWLEDGE DOCUMENT FAILS TO POPULATE INCIDENT AREA

After following the steps of Tech Document TEC479313, the
Request/Incident/Problem area is not auto-populated after selecting a
Knowledge Document as a solution for a new Request/Incident/Problem.
Steps to Reproduce:
1. Login to ServiceDesk Web User Interface as Administrator.

2. Follow the instructions given in Tech Document TEC479313 (with
Title:How do we populate the request area in the new request from
knowledge document?)
3. Select File -> New Incident.
4. Fill in the 'Affected end user' and Description.
5. Go to the knowledge tab available on the incident detail page and
search for a KD/article.
6. From the Search results, open a Knowledge Document and click on 'Accept
as Solution' to add this KD as a solution to the ticket.
7. Now at this step it should auto populate the incident area, but it does
not in R12.0/R12.1.
(18) EEM AUTHENTICATION NOT WORKING

In r12.1 localized release, EEM authentication may not be functional. When a
user configured with access type 'CA EEM - Use EEM' set tries to login, the
Service Desk BOPLGIN process may crash resulting unsuccessful logon attempt.
Steps to reproduce:
1) Login into ServiceDesk with the user (whose access type has 'CA EEM - Use
EEM' enabled).
2) When the user tries to login into 'Servicedesk' then the boplogin process
crashes with the following error in stdlog:
"domsrvr 152 SIGNIFICANT connmgr.c 2314 Disconnecting client BOP-LOGIN"
(19) PDM_MAILEATER_NXD MAY TERMINATE ABNORMALLY

After the installation of the fourth cumulative published patch for
Service Desk r11.2, the pdm_maileater_nxd may abnormally terminate. This
may happen when the maileater retrieves content disposition information.
The following Call Stack is seen from the user.dmp or core of the process:
#0 0x009a8eff in sigwait () from /lib/tls/libc.so.6

#1 0x009aa705 in _quicksort () from /lib/tls/libc.so.6
#2 0x009a2619 in __assert_perror_fail () from /lib/tls/libc.so.6
#3 0x080cfc25 in mimepp::String::at(unsigned) (this=0xbfff4b60, pos=0)
at String.cpp:626
#4 0x080cfb4a in mimepp::String::operator[](unsigned) (this=0xbfff4b60,
pos=0)at String.cpp:583
#5 0x08091829 in _getAttachment (aEntity=@0x8676250,aAttachment=@0xbfff4
bf0)at Message.cpp:801
#6 0x080908e4 in mail::Message::parseAttachments_Multipart(mimepp::Messa
ge&'mail::AttachmentList&) (this=0x8671270, aMessage=@0xbfff4ce0,
aAttachments=@0x86712f8) at Message.cpp:578
#7 0x08090571 in mail::Message::parseAttachments(mimepp::Message&, mail::
AttachmentList&) (this=0x8671270, aMessage=@0xbfff4ce0, aList=
@0x86712f8) at Message.cpp:528
(20) OUTER JOINS MISSING IN REPORTS

Some web reports generated for users that are associated with data
partitions involving either one of the tables usp_contact,
usp_owned_resource, or usp_organization, are missing the outer join
clause. As result, whenever the web report is executed, the joins created
at the database level may result in a full table scan, and the results
returned are incorrect. In addition, depending on the amount of data
involved, it can have a negative effect on the performance of the system.
Steps to reproduce:
1) Add the following Constraint to an existing Data Partition:

Table: ca_contact, Type: View, Constraints: access_type=2402.
2) Login as a user associated with the above Data Partition.
3) Search for contacts in Service Desk and bring up the Contact Detail for
one of the contacts.
4) From the menu select Reports->Summary. The report that will be
generated will include multiple entries for the current contact.
(21) PROBLEM WITH MORE THAN 4000 CHARACTERS SENT VIA EMAIL DESC
When a request is made or an incident is raised with more than 4000
characters in the description field, the Service Desk application writes
the following message in the STDLOG file:
"New value of Description in cr:400002 truncated to 4000 characters; using

3940 single and multi-bytes; 61 bytes lost"
When we open the request in the web interface, the truncated description
is displayed.
Now if we edit the request and save it even without touching the
description field, we see following error:
"Description contains 4063 characters, but its maximum size is 4000"
Steps to Reproduce:
1. Set up Service Desk for Email.

2. Create a request via Email with more than 4000 characters in
description.
3. Log in to the Service Desk web interface and open the request.
4. Click on the 'Edit' button and click on 'Save' button.
(22) FILE PUBLISH USING WSP FAILED WITH WEB DIRECTOR

In a primary secondary server setup, when web director is configured and a
file is being published using Web Screen Painter, the file will not get
published properly in all the servers and the following message will be
displayed,
"Publish failed in backend: Timeout waiting for reply after 20 seconds"
Steps to Reproduce:
1. In an environment with primary and secondary servers, configure web

director for the webengines
2. Open a file in Web Screen Painter
3. Perform some changes and save the file
4. Click 'File' -> 'Publish'
5. After sometime the following message will be displayed in Web Screen
Painter, "Publish failed in backend: Timeout waiting for reply after 20
seconds".
(23) BPNOTIFY_NXD PROCESS HANGS

When a Notification message is being sent from Service Desk, the
bpnotify_nxd process may fall into an infinite loop and the notification
mail too will not be sent. The stdlog may contain ERROR level log
statement similar to the following,
"Unknown Parameter (��) - Ignored"
This happens when the options passed along with the 'pdm_mail' command are
processed in pdm_mail_common.c. The bpnotify_nxd process will fall into an
infinite loop that process each option passed with the command as the
tokens contain some junk characters.
(24) ROLE MENU IS NOT WORKING PROPERLY

When an analyst responds to email with a link to a newly created incident,
the dropdown view menu reflects the admin's menubar, not the menu for the
L2 analyst like it should.
Steps to Reproduce:
==================
1) Login as ServiceDesk
2) Create an Incident
3) Open Email notification and click the link
4) Look at the menu options of the detail page
5) Administrator's menu bar will be there instead of Level2 analyst one.
(25) SURVEY QUESTION WITH ONE ANSWER CANNOT BE SUBMITTED

Survey having Question with "Response Required" option checked cannot be
submitted and produces a popup with "You must respond to the following
questions before submitting:" message, if the Question has only one
answer.
STEPS TO REPRODUCE:
1. Login to the ServiceDesk.

2. Create a survey Template, add a Question to the survey.
3. Check "Response Required" and add only Answer to the Question and Save
the Survey.
4. Attach the Survey Template to a Managed Survey.
5. Send the survey.
6. Open the Survey link in the Email.
7. Verify for the survey question, only one Answer is available, Select
the answer and Click on "submit" button.
8. User is not able to submit the survey instead gets the following error
message.
"You must respond to the following questions before submitting: X"
(26) NOTIFICATION EMAILS NOT SENT FOR ZONEOFFSET MORE THAN 12 HRS
The Notification Emails fail to be sent when the zone offset (the
difference of time from Greenwich Mean Time) is more than twelve hours.
For example, the zone offset for Nuku'alofa is thirteen hours. The offset
becomes thirteen hours for Auckland, Wellington during the daylight
saving periods.
Steps to Reproduce:
1. Set the time zone of the Service Desk server to GMT+13:00.

2. Send a Notification Email for Incident or Request. The Notification
will not be sent.
3. From the command prompt, try following command:
"pdm_mail_nxd -v -l log.txt"
You will see following error:
"Assertion failed: zoneoffset <= 720, fail DateTime.cpp, line 548."
(27) KNOWLEDGE SEARCH FROM QUICK PROFILE IGNORES LINE FEED

From the 'Quick Profile', if the user clicks on 'Search Knowledge' with
two keywords having a newline character in between them, then the search
is performed by combining both keywords into a single keyword.
Steps to reproduce:
1. Login to ServiceDesk as Administrator.

2. Create a Knowledge Document with title as 'print failure' and publish
the document.
3. Go to Service Desk tab and from 'View' menu select 'Quick Profile...'.
4. In the 'Scratchpad' of Quick Profile window, type 'print', followed by
newline character(carriage return), and then type 'failure'.
5. Click on 'Search Knowledge' button.
6. No results are found because the search that is performed is for
'printfailure' keyword instead of searching for keywords 'print' and
'failure'. The expected behavior is to search with text by replacing
newline with space character.
(28) USER NOT ABLE TO ACCEPT DOCUMENT AS SOLUTION

When a user clicks on the 'Accept as Solution' link after adding a comment
to a Knowledge Document, the 'Please wait until form is fully loaded'
popup message is displayed and the user is not able to accept the document
as a solution for the ticket.
Steps to Reproduce:
1. Create a new ticket.

2. Add text to ticket Description.
3. Click 'Search Knowledge' button above Description field.
4. Click on a document from the ticket's 'Knowledge' tab.
5. On the Knowledge Document enter text in the "My Comment" field and
submit.
6. Now go up to Page Options and select "Accept as Solution".
7. Verify popup message "Please wait until form is fully loaded" is shown.
8. Click Ok , and see the document can't be marked as solution to the
ticket.
(29) SEARCH CONTACT DETAIL FORM IS NOT SHOWN

In R12.1,when a user clicks on "Response owner" lookup field on the
"Personalized Response" detail form, the list of contacts is shown
without bringing up the contact search screen first.
Steps to Reproduce:
1. Logon to ServiceDesk as an admin user.

2. Select Administration tab->file->New Personalized Response.
3. Click on the "Response owner" lookup field.
4. Verify the list of contacts are shown in the ui without bringing the
contact search screen first.
(30) CREATEWORKFLOWTASK METHOD RETURNS ERROR FROM CA WORKFLOW IDE

When a user creates a 'Workflow Task' in a 'Change Order' using Web
Service method 'createWorkflowTask()' from CA workflow, the user receives
the following null pointer exception error from ServiceDesk:
"Web service Actor Soap fault, AxisFault

faultCode:{http://schemas.xmlsoap.org/soap/envelope/}Server.userException
faultString: java.lang.NullPointerException"
Steps to Reproduce:
1) From CA workflow, create a process definition to use the

createWorkflowTask() method.
2) When the definition created in Step (1) is executed, the following
error appears:
"Web service Actor Soap fault, AxisFault

faultCode:{http://schemas.xmlsoap.org/soap/envelope/}
Server.userException
faultString: java.lang.NullPointerException"
(31) REOPEN WORKFLOW TASK NOT UPDATING GROUP TASKS

Workflow tasks in between group start and group end task do not go to
'Reopen-wait' status if the preceding tasks to group start goes to reopen
status. It should stay in Reopen-wait.
Steps to reproduce:
1. Add behaviors to the default out-of-the-box change order task types
Task type Behavior
Task 1 Approve
Cancelled
Complete
Pending
Reject
Reopen
Reopen-Wait
Skip
Wait
Task 2 Approve
Cancelled
Complete
Pending
Reject
Reopen
Reopen-Wait
Skip
Wait
Task 3 Approve
Cancelled
Complete
Pending
Reject
Reopen
Reopen-Wait
Skip
Wait
Task 4 Approve
Cancelled
Complete
Pending
Reject
Reopen
Reopen-Wait
Skip
Wait
Group Start Task Complete

Pending
Wait

Pending
Wait
2. Create a new change order category

3. Add the following workflow tasks to the category:-
10 Task 1
20 Task 2
30 Group Start Task
40 Task 3
50 Task 4
60 Group End Task
4. Save the change category

5. With the same user in one create a new change order and select the
category created in steps 3-5.
6. Save the change order.
7. Click the workflow task tab
8. Set the status of workflow tasks # 10 & 20 as complete. This will
make workflow task 30 as Completed and Workflow Task # 40 and 50 will
be set as Pending.
9. Select workflow task # 10 and select the Reopen status & save it. This
will cause Workflow Task # 20 to go to Reopen-Wait status but Task #40
and Task # 50 will still be Pending State.
(32) SEARCH FILTER PROBLEM WITH GROUP MEMBER LIST PAGE

Clearing the search fields on the members tab of a group record and then
clicking search will show all members of any group.
Steps to Reproduce:
1) Login as Admin
2) Search groups
3) Select any Group
4) Click on 'Members Tab'
5) Click 'Clear Filter' button
6) Click 'Search' button
7) All contacts belong to all groups will display
(33) SLOW RESPONSE WHEN USING GO BUTTON

When you have a large number of Tickets, you may experience slow performance
utilizing the GO button search functionality on the main page. Once the
GO button is selected, you may experience a delay in the display of the
Ticket detail.
Steps to Reproduce:
1- Login to ServiceDesk.
2- On Service Desk main page, top right hand side select 'incident'.
3- Enter complete incident number without any wildcard in the empty field.
4- Select 'GO' button.
5- Detail incident page will take long time to come up.
(34) SECURITY WARNING DISPLAY WHEN USING HTTPS

When Service Desk is configured to run under SSL or HTTPS, users who use
MS Internet Explorer to access the web interface, may receive the
following security warning in some cases:
"This page contains secure and non secure items.

Do you want to display the non secure items?"
This security warning should not appear as the Web Interface should always
use SSL\HTTPS.
This code change resolves the following reported cases.
1. Edit a knowledge document and click on the 'Edit Resolution' button.

The HTML editor is opened along with displaying the security warning
popup message.
2. Edit a knowledge document and click on the 'Attachment' tab. The
'Attachment' tab is displayed along with the popup security warning
message.
3. Login to Service Desk application as a user with "Access Type',
'Employee'. The application main page is displayed along with the
popup security warning message.
4. When a user launches Web Screen Painter, the security warning popup
message is displayed.
5. Go to 'Administration' tab and Navigate to Administration->Security and
Role Management->Role Management->Menu Trees. Create a new 'Menu Tree'.
On the 'Menu Tree' Detail form, click on `Customize menu' button. The
security warning popup message is displayed.
6. On the 'Knowledge' tab, perform a search on the "Knowledge Search"
screen. Right click on a document from the search results and Select
'View' link. The security warning popup message is displayed.
7. Edit a knowledge document and click on the 'Categories' tab. The
'Categories' tab is displayed along with the popup security warning
message.
8. Edit a knowledge document and click on 'Edit Resolution' button. The
HTML editor is opened. Select 'insert image' menu option. The security
warning popup message is displayed.
9. Edit a knowledge document and click on the 'Attachment' tab. The
'Attachment' tab is displayed. Now click on 'Attach file'. The security
warning popup message is displayed.
(35) DISCOVERED ASSETS SEARCH THROWS SQL ERROR

After applying the correction to Star problem USRD 590, when Searching
for Discovered Assets via a Service Desk and CMDB installation, the
the following error displays:
"AHD04199: An unexpected error occurred. Contact your administrator.

[Microsoft OLE DB Provider for SQL Server] [ SQL Code=145 SQL State=42000]
ORDER BY items must appear in the select list if SELECT DISTINCT is
specified. (asset_uuid.asset_type_id = 1 AND (not (source.subschema_id in
1) and source.delete_time is null))"
Steps to Reproduce:
1. In a system with Service Desk and CMDB apply the correction to the
problem USRD 590 and start the Service Desk services
2. Login to web interface
3. Click Search -> Configuration Items
4. In the 'Configuration Item Search' window click 'Discovered Assets'
button
5. In the 'Discovered Asset Search' window click Search
6. The following message will be displayed in on the window,
"AHD04199: An unexpected error occurred. Contact your administrator.

[Microsoft OLE DB Provider for SQL Server] [ SQL Code=145 SQL State=42000]
ORDER BY items must appear in the select list if SELECT DISTINCT is
specified. (asset_uuid.asset_type_id = 1 AND (not (source.subschema_id in
1) and soure.delete_time is null))".
(36) REPORT SUMMARY ERROR WHEN USER HAS SPACE IN SYSTEM LOGIN
When a user with a space in 'system login' name views a 'Report' using the
'Reports' menu, the following error is displayed on the Report window:
"AHD04015: Contact record not found for id <system_login>"

Steps to reproduce:
1) Login with an user that has a space in system login. ( e.g. Ud ay)
2) From the 'Service Desk' tab, 'Search' -> 'Incidents'.
3) 'Reports' -> 'Summary'
The following error is displayed in the Report window:
"AHD04015: Contact record not found for id <system_login>"
(37) WORKFLOW TASKS NOT ADDED TO GROUP PROPERLY

When Group Start Task and Group End Task are added for a Change Order form
from its detail page using 'Insert Tasks', the tasks in between them are
not considered as within the group.
Steps to Reproduce:
1. Create a Change Category with six Workflow tasks, Task#1, Task#2,..,

Task#6
2. Create a Change order with that category
3. Prior to completing any Tasks, click 'Insert Tasks' button and insert a
'Group Start Task' after Task#2
4. Similarly insert a 'Group End Task after' Task#5
5. Complete Task#1 and Task#2
6. Tasks between the 'Group Start Task' and 'Group End Task' must go into
'Pending' status parallel but only Task#3 will be changed to 'Pending'
status.
(38) WRONG TAB FOCUSED WHEN TEMPLATE TAB POSITION CHANGED

When any tab after the 'Template' tab in the detail form is clicked and
the view is shifted from edit to read only mode, then the focus is made
on the wrong tab.
Steps to Reproduce:
1. Edit detail_chg.htmpl to move the 'Template' tab up the order using

'Web Screen Painter'
2. In command prompt execute pdm_webcache -H
3. Clear the browser cache
4. Open a new/existing Change Order in edit mode
5. Click any tab after the 'Template' tab
6. Click 'Save'
7. Now the focus will be on the tab next to the one which was selected in
edit mode.
(39) LOCAL TIME ON QUICK PROFILE SHOWS ONE HOUR AHEAD IN UNIX
In Unix environment during Daylight Saving Time period, the Local Time
shown on the Quick Profile for the affected end user is a hour ahead.
Steps to Reproduce:
1. Switch Unix system to new DST and now login to Unix Service Desk Server
and set the Unix Server's Time Zone to '(GMT-04:00) EST5EDT' which is
nothing but 'EDT (Eastern Daylight Time'.
2. Create a new contact with Time Zone as 'Western Europe (EU)'.
3. From Service Desk tab select View -> 'Quick Profile..' now search for
the contact created in step 2 and select the contact to view the detail
page of contact.
4. On the displayed Contact Detail page user will see the 'Local Time'
value which is one hour ahead than the correct Local time expected.
(40) TIMESPANS NOT SUPPORTED IN ARCHIVE PURGE RULES

When an 'Archive Purge' Rule having a 'timespan' in the 'Additional
Arguments' field is executed, no data is archived showing following errors
in STDLOG:
"BPMessage::operator[6]: index out-of-bounds max = 5",

"Attempt to cast type NIL BPData to ValueVALNX".
Steps to Reproduce:
1. Login in to Service Desk

2. Go to Administration tab->Archive and Purge Rule.
3. Create a new Archive/Purge rule for the 'call_request' object with
'Additional Arguments' field having timespan (for example
close_date < EndAtTime(\'LAST_YEAR\')).
4. Now run the Archive/Purge rule.
5. Verify no data is archived showing following errors in stdlog
"BPMessage::operator[6]: index out-of-bounds max = 5" and
"Attempt to cast type NIL BPData to ValueVALNX".
(41) RIGHT CLICK ON CATEGORY PROBLEM

Right clicking on the link and folder icon of the 'Categories' defined for
'Issues' display different pop-up menus.
Steps to Reproduce:
1. Click 'Administration' - 'ServiceDesk' - 'Issues' - 'Categories'.

2. Create categories CatA, CatA.B, CatA.B.C.
3. Create a new 'Issue'. Click the 'Category' lookup.,
4. In the 'Category Selection' window expand CatA and CatA.B.
5. Right Click on any category link in the hierarchical tree and the
pop-up menu displays 'Select' and 'View Detail' whereas right clicking
on the folder icon to the left of the link does not display the same
menu.
(42) TICKET FIELDS ARE NOT POPULATING AS PER THE FIELD MAPPING
While creating a Ticket when a Knowledge Search is performed within the
Ticket's Knowledge tab, if a document is Accepted as a Solution, it is not
populating any of the fields of the Ticket per the Service Desk
Integration Field Mappings.
Steps to Reproduce:
1. Login to Service Desk

2. Review the Integration Settings under "Administration" > "Knowledge"
"Service Desk Integration" > "Field Mapping"
3. Create a New Incident and Save it.
4. Search for a Knowledge document from the knowledge tab.
Once you find the document (search for 'title')
Bring it up and select "Accept as solution"
It does not populate the fields on the Incident. The Incident is NOT
updated.
(43) TYPE OF QUICK CLOSE BUTTON ON PROFILE BROWSER IS WRONG

From the 'Quick Profile' when selecting a user contact having 'System
Login' as empty and the 'Preferred Document' for 'Default Role' is set to
'Incident' then the Scratchpad shows 'Quick Close Request' button instead
of 'Quick Close Incident'.
Steps to Reproduce:
1. Login Service Desk as Administrator and make sure the 'Default Role'
for Employee Access Type is set to 'Employee'.
2. Now on the Employee Role detail page change the Preferred Document to
Incident.
3. Create a new employee user contact with empty 'System Login' value and
Access Type is set to Employee.
4. Under Service Desk tab traverse through 'View' -> 'Quick Profile' and
select user contact created in step 3 then the scratchpad on Quick
profile window shows 'Quick Close Request' button instead of
'Quick Close Incident'.
(44) FRENCH TRANSLATION OF ISSUE AND INCIDENT REVERSED

French translation of 'Issue' and 'Incident' is reversed in 'Profil
Rapide' tab.
Steps to reproduce:
1. Click on the 'Profil Rapide' tab.

2. Search for a user.
3. Select option 10. Historique des demandes
4. The title in the right pane of the window shows:
'Historique des incidents de l'organisation pour'
The correct title should be:

'Historique des demandes client de l'organisation pour'
5. Select option 11. Historique des incidents

6. The title in the right pane of the window shows:
'Historique des demandes client de l'organisation pour'
The correct title should be:

'Historique des incidents de l'organisation pour'
(45) MISSING LOGIN BUTTON IN BLACKBERRY

>>> ATTN: THIS FIX IS FOR ENGLISH ONLY <<<
When Service Desk is accessed using Blackberry Storm or later BlackBerry
devices, the login button will not be displayed on the login screen.
Steps to reproduce:
1- Download "BlackBerry Email and MDS Services Simulators 4.1.2"

2- BlackBerry Smartphone Simulators 5.0.0 > 5.0.0.252 > 9500
3- Start the MDS
4- Start the Blackberry 9500 Emulator
5- Navigate to a CA Network r12.1 Cumulative 1 server, the login page
comes up, downloads the images, but no Login button appears.
(46) LOCALIZED WORD DURING INDEXING A KNOWLEDGE DOCUMENT MAY FAIL

While indexing a Knowledge Document that has a localized word with length
more than 50 bytes using 'pdm_k_reindex -v' utility, the following error
may be seen:
"Word 'xxxxx' is not presented in the Dictionary."
Steps to Reproduce:
1. Go to 'Administration' -> 'Knowledge' -> Search -> 'Parse Settings' and

set the Language to 'Korean'.
2. Create a Knowledge Document with title, summary, problem and resolution
which has more than 50 bytes in a single word(Japanese characters).
3. Run 'pdm_k_reindex -v' via command prompt.
4. In the command prompt user will see following message
"Word 'XXXXXXXX' is not presented in the Dictionary."
where 'XXXXXXXX' is the Japanese long word given in step 2.
(47) BOXI CROSS SITE VULNERABILITIES

If an attacker probes the application by forging a request that contains
parameters or parameter values other than the ones expected by the
application, the application may enter an undefined state that makes it
vulnerable to attack. The attacker can gain in useful information from the
application's response to this request, which information may be exploited
to locate application weaknesses.
Also the application may throw the below exception:
"Logon failed. Error:com.crystaldecisions.sdk.exception.SDKException

$Plugin
NotFoundAtCMS: The plugin xxx does not exist in the CMS".
Steps to Reproduce:
To protect our clients who have not had time to apply this fix to their
installation we are not including the steps to replicate the problem in
this notification.
(48) BOPLGIN CPU SIPKE

After applying the second set of cumulative patches for Service Desk r12.1
specifically the correction for Star Problem Number USRD 532, the STDLOG
may fill up with the following error message:
"boplgin 3928 ERROR bplaccess.c 2762 AHD04013: Internal error in method

(got_contact_domset): AHD03049: Bad input parameter "
This may be seen in a looping manner causing the BOPLGIN process to be

busy spiking in CPU.
(49) TENANCY VIOLATION WHEN CHANGING STATUS OF A WORKFLOW TASK

TENANCY VIOLATION WHEN CHANGING STATUS OF A WORKFLOW TASK Provider Tenant
tries to change the 'Status' of a Change Order's 'WorkFlow Task' which is
completed by a Service Provider Tenant's Contact and which is set to a Non
Service Provider Tenant, the following tenancy violation error is
displayed on the screen:
"AHD03116: Tenancy violation in Workflow Task Document requirements for

change belonging to tenant CA_Syd - attribute done_by references Contact
ServiceDesk belonging to tenant CA_Aust_MSP".
Steps to Reproduce:
1. Set up multi-tenancy so that you have a Service Provider and at least

one non service provider tenant.
2. Login as ServiceDesk user, go to Administration -> ServiceDesk
-> ChangeOrders -> workflow task types.
3. Create a public workflow task type and update 'Complete', 'Pending',
'Wait' and 'Reopen' status codes to the task type.
4. Open any existing change order category(for example 'Add.IT.Patch')
and add the above created workflow task to it.
5. Create a new Change Order with category('Add.IT.Patch')and set it to
a non service provider tenant and save it.
6. Now open the workflow task of the created change order and change the
status of the workflow task to 'complete' and click 'save' button.
7. Now again try to change the Workflow Task status from 'Complete' to
'Reopen'.
8. Clicking on 'Save' button gives following error
"AHD03116: Tenancy violation in Workflow Task Document requirements for

change belonging to tenant CA_Syd - attribute done_by references
Contact ServiceDesk belonging to tenant CA_Aust_MSP"(name of service
provider tenant).
(50) KNOWLEDGE SEARCH SCREEN SMALL VIA EMPLOYEE INTERFACE

>>> ATTN: THIS FIX IS FOR LOCALIZED LANGUAGES ONLY <<<
When a user is logged in as Employee and creates a new ticket, the initial
'Knowledge search' screen is too small resulting in some text from not
being displayed.
(51) COPYING A SERVICE CONTRACT WITH MAPPED PRIORITIES FAILS

While performing the 'copy' of a 'Service Contract' with more than one
'Priorities' mapped, an error message will be displayed on the screen as:
"AHD04116: A duplicate record was encountered. Insert or Update failed."
Steps to Reproduce:
1. Login to Service Desk with Administrator login credentials.

2. Under Administration tab traverse through 'Service Desk' ->
'Service Contracts' and click on 'Create New' button.
3. Enter the details and save the 'Service Contract'.
4. On the Service Contract detail page go to Priorities tab and click on
'Map Priority' and map more than one priorities associated with a
'Service Type' to them.
5. Now on the new 'Service Contract' detail page go to file -> copy and
enter name and click on save button.
6. After saving new service contract a yellow error message displayed as
follows:
"AHD04116: A duplicate record was encountered. Insert or Update
failed."
7. Even though it displayed an error message during save, a new
'Service Contract' with be created without any priorities mapped to it.
(52) ENTRY IN ACTUAL_DURATION NOT LOGGED WHEN STATUS IS CHANGED

Entered Value of 'Actual Duration' is not logged in 'Activities' if
the 'Status' is changed.
Steps to reproduce:
1. Open a Change Order with has workflow tasks attached to it.

2. Open the first workflow task in edit mode.
3. Change the 'Actual Duration' to 00:20:00.
4. Change the 'Estimated Duration' to 00:20:00.
5. Change the 'Status' from 'Pending' to 'Approve/Complete'.
6. The 'Activities' will show details about the change in 'Status' and
'Estimated Duration' but details for 'Actual Duration' will be missed.
(53) VALIDATION OF TIME SPENT FIELD NOT DONE ON CLEARING CONTENT

If an user enters a value other than the standard time format at the 'Time
Spent' field in the 'Transfer' activity window of a ticket, then the
following error message appears on the screen:
"Time Spent: Incorrect format for duration - the standard format is

hh:mm:ss"
And if the user blanks out the 'Time Spent' field and 'Save' the ticket,
then the error message still exists on the screen and not able to save the
transfer activity.
Steps to Reproduce:
1. Open an existing ticket

2. Click 'Activities' - 'Transfer '
3. In the 'Transfer' activity window type some characters in the 'Time
Spent' field and tab out. The error message "Time Spent: Incorrect
format for duration - the standard format is hh:mm:ss" appears
4. Blank out the 'Time Spent' field and tab out
5. The error message stays and the transfer activity too cannot be saved.
(54) OVERALL SUMMARY BOXI REPORT FAILS WITH NO UPPER VALUE OPTION
In BOXI Info View 'Overall Summary' BOXI Report shows the number of
Requests/Change Orders/Issues Opened or Closed in particular date range
as zero when 'No Upper Value' option is selected for 'End of Range' date
value.
Steps to Reproduce:

2. Create a contact with 'Customer' as access type.
3. Create a new Request where the 'Affected end user' is contact created
in step 2.
4. From the BOXI 'Info View' traverse through 'Public Folders' -> 'CA
Reports' -> 'CA Service Desk' -> 'Aggregate' and select 'Overall
Summary' report, select a valid date in the 'Start of Range'.
5. In the 'End of Range', select check 'No upper value' and click OK.
6. The report shows that it found the customer created above but does not
give any data for request/Change Orders etc created in step 3.
7. But if we run the same 'Overall Summary' report by selecting valid date
range for both 'Start of Range' and 'End of Range' without checking the
'No Upper Value' returns number of Requests Opened or closed correctly.
(55) INCONSISTENT BEHAVIOR OF PDMDAY FUNCTION IN BOXI

In BOXI queries, pdm functions like Pdmday, PdmMonth, PdmYear have an
inconsistent behavior when they are used within the selection list. For
example, when PdmDay is used in the 'order by' clause, it does not take
into account the local time zone, the way it does when it is used in the
selection list.
Steps to Reproduce:
1) New -> Web Intelligence Document

2) Click on CA Service Desk universe - if a java security/trust dialog
pops up, accept it/click yes.
3) CA Service Desk -> Request -> Request Analysis -> Request Hierarchies
-> Request Open
4) Drag "Day" and "Open Date" to the "Result Objects" pane
5) CA Service Desk -> Request -> Request Analysis -> Request Measures
6) Drag "Count Of Requests" to the "Result Objects" pane. You should now
have "Day", "Open Date" and "Count of Requests" in the "Result Objects"
panel
This generates wrong output when we compare to the report which contains
only "Day" and "Open Date".
(56) SOLUTION NOT IN RIGHT CLICK MENU OPTIONS IN PROFILE BROWSER

The 'Solution...' option is missing from the right click menu options of
the ticket history in the Profile Browser.
Steps to reproduce:
1) Login as Administrator. Under 'Service Desk' tab, select 'View' ->

'Quick Profile...'.
2) Click 'Search' button and select an user.
3) In left pane, select 'Request History'.
4) Mouse over to any returned request and right click, 'solution...' is
not there.
If same steps are taken from the 'Service Desk' tab after searching
requests, 'solution...' is in the right click menu options.
(57) ONLINE HELP RETRIEVAL SCREEN GARBLE

In R12.1 Japanese Service Desk release, the 'Search' menu of Online Help
displays garbled characters.
Steps to reproduce:
1) Login to Service Desk.

2) Click Help -> Help... .
3) Click "Search" tab in the newly opened help window.
The 'Go' button in left panel will have garbled characters.

(58) SERVICE DESK WEB INTERFACE HANGS WHILE EDITING WORKFLOW TASK
When trying to edit a Workflow Task with inactive Workflow Behavior, the
web interface hangs showing hour glass spinning. A variation of following
is written in the Service Desk standard log (STDLOG):
"ERROR where.y Parse error at : "(( OR code = 'REJ'

OR code = 'WAIT' OR code = '') AND is_internal = 0) OR code = 'PEND'"
(parse error)"
Steps to Reproduce:
1. Log in to Service Desk as an administrator.

2. From Administration tab, expand the 'Service Desk' tree on the left
pane.
3. Expand the 'Change Orders' tree and click on 'Categories'.
4. Click on 'Create New' button on the right pane to create a new
category.
Give a Symbol name and Code. Click on 'Workflow' tab and click on 'Add
Workflow' button to add a task. For simplicity choose an existing task
for example 'Approval'. Give a Sequence number and click Accept button.
5. Save the 'category'. On the 'Workflow' tab in the change category
detail window, click on the sequence just created to open the task
template detail window. On the 'Behavior' tab, click on the first
status to open behavior template detail window. Click on 'Edit' button
and change the 'Active' dropdown menu to 'Inactive' and click on Save.
6. Close all the pop up windows. From 'File' menu from 'Service Desk' tab,
create a new change order with newly created category. On the change
order detail window, click on the sequence on the 'Workflow Tasks' to
go to workflow detail window. Click on 'Edit' button to recreate the
problem.
(59) INAPPROPRIATE 'ACCEPT' BUTTON SEEN ON TICKET DETAIL

When executing a sequence of operations within the Web Interface, a Ticket
may display an inappropriate 'Accept' button within its detail form.
Steps to Reproduce:
1. Launch USRD.
2. Open (Display) an existing Incident or Request.
3. In the 'Request Detail' screen, click 'Activities' -> 'Log Comment'
4. After performing STEP 3, 'Create New Activity for Request xxx' screen
appears, input some texts in 'User Description' field in this window.
5. Do NOT click 'Save' button in 'Create New Activity for Request xxx'
window And also, do NOT close the windows. Keep opening the window.
6. In the 'Request Detail' screen, click 'Edit' button.
7. In the 'Attachments' tab of the 'Update Request', attach any file and
upload it.
8. In the 'Create New Activity for Request xxx' screen, click 'save'
button.
As the result of STEP 8, the 'Request Detail' screen is automatically
updated
9. In the 'Request Detail' screen, click 'Edit' button again.
As the result of STEP 9, the button which should be displayed as 'Save'
is displayed as 'Accept'.
(60) KNOWLEDGE DOCUMENT DISPLAYS UNNECESSARY OPTIONS TO EMP/CUST

In R12.1, 'Comment Type' dropdown box appears if knowledge document is
opened via email link where as if the same document opened via Service
Desk the 'Comment Type' dropdown box does not appear.
Steps to Reproduce:
===================
1) Login in Service Desk as Admin
2) Email a knowledge document to an employee
3) Open the knowledge document using employee credentials
4) The 'Comment Type' dropdown box appears.
5) Logout from the web interface session,
6) Login again and view the same knowledge document
7) The 'Comment Type' won't appear.
(61) ASSIGNEE COMBO NAME IN WEB INTELLIGENCE OF BOXI THROWS ERROR

If a query is run with 'Assignee Combo name' attribute chosen in the
'Query filter' at 'web intelligence document' of BOXI, then the following
error is displayed:
"Database Error: [DataDirect][OpenAccess ODBC]AHD12002: Error in

QueryHandler ServiceDesk-88714972-0 in method fetch_response:AHD03053:
Bad where clause: invalid constraint. Unable to resolve
assignee.combo_name.. Contact your Business Objects administrator or
database supplier for more information. (Error: WIS 10901)"
Steps to reproduce:
1. Open InfoView
2. Create new Web Intelligence document
3. set "Assignee Combo name" to query filter.
4. Click Run Query button.
5. The following ERROR is displayed:
"Database Error: [DataDirect][OpenAccess ODBC]AHD12002: Error in

QueryHandler ServiceDesk-88714972-0 in method fetch_response:AHD03053:
Bad where clause: invalid constraint. Unable to resolve
assignee.combo_name.. Contact your Business Objects administrator or
database supplier for more information. (Error: WIS 10901)"
(62) INTERNAL VALUE SAVED AS NULL FOR A NEW ACTIVITY NOTIFICATION

While creating a new activity notification with 'internal' field
unchecked, the value of the 'internal' field in the database is saved as
'NULL' instead of '0' for the activity notification.
Steps to Reproduce:
1. Go to Administration tab
2. Create new activity notification
3. Make it valid for Change Orders
4. Save the activity notification without checking the 'internal'
checkbox.
5. Now verify in the database , the internal field for new activity
notification in 'act_type' table is saved as 'Null' instead of '0'.
(63) DROPDOWN DISPLAYS WRONG VALUE IN READ ONLY MODE

When a dropdown in a ticket uses a customized factory with display name as
localized string, in the read only mode the user may see the default
'sym' value instead of the localized string.
Steps to Reproduce:
1. Create a new factory say 'sev_lang1' under 'sev' object with all
required fields by defining a mod file
2. From Web Screen Painter add a string 'zlang1' for 'sev' object
3. In detail_in.htmpl define a new macro for 'sev' object like,
<PDM_MACRO NAME=dtlDropdown hdr="Severity" attr="severity" lookup=no
factory=sev_lang1>
4. Publish the changes
5. Load values for the 'Severity' table with 'zlang1' values
6. Open a new Incident with 'Severity' value. In edit mode the 'zlang1'
values will be displayed.
7. Save the incident and in read only mode of the incident the 'sym' value
will be displayed instead of 'zlang1'.
(64) COMMA APPEARING IN CONTACT FIELD

If a user has only a last name, 'Owner' field in kd_action_publish.htmpl
is displayed in improper format like 'last_name,,' where the rest of the
forms show it as 'last_name'.
Steps to reproduce:
1. Login to the Web Interface.

2. Create a Knowledge Document or open an existing Knowledge Document for
rework.
3. Save the Knowledge Document.
4. Click on 'Publish', 'Owner' field will be shown as 'last_name,,'
(65) NLS OPTION SHOULD BE REMOVED WHILE FAST ESP IS ENABLED

When FAST ESP is enabled in Service Desk, the 'Natural Language Search'
option is removed under the Knowledge Ticket search screen which is
expected.
However, the 'Natural Language Search' option still exists under the
user's Preferences screen. 'Natural Language Search' option appears to
be in the Preferences screen in error.
Steps to Reproduce:
1. Go to 'Administrator' tab, click on 'Options Manager', click on 'Search

Engine ', change the 'ebr_version' to 'FAST'.
2. Recycle Service Desk.
3. The user goes to 'Knowledge' tab and click on 'Advanced Search'.
'Natural Language Search' option is not available. This is expected.
4. The user click on 'Preferences". 'Natural Language Search' Option is
still there.
(66) UNABLE TO UPLOAD FILES WITH JAPANESE CHARACTERS IN ITS NAME

A user may be unable to upload a file attachment to a Ticket if the file
name contains Japanese characters without a file extension. While
uploading the file, you may receive a reply of successful attachment even
though file did not attach. Hence, when an end user tries to access the
file within the Ticket, the following error is received:
"DOWNLOAD FAILED - AHD11016: Failed to download the file '<garbled
filename> (file does not exist)."
Steps to Reproduce:
1) Upload a file which has its file name in set of Japanese characters.
2) Make sure that file don't have extension.
3) File Uploaded Successfully alert box will appear.
4) Now try to download the attached file.
5) The following error will be displayed in the browser
"DOWNLOAD FAILED - AHD11016: Failed to download the file '<garbled
filename> (file does not exist)."
(67) INACTIVE CONTACTS RECEIVING KNOWLEDGE REPORT CARD EMAILS

All 'Inactive' contacts are receiving the 'Knowledge Report Card'
notification emails.
Steps to Reproduce:
1. Create a new Contact with Analyst Contact/Access Type

2. Set Knowledge Report Card Notification email
3. Confirm that the new Contact receives the email according to the
schedule
4. Change the Status of the Contact to "Inactive"
5. The Contact still receives the email.
(68) TENANCY VIOLATION ERROR SEEN WHILE CHANGING GRP OF A TICKET

After installing 'Area_Defaults' option, when a tenant user tries to edit
a category of a ticket which results in change in group of the ticket and
save the ticket, following tenancy violation error is seen in the user
interface.
"AHD03116: Tenancy violation in Request 61 belonging to tenant X -

attribute group_prev references Contact B belonging to tenant Y "
Steps to Reproduce:
1. Login to ServiceDesk with multitennacy installed.

2. Create 2 tenants one as Service Provider tenant(SP) and other as (NSP)
3. Go to Administration tab-> Security and Role Management->Groups
4. Create two groups as GRP1, GRP2 both set to tenant 'SP'.
5. Now go to Administration->ServiceDesk->Requests/Incidents->Area
6. Create request area as req_area1 with tenant set to 'NSP' and
'default_group' set to 'GRP1' and save.
7. Similarly create another request area as req_area2 with tenant set to
'NSP' and 'default_group' set to 'GRP2' and save.
8. Go to Administration->Options Manager->Request Mgr.
9. Install 'Area_Defaults' option and restart services.
10. Login again and create a request of tenant 'NSP' and request area set
to 'req_area1' and save.
11. Now edit the ticket and change the request area to 'req_area2',verify
the group of the ticket is changed to 'GRP2'.
12. Click save to see the tenancy violation error in user interface.
13. Tenancy violation error is seen each time the ticket is edited.
(69) NEW REQUEST ASSIGNEE AUTO SET FAILS WITH NEW CONTACT TYPE
After installing the 'Assignee_set' and 'Any_Contact' options in the
Options Manager and when a user, whose 'Contact Type' is not the default
'Analyst/Administrator' type, creates a new request, the logged in user is
not automatically assigned to the request.
Steps to Reproduce:
1. Create a new 'Contact Type' from Administration tab -> Service Desk ->
Application Data -> Codes -> Contact Types with name as 'newctype'.
2. Create a contact test11 with contact Type and access type as analyst.
3. Create one more contact test22 with contact type as 'newctype' and
access type as analyst.
4. Go to Administration -> Options Manager -> Request Mgr and install two
options 'Any Contact' and 'Assignee set'.
5. Login as test11 and create an incident you can see assignee is auto
set to test11 itself.
6. When user login using 'test22' credentials you will see the assignee
is not auto set to logged in user (i.e. test22).
(70) QUICK CLOSE INCIDENT ERROR

When the option 'clear_scratch_pad' is installed via Options Manager ->
Request Mgr, and if the analyst tries to create and close incidents using
'QUICK CLOSE INCIDENT' button for multiple times, profile_browser throws a
following java script error and further it will not create second incident
for that particular user.
Error:
Line: 1165ed' is null or not an object
Char: 5d.js line:11633
Error: 'menu.loaded' is null or not an object
Code: 0p://ca-tst-sd01/CAisd/scripts/std_head.js.
URL: http://<machinename>:<port>/CAisd/pdmweb.exe OP=JUST_GRONK_IT+SID=...
Steps to reproduce:
1) Install the option 'clear_scratch_pad' from Options Manager->Request

Mgr, as an Administrator and restart the ServiceDesk service.
2) Login as analyst
3) Click on 'View' -> 'Quick Profile' tab and search for the contacts.
4) Select a contact.
5) Type in something in the ScrachPad and click on 'Quick Close Incident'
6) You will find 'Quick close incident XX created'.
7) Type in something in the Scratchpad for second time and click on 'Quick
Close Incident', the message will appear as 'Quick close incident for
analyst, analyst in progress', but incident will not be created.
(71) UNABLE TO COPY CHANGE ORDER DUE TO ILIMIT ERROR

When new columns are added to the 'chg' object, then the user may receive
the following message during a 'Copy' operation of a 'Change Order':
"AHD04416: Internal error: Unable to access data error in

make_from_template"
and the STDLOG shows:
"Spell interp failed at chg.spl:2589:chg::make_from_template: ilimit

exceeded"
Known Steps to replicate:
1 - Add 425+ columns to the chg table, using WSP.

2 - Create and save a change order.
3 - From the Saved Change Order 'File' > 'Copy' the user will get the
message:

make_from_template"
(72) CGI TIMEOUT ERRORS WHEN PERFORMING ACTIVITES ON TICKETS

Intermittently, 'Analyst' users may receive a spinning hour glass when
they perform an activity on any ticket. For example, when they perform a
transfer activity via Menu-> Activities->Transfer on a Call Request
detail form. The hour glass usually continues to spin for several minutes
after which they receive the following CGI timeout error:
"CGI Timeout - The specified CGI application exceeded the allowed time
for processing. The server has deleted the process."
The windows application log contains the following errors that seem to
correlate to the time the errors are reported:
"Source: W3SVC-WP
Type: Error
Event ID: 2216
Description: The script started from the URL '/CAisd/pdmweb.exe' with
parameters 'SID=#########+FID=########+OP=SHOW_DETAIL
+FACTORY=cr+PERSID=cr%3A########' has not responded within
the configured timeout period. The HTTP server is
terminating the script."
Where ######### is a number that changes.
When the analyst user reopens the same ticket, the update action that had
hung has been successfully completed. There is no loss of data or user
actions.
Note: This problem cannot be replicated at will and usually occurs at

random.
There is no specific pattern for the occurrence and not associated
with peak load or performance issues.
(73) KNOWLEDGE SCREEN LAYOUT IS NOT PROPER FORMAT

When knowledge document is created from the ServiceDesk->Knowledge
Documents, File->New Knowledge Documents, the layout of the Knowledge
Document screen may be improper.
Steps to reproduce:
1) Login to ServiceDesk and go to ServiceDesk menu.

2) Click Knowledge document from the left menu.
3) Now click on File -> New Knowledge Document
4) A new window will be opened.
5) The fields like 'Assign to Category Owner' is improperly aligned.
(74) KNOWLEDGE DOCUMENT DOES NOT OPEN IF USERID HAS DOMAIN/NAME
Knowledge Documents may fail to open if the logged in user has a System
Login in the domain/name format.
Steps to reproduce:
1) Create an user with userid/login name as 'domain/username'.

2) Login with the user created in Step 1.
3) Go to Knowledge Tab and Select any Knowledge Document from any
Category.
4) When interface will be hung and knowledge document won't open.
(75) ERROR ATTACHING ZIP FILES FROM WEB SERVICES

When a custom Web Service program uses createAttmnt() Web Service method
to attach compressed or zipped files (.ZIP or .GZ) to a Ticket, the files
get attached successfully, but these files cannot be unzipped or opened
later on when downloaded from the Service Desk ticket. The ZIP files
appear to be corrupt and the following error message is received:
"The Compressed (zipped) Folder is invalid or corrupted"
This problem does not occur for plain text files or if the compressed
files are attached via web interface.
Steps to Reproduce:
1. Write a custom Web Service program that access Service Desk 12.1
web services and performs an attachment upload to knowledge repository
using createAttmnt() web service call.
2. Login web client, go to Knowledge repository under 'Administration' tab
and try viewing the uploaded attachment content.
3. The zip file uploaded appear to be corrupted and the following error
message is shown when viewing:
'The Compressed (zipped) Folder is invalid or corrupted'
4. Try uploading the same zip file via web interface and it can be seen
the zip file's content can be viewed and not corrupted.
(76) LOCALIZED CHARACTERS GARBLED IN CONSOLE OUTPUT FOR BOP_SINFO

>>> ATTN: THIS FIX IS FOR LOCALIZED LANGUAGES ONLY <<<
While executing the 'bop_sinfo' command utility, the localized output
characters are shown garbled in the command prompt.
Steps To Reproduce:
1. Login to system where ServiceDesk is installed

2. Open command Prompt.
3. Run bop_sinfo utility on any object( for exp cr/state).
4. Verify in the output in console.
5. All localized characters are shown as garbled
(77) DOCUMENTS WITH INVALID ATTACHMENTS ARE NOT INDEXED

In an environment where Service Desk is integrated with FAST, after
running pdm_k_reindex some Knowledge Documents are still un-indexed even
though pdm_k_reindex shows 0 remaining documents to be indexed. On a
closer look the user can determine that the attachments are not working,
due to the following error:
"AHD11016: Failed to download the file 'xxxx' (file does not exist)."
The fix for this problem will index the documents that have invalid
attachments and will write to stdlog and jsrvr.log error messages. The
Knowledge Administrator will have to confirm that the file(s) are missing
and fix the problem, or the attachments will never be indexed.
The errors written to the stdlog will be similar to the following:
"sda 8036 ERROR sda.cpp 1885 Error returned by the Repository Daemon"
"sda 8036 ERROR sda.cpp 1885 AHD11016: Failed to download the file
'file.txt' (file does not exist)."
"sda 8036 ERROR sda.cpp 1885 In downloadFile, fileName is null"
"sda 8036 ERROR sda.cpp 1885 AHD11016: Failed to download the file
'file.txt' (file does not exist)."
The errors written to the jsrvr.log will be similar to the following:
"ERROR UploadServlet 694 downloadFile: java.io.IOException: Unable to

complete your request. The following error was encountered : AHD11016:
Failed to download the file 'file.txt' (file does not exist)."
"java.io.IOException: Unable to complete your request. The following error

was encountered : AHD11016: Failed to download the file 'file.txt'
(file does not exist).
at com.ca.ServicePlus.uploadservlet.UploadServlet.retrieveData
(UploadServlet.java:424)
at com.ca.ServicePlus.uploadservlet.UploadServlet.doGet
(UploadServlet.java:278)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:690)
at javax.servlet.http.HttpServlet.service(HttpServlet.java:803)
at org.apache.catalina.core.ApplicationFilterChain.internalDoFilter
(ApplicationFilterChain.java:269)
at org.apache.catalina.core.ApplicationFilterChain.doFilter
(ApplicationFilterChain.java:188)
at org.apache.catalina.core.StandardWrapperValve.invoke
(StandardWrapperValve.java:213)
at org.apache.catalina.core.StandardContextValve.invoke
(StandardContextValve.java:174)
at org.apache.catalina.core.StandardHostValve.invoke
(StandardHostValve.java:127)
at org.apache.catalina.valves.ErrorReportValve.invoke
(ErrorReportValve.java:117)
at org.apache.catalina.core.StandardEngineValve.invoke
(StandardEngineValve.java:108)
at org.apache.catalina.connector.CoyoteAdapter.service
(CoyoteAdapter.java:151)
at org.apache.coyote.http11.Http11Processor.process
(Http11Processor.java:874)
at org.apache.coyote.http11.Http11BaseProtocol
$Http11ConnectionHandler.processConnection(Http11BaseProtocol.java)
at org.apache.tomcat.util.net.PoolTcpEndpoint.processSocket
(PoolTcpEndpoint.java:528)
at org.apache.tomcat.util.net.LeaderFollowerWorkerThread.runIt
(LeaderFollowerWorkerThread.java:81)
"ERROR UploadServlet 753 downloadFile: AHD11016: Failed to download the
file 'file.txt' (file does not exist). - This might be an invalid
attachment to a KD."
(78) SERVICE DESK LOGIN SCREEN APPEARS AFTER SURVEY IS SUBMITTED

In a Service Desk environment integrated with CA Site Minder, when users
Submit a survey, then Site Minder may take the user to the Service Desk
logon screen instead of displaying a 'Thank You' type message.
Steps to Reproduce:
1. Integrated Service Desk with Site minder and protect the

/CAisd/pdmweb.exe URL.
2. Send a survey to the users.
3. After users submit the survey it takes to the login screen instead of
displaying Thank You survey detail page.
(79) WEBENGINE PROCESS MAY TERMINATE INTERMITTENTLY

Webengine process may terminate intermittently.
Following sample Call Stack could be seen in the user dump generated:
webengine!Session::manage_form_cache+0xac
webengine!Session::show_form+0xae1
webengine!Session::recvmsg+0x229e
webengine!BPObject_Proxy_Catcher::recvmsg+0x49
webengine!BPObject::handle_bpmsg_receive+0xe4
webengine!Locally_sent_message::recv_msg+0x106
webengine!PORT_SERVICE_SLNX::fire_callback+0xdd
webengine!PORT_SERVICE_SLNX::timeout_service+0xc5
webengine!PORT_SERVICE_SLNX::timeout_service+0x23
webengine!service_run+0x3f74
webengine!main+0x49
webengine!mainCRTStartup+0x183
(80) OVERALL SUMMARY BOXI REPORT FAILS WITH ZERO CUSTOMERS

In BOXI Info View 'Overall Summary' BOXI Report is empty, when the number
of contacts with 'Customer' contact type is zero.
Steps to Reproduce:

2. Make sure that there are no contacts with 'Customer' contact type in
'ca_contact' table.
3. Create some Requests, Issues and Change Orders.
4. From the BOXI 'Info View' traverse through 'Public Folders' ->
'CA Reports' -> 'CA Service Desk' -> 'Aggregate' and select
'Overall Summary' report, select a valid date in both 'Start of Range'
and in 'End of Range'.
5. The report shows only '0 Customers Found' message with entire report
as empty.
6. But if we run the same 'Overall Summary' report after creating at
least one contact with 'Customer' contact type and giving valid 'Start
of Range' and 'End of Range' returns number of Requests Opened or
Closed correctly.
(81) KEEPLINKS AND KEEPTAGS USED TOGETHER GIVES ERROR

The user may find the below error in the STDLOG:
"web:local 8156 ERROR parse.c 2556 Both KEEPTAGS and KEEPLINKS are set
to YES at list_KD_ALL.htmpl[79]."
This happens because 'keeptags' and 'keeplinks' are used together in

'list_KD_ALL.htmpl'.
(82) APOSTROPHE IN THE INPUT CAUSES PDM_TEXT_CMD TO LOG ERROR

If the input values to the 'pdm_text_cmd' utility include an apostrophe,
it may log the following errors in the STDLOG:
"ERROR where.y 885 Parse error at : "( type = 'se'itc' ) AND

(parent_id = -1 )" (parse error)
ERROR text_api.spl 2091 fetch_dob_list (grc) sync_fetch (se'itc)

error: AHD03053: Bad where clause: Parse error at:"( type = 'se'itc' )
AND (parent_id = -1 )" (parse error)
ERROR other_text_api.spl 542 AHD58003: Invalid search criteria (class

= lookup_grc(se'itc)). Cannot continue processing! Original Input:
%SEARCH_EXPLICIT=CLASS %CLASS=se'itc %MAC_ADDRESS=testmaya
%FROM_USERID=servicedesk"
and as a result the following message is displayed at the command prompt:
"AHD58003: Invalid search criteria (class = lookup_grc(se'itc)).

Cannot continue processing!"
Steps to Reproduce:
1. Login Service Desk web client and create a CI with following name and
class
Name: testCI
Class: se'itc
2. Open DOS prompt

3. Run the following command
pdm_text_cmd -t ASSET -u servicedesk -o UPDATE
4. The DOS prompt will wait for inputting the parameter, input the
following one:
%SEARCH_EXPLICIT=CLASS
%CLASS=se'itc
%MAC_ADDRESS=testmaya
%%%%%
5. The following errors are displayed at the Command Prompt:
"AHD58003: Invalid search criteria (class = lookup_grc(se'itc)).

Cannot continue processing!"
(83) DATE FORMAT IN THE ACTIVITY LOG MESSAGES IS INCORRECT

The date format in the activity log messages of a change order is shown in
incorrect format after setting '@NX_EXPANDER_FORMAT' nx variable to
"yyyy-mm-dd" and 'DateFormat' variable in web.cfg to "yyyy-mm-dd".
Steps To Reproduce:
1. Set '@NX_EXPANDER_FORMAT' variable in NX.ENV to "yyyy-mm-dd".

2. Set 'DateFormat' variable in web.cfg to "yyyy-mm-dd hh:mm a(am,pm)"
3. Restart Servicedesk services.
4. Create a new change order and save.
5. Open the existing change order ticket and change the 'Call Back
Date/Time' and save the ticket.
6. Verify date format shown in the messages logged in the activity log is
not in correct format.
(84) UNABLE TO ALLOW PARENT/CHILD RELATIONS ACROSS TICKET TYPES

After the installation of the correction to STAR problem USRDWS 558, which
is included in the out of the box Service Desk r12.1 release, ticket types
can no longer have another ticket type as a parent or child because it was
stated that it would be in violation of ITIL specifications. For example,
an 'Incident' could no longer be the parent of a 'Request'. However as
ITIL does not particularly specify this requirement, users can now revert
to the original behavior of Service Desk which allows parent/child
relationships across ticket types.
Steps to reproduce:
1. Create an Incident and a Request.

2. Open the Incident detail screen and click 'Edit'.
3. Click on the 'Parent / Child' tab and enter the ticket number of the
Request.
4. Click 'Save'.
The correction to this problem introduces a new NX.env option:

NX_TICKET_REL.
This option can be set to either 'Yes' or 'No'. If the value is set to
'Yes', Service Desk will allow parent/child relationships across ticket
types. If the value is set to 'No' or is not installed, Service Desk will
continue to not allow such relationships.
This patch requires manual post installation steps as mentioned in the

installation instructions section of the readme.
(85) QUICK PROFILE DOES NOT COPY CONTENTS FROM SCRATCH PAD
After applying second set of cumulative patches for Service Desk r12.1,
contents of the scratchpad are not copied to the Incident From Quick
Profile if avoid popup is set under preferences.
Steps to Reproduce:
1. Apply Second Set of Cumulative patch and log into Web Interface.
2. Under 'Service Desk' tab, go to -> 'View' -> 'Preferences' and check
'Avoid Popups' and click on 'Save'.
3. Under 'Service Desk' tab, go to 'View' & click 'Profile Browser'.
4. Select a contact and enter some text in 'Scratchpad' and click on 'New'
Button.
5. It can be seen contact information or data entered in 'Scratchpad' area
is not copied to the ticket detail window.
(86) USER OF ONE TENANT CAN ACCESS OTHER TENANTS' ATTACHMENTS

On trying to access the attachment of another tenant directly using the URL,
the user is able to see the attachment.
Steps to Reproduce:
1) Create a ticket within tenant1.

2) Create an attachment for this ticket.
3) Open a browser window and go to a URL formatted like this:
http://SERVERNAME/CAisd/pdmweb.exe?OP=SHOW_DETAIL+HTMPL=xx_attmnt_tab.htmpl
PERSID=cr:XXXXX'(input SERVERNAME and the Persid of the ticket created
should entered at XXXXX)
This will bring a login prompt, log in as a user who belongs to tenant 2.
4) The user is able to see the attachment even if he is not permitted to.
(87) INCONSISTENT SEARCH RESULT WITH ADDITIONAL ARGUMENTS

A search with 'Additional Arguments' returns inconsistent search results
when parenthesis is used to separate each condition.
Steps to Reproduce:
1. In the contact search page, from Active dropdown, select 'Active' and
in the 'Additional Search Arguments' field, use following:
last_name like 'a%' OR last_name like 'z%'
when you click on search button, it will return only the active users
whose last name starts with 'a' or 'z'. If you click on the 'Show
Filter' button, the 'Additional Search Arguments' field is now
modified to read:
(last_name like 'a%' OR last_name like 'z%').
2. Modify the 'Additional Search Arguments' as follows:
(last_name like 'a%') OR (last_name like 'z%')
Now when the search button is clicked, the search result returns only
the active users whose last name starts with 'a' and both the active
and inactive users whose last name starts with 'z'. If you click on
the 'Show Filter' button, the 'Additional Search Arguments' field does
not change.
3. Modify the 'Additional Search Arguments' as follows:
((last_name like 'a%') OR (last_name like 'z%'))
This will result in exactly same result as in #1 and the 'Additional

Search Arguments' field does not change.
(88) DOUBLE QUOTE IN TEMPLATE NAME PROBLEM

If a Template name contains a double quote character ("), the 'Profile
Browser' page may fail with a JavaScript error. This would be seen when
the problematic template name is loaded to a drop down list with 'Quick
templates'.
Steps to reproduce:
1. Login as an Analyst to the 'ServiceDesk'.

2. Create an 'Incident template', 'Quick Template' with the name 'test1'
3. Open the 'Profile Browser' and select yourself as a contact
-> You get the 'Quick Template' drop-down-list right of the
'Scratchpad'
4. Create another 'Incident template' 'Quick Template' with the name
'test"2"
(Note: There is a double-quote in the name)
5. Open the 'Profile Browser' and select yourself as a contact
-> No drop-down-list is shown anymore. A JavaScript error will appear:
"A Runtime Error has occurred.

Do you wish to Debug?
Line: 156
Error: Expected ')'"
After you click on 'Yes', you will see the following line in the
pdmweb.exe:
qt_selections[qt_selections.length] = new Array("cr:400040;1",

"test"2","10/13/2009 10:47 am");
(89) AUTO ASSIGNMENT MAY FAIL WHEN LOCATIONS ARE DEFINED

When Auto Assignment is enabled for an Area, it may fail to work when one
or more of the groups defined have a Location restriction defined in their
own Auto Assignment tab.
Steps to reproduce:
1. Create two groups as Grp1 and Grp2.

2. Create a Contact as AnalystGrp1, make its Contact Type as 'Analyst',
mark it as Available and assign it to group Grp1.
3. Create a Contact as AnalystGrp2, make its Contact Type as 'Analyst',
mark it as Available and assign it to group Grp2.
4. Create a Location as LocA.
5. Create a Contact as CustomerLocA and set its location to LocA.
6. Create a Request Area as AreaA and enable Auto Assignment for it.
7. Set AreaA's Auto Assignment Groups as Grp1 and Grp2, and its Location
as LocA.
8. Create an Incident with CustomerLocA as the End User and AreaA as the
Incident Area. Auto Assignment will work and assign it to an Analyst
within either Grp1 or Grp2.
9. Create a Location as LocB and edit Grp1, setting the Location on its
Auto Assignment tab to LocB.
10. Create another Incident with CustomerLocA as the End User and AreaA
as the Incident Area. Auto Assignment will not work, even though it
should choose the analyst from Grp2, which has no Location
restriction in regards to Auto Assignment.
(90) MAIL ATTACHMENT DO NOT WORK WITH DELIMITERS

When an email with an attachment is sent to mail eater process to create a
ticket, with the delimiters '"start-request"' and '"end-request"' in the
body of the email, then the ticket is created without the attachment.
Steps to reproduce:
1. Set up mail eater.

2. Send the mail to the mail eater process with Subject 'CR', an
attachment and the following body with delimiters:
"start-request"
%SUMMARY = request created via e-mail interface

%DESCRIPTION = request created via the SD e-mail interface
%ASSIGNEE = ServiceDesk
%AFFECTED END USER = ServiceDesk
"end-request"
3. Request gets created but the attachment is discarded.
(91) SQL AGENT DISCONNECT MAY RESULT IN DATA LOSS

When using Service Desk configured against a remote SQL Server database,
there is a possibility that when a Service Desk SQL agent is disconnected
it may fail to maintain any queued data for insertion during reconnection
to SQL Server. This may result in tickets that appear to be created, but
are in fact not inserted in the database, causing data loss to occur. This
problem has been found to occur on tables having more than 64 columns,
and this problem is specific with Microsoft SQL Server database.
Steps to reproduce:
1. Install Service Desk and configure it to run against a remote MDB.

2. Log in to the Service Desk web interface and leave the session open.
3. On the remote MDB installation, restart the Microsoft SQL Server
service.
4. In the Service Desk session go to 'File' -> 'New Change Order'.
5. Assign it to a 'Requester' and click 'Save'.
6. A successful save message will be seen. In the standard log files
(STDLOG), messages like the following will appear:
"sqlagt:Change_Act 4632 ERROR sqlclass.c 911 SQL Execute failed:

[Microsoft OLEDB Provider for SQL Server]
[SQL Code=11 SQL State=08S01][DBNETLIB][ConnectionWrite (send()).]
General network error. Check your network documentation."
"sqlagt:Change_Act 4632 ERROR sqlsrvr.c 640 SQL connection lost

detected and is being handled."
"sqlagt:Change_Act 4632 SIGNIFICANT sqlclass.c 454 Successfully

logged back on to SQL Server"
7. Close the Change Order detail screen and attempt to search for the
Change Order by its Reference Number. The following error message will
be returned:
"Change order not found"
After applying the resolution to this problem, tickets such as Change

Orders should no longer be lost. Should there be a case of communication
disruption between Service Desk and SQL Server, the following line may get
printed to the standard log (STDLOG) files to indicate that ticket loss
has been avoided:
"SQL Server replied success on update, but failed to return a valid

rowsAffected. Assuming connection failure"
(92) CACHING PROBLEM ON REQUEST/INCIDENT AREA PROPERTIES

In a primary-secondary server environment, if an user updates the
properties of 'Request Area' by connecting from secondary server and use
the same 'Request area' in a 'Request/Incident/Problem' connecting from
the primary server then all the properties may disappear, neither the
newly added properties nor the old ones. This happens when the end user
try using the 'Request Area' from the secondary server whose properties
are updated from primary server.
Steps to reproduce:
Env: (Primary + One Secondary on windows) One Domsrvr and webengine

on the Secondary:
1) Login to the Primary Server and four properties to the Request Area
"Application"
2) Now use the same Request Area in a Request. (You will see all
properties)
3) Now login to Secondary server Webengine and edit the same Request Area
i.e. "Application" and add a couple of more properties.
4) Try to use this request area(Application) in a Request, you will not
be able to see any properties.
(93) BREL IN MAJIC QUERIES DONOT WORK CORRECTLY POST CUMULATIVE#2

After the installation of the second set of cumulative patches for r12.1,
specifically the resolution to STAR problem USRD 685, any user that
belongs to a group that has any workflow task auto assigned to it is able
to access and edit any workflow task. This is because the resolution of
the problem USRD 685 introduced a condition that checks for 'BREL'
attribute in Data partition constraint.
A query is sent to DBMS when evaluating BREL attribute. But, a where

clause with improper parenthesis in it causes fetching of wrong results.
This result leads to inappropriate behavior of allowing users to edit
workflow tasks.
Steps to Reproduce:
1. Apply R12.1 cum# 2, login Service Desk web client as 'Administrator'

and create a 'Pre-Update' data partition constraint on workflow task
table.
2. Use below majic query in the constraint field, here 'group_list' is a
'BREL' attribute:
'chg.assignee=@root.id OR (chg.assignee!=@root.id AND assignee=@root.id)

OR (chg.assignee!=@root.id AND (group.[group]group_list.member IN
(@root.id)))'
3. Associate the constraint with any data partition say

'Service Desk manager' and then the data partition to a 'Role' under
'Authorization' tab. Let us say 'Service Desk Manager' role here.
4. Create a contact 'cnt1' and assign 'Service Desk Management' access
type.
5. Create two groups 'grp1' and 'grp2'. Add contact 'cnt1' as a member of
'grp1'.
6. Create a workflow with three workflows tasks in it. Let us say sequence
of workflow tasks as '10', '20' and '30'.
7. Assign 'grp2' in the group field for workflow task '10' and 'grp1' to
work flow task '20'.
8. Associate the workflow created with a change order category.
9. Create a change order with category used in step - 8 and choose
assignee other than 'cnt1'.
10. Login as 'cnt1' and open the change order created in step - 9.
11. Now, try editing workflow task '10' under the 'work flow' tab.
It can be seen, user 'cnt1' will be allowed to edit the workflow
task '10' even though he does not pass the data partition constraint.
i.e. 'cnt1' is not the assignee of change order or not the assignee
of workflow task '10' or not part of 'grp2' assigned to the task.
(94) LIST ALL FOR CUSTOMIZED STORED QUERY THROWS SCRIPT ERROR
If the customized Scoreboard Node for the Employee interface has a large
stored query associated to it, then the list all or next page option on
the detail web form does not work properly showing the following script
error:
"SID null or not an object".
Steps to Reproduce:
1. Create 5 groups and note their uuid's.

2. Create a custom stored query for call_request like
"(customer = @cnt.id or assignee = @cnt.id or log_agent = @cnt.id or

group.[group]group_list.member IN (@cnt.id) or
group.[group]group_list.member IN(U\'grp1id\') or
group.[group]group_list.member IN (U\'grp2id\') or
group.[group]group_list.member IN (U\'grp3id\')or
group.[group]group_list.member IN (U\'grp4id\') or
group.[group]group_list.member IN (U\ grp5id\')or
last_mod_by = @cnt.id) and active=1 and type = \'I\'".
3. Create a scoreboard node using the above query for the employee role.
4. Login as an employee which belongs to any of the 5 groups created and
create more than 25 incidents.
5. Now try to click on the custom node and use next page/list all function
on the detail form to get the script error.
(95) BPEBR_NXD DAEMON MAY CRASH

BPEBR_NXD daemon may abnormally terminate when the end user performs
certain operations using Knowledge Document Search filter. The memory
dump of the terminating process may display a Call Stack similar to this:
"bpebr_nxd!KDData::add_doc_links+0xc
bpebr_nxd!DocLinks::findOrCreate+0x3bc
bpebr_nxd!DocLinks::findOrCreate+0x10
bpebr_nxd!KDFilter::recvmsg+0x35c
bpebr_nxd!BPObject::handle_bpmsg_receive+0xe4
bpebr_nxd!BPObject::receive_msg_nx+0x10b8
bpebr_nxd!BPObject::process_bundled_message+0xc9
bpebr_nxd!BPObject::bundled_msg_catcher+0x126
bpebr_nxd!SLUMP_MSG_CB_CATCHER::receive+0x65
bpebr_nxd!SLUMP::scan_callbacks+0xb1
bpebr_nxd!SLUMP::distribute+0x81
bpebr_nxd!SLUMP::distribute+0x262
bpebr_nxd!SLUMP::socket_read+0x56
bpebr_nxd!SLNX_SOCKET_PORT_SLNX::service_read+0x44a
bpebr_nxd!PORT_SERVICE_SLNX::service+0x37d
bpebr_nxd!PORT_SERVICE_SLNX::service+0x14a
bpebr_nxd!PORT_SERVICE_SLNX::service+0x19
bpebr_nxd!SLUMP_MSG::wait+0x77
bpebr_nxd!main+0x2910
bpebr_nxd!mainCRTStartup+0x183
kernel32!BaseProcessStart+0x23"
(96) INACTIVE ANNOUNCEMENT CAN BE MADE ACTIVE

Status of an 'Inactive' announcement is allowed to change to 'Active' even
when the close date is set to prior to current date.
Steps to Reproduce:
1. Login Service Desk web client.

2. Create a 'Announcement' by going to 'Service Desk' tab -> 'File' menu
-> choose 'Create New Announcement' option.
3. Set the 'Close Date/Time' field and save the announcement.
Announcement created is made inactive when closed date is passed.
4. Search for the inactive announcements by going to 'Service Desk' tab
-> 'Search' menu -> 'Announcements' and 'Status' dropdown set to
'Inactive'.
5. Open and edit the inactive announcement. Change the 'Status' of the
announcement from 'Inactive' to 'Active' and try saving it.
It can be seen user is allowed to 'Save' even when the close date value
is prior to the current date.
(97) KT_DAEMON TERMINATES WHEN CHANGING CATEGORY PERMISSIONS

When changing permissions on a 'Knowledge Category' sometimes the
kt_daemon process may abnormally terminate with a call stack similar to
the following:
"kt_daemon!strcmp+0x6c
kt_daemon!operator==+0x15
kt_daemon!CInheritPermissions::OpDone+0x31
kt_daemon!CInheritPermissions::recvmsg+0xa22"
The STDLOG will contain statements similar to the following:
"ERROR KCATPermission.c 335 In class CInheritPermissions

(called as a result of 'pgroups_value' trigger. failed In method
set_PermissionIndex_val_done, Object ID: 401252In class
CInheritPermissions
(called as a result of 'pgroups_value' trigger. failed In method
set_PermissionIndex_val_done, Object ID: . Error Message: Error 9 1
READ_PGROUP NOT FOUND"
"SIGNIFICANT connmgr.c 2314 Disconnecting client kt_daemon"

"SIGNIFICANT pdm_process.c 782 Process stopped
(C:/PROGRA~1/CA/SERVIC~1/bin/kt_daemon return: -1073741819"
(98) DETAIL AUDIT LOG SHOWS UNDEFINED FOR NR AND CNT OBJECT
When a user opens audit log details for Configuration Item or Contact,
'Audit Object ID' is seen as 'undefined'.
Steps to Reproduce:
1) Install options 'audit_ins' and 'audit_upd' and restart Service Desk

Service.
2) Create a new Configuration Item
3) Create a new Contact.
4) Go to Administration -> Service Desk -> Audit Log List.
5) Click on Insert/Update Operation for Contact or Configuration to open
Audit log detail screen.
6) The 'Audit Object ID' is Audit Log Detail screen will be displayed as
'undefined'.
(99) ANNOUNCEMENTS ON EMPLOYEE INTERFACE SHOW SERVER TIME

Announcements on the Employee/Customer interface show Server time and does
not consider local time zone.
Steps to Reproduce:
1. Create an announcement.
2. Log in Service Desk web interface as Employee from a box which is in
different time zone.
3. The Announcement will be shown in Server Time and not according to
local time zone.
(100) HORIZONTAL RULE TAG BREAKS DOCUMENT

Adding an HR tag (horizontal rule) as the first item in a Knowledge Document
resolution and then hitting enter after it will place paragraph tags around
the HR tag and cause the edit resolution screen to be blank.
Steps to Reproduce:
1) Log into Service Desk via the web client.

2) Click on the Knowledge Tab and right click on a category to select New
Knowledge Document.
3) Click the Edit Resolution button with "HTML Source" checked.
4) Select Insert>Horizontal Rule. A Horizontal Rule is shown at the top.
5) Hit enter once and type TEST.
6) Select OK.
7) OK does not return you to the knowledge doc.
8) close this window and see the Resolution field contains the HTML code:
<P><HR></P><P>Test</P>
9) Clicking Edit Resolution takes you to a blank screen.
This is duplicated from USRDWS # 778.
(101) REPORTS MAY FAIL USING DOMAIN\USERID LOGIN

After the installation of the second set of cumulative patches for Service
Desk r12.1, more specifically the resolution to STAR problem USRD 522, the
web reports run by a user logged in using the domain\username format may
fail with error below:
"AHD04015: Contact record not found for id (domain/username)".
Steps to reproduce:
1. Login to Service Desk as an Administrator.

2. Create an Analyst contact with a System Login of the form
domain\userid.
3. Login to Service Desk as the user crated at step 2.
4. Run any Summary or Detail report => the report will fail with error
"AHD04015: Contact record not found for id (domain/username)".
(102) MISSING EMAIL ADDRESS NOTIFICATION

When Service Desk is configured to process and send out notifications to
specific contacts defined in its system, it will output an error message
in the standard log files when one or more of those contacts does not have
an email address specified in its record. The message will also proceed to
list the email's subject and body in the standard log.
Steps to reproduce:
1. Create a contact in Service Desk.

2. On the 'Notification' tab of the contact's detail screen, set the
'Method' to Email and the 'Work shifts for Notification Methods' to 24
Hours.
3. Create a Change Order and set the 'Requester' and 'Affected End User'
to this contact.
4. Once the Change Order is saved Service Desk will attempt to notify the
contact, however because the email address has not been set, an error
message similar to the following will appear in the standard log file:
"bpnotify_nxd 6068 ERROR pdm_mail_common.c 1165 Email address is

not set. Email Subject(...) Message(...) MessageHTML(...)"
To avoid the Standard Log File STDLOG to be flooded by this message, a new
NX variable has been added, called NX_SKIP_NO_EMAIL_NOTIFICATION_LOG.
This option can be set to either '1' or '0'. If the value is set to '1',
Service Desk will not print the above error message to the standard log
files. It is not always recommended to turn off this message as it will
hide diagnostic information from CA Support.
This install requires manual post installation steps as mentioned in the

(103) ENVIRONMENT TAB SLOW ON CONTACT DETAIL PAGE

The 'Environment' tab on detail_cnt.htmpl does not limit the returned
results to the first 25. Hence, if there are hundreds or thousands of
assets in a contact's environment, the detail_cnt.htmpl page will timeout
or not display.
Known steps to reproduce:
1) Create 30 CI.
2) Select an user and add all the existing 30 CIs as the environment for
that user.
3) Check the 'Environment' tab and all 30 CIs should be listed. On a list
with many CIs the page will time out.
(104) FAST FETCHING INCORRECT RESULTS FOR KNOWLEDGE SEARCH

When the 'Title' field of the Knowledge Document has both English and
Japanese characters, then FAST may detect the language of the document
wrongly as Traditional Chinese and index the keywords accordingly which
leads to improper fetching of results for the search involving the
Japanese characters.
Steps to Reproduce:
1. Create and publish a Knowledge Document with both English and Japanese
characters in the 'Title' field
2. Search for a combination of the Japanese characters and the result will
not be as expected.
(105) LOTUS NOTES URL ATTACHMENTS ARE MALFORMED

Lotus Notes URL attachments that begin with upper case 'N' are being
malformed by being prefixed with 'http://' by Service Desk. For example,
URL 'Notes://<hostname>/...' becomes 'http://notes://<hostname>/...'.
Steps to reproduce:
1. Login to Service Desk

2. Edit/Create an 'Incident'.
3. Select the 'Attachments' tab
4. Click on the 'Attach URL" button
5. Type in string 'Notes://localhost/' in the 'URL' field and 'localhost'
in the 'Name' field and click the 'Save' button.
6. Click on the newly attached link => A window will pop-up with the title
of 'http://notes://localhost/'
(106) CLOSE OR REOPEN TIMESTAMP MISMATCH FOR EMPLOYEE INTERFACE

On an environment where the logged in user's machine and the Service Desk
server are on different time zones, the Close/Reopen timestamp of a ticket
does not match the local time of the user's machine, if a ticket is
Closed/Reopened via the employee/customer interfaces.
Steps to Reproduce:
1. Configure the ServiceDesk 12.1 server to GMT+1 time zone.

2. Configure one more client machine with GMT+5 time zone and login to
ServiceDesk server as employee from client machine.
3. Click on 'Create a new Incident' to create an incident and note that
date value under History is matches to local time.
4. Wait for minute, open the Incident detail page and click on
'Close Incident' button.
5. Wait for one more minute and click on 'Reopen Incident' on Incident
detail page.
6. It is observed that on the Incident detail page you can see that except
'Initial' 'Type' 'Date' value all other 'Date' values are not correctly
matching to local time of client machine at which incident was
closed/reopened.
(107) TICKETS CREATED VIA NSM ARE TRUNCATED

When a Service Desk installation is integrated with NSM, the tickets that
NSM passes to have opened in Service Desk may have some information
truncated when they are created. Viewing the tickets in Service Desk
therefore will not show all the information that was received from NSM.
This can be verified by checking the log messages written when the data is
received from NSM. These messages will indeed contain all the information
received, while the actual ticket will not.
Steps to reproduce:
1. Set up an installation of Service Desk integrated with NSM.

2. Have the message that NSM sends to Service Desk contain the string
" :: ", without quotes. Please note that the string is space, colon,
colon, space.
3. Verify that the message was received by viewing the Service Desk lo
file.
4. View the ticket that was created and it will be seen that it only
contains the information up to the above mentioned string. All data
after the string will not be displayed in the ticket.
This particular string was being used as a delimiter and has since been
modified accordingly. Please note that the new delimiter is now "~| @" and
users should avoid using this character sequence in their NSM messages.
(108) AUTO-ASSIGNMENT FAILURE WITH MULTI-TENANCY

When Multi-Tenancy is turned on, if the ticket's tenant and the
auto-assigned group's tenants are different, the auto-assignment fails.
Following error can be seen in the web interface:
"AHD05455: Request 88 Auto Assignment Failed"
The following error message can be seen in the stdlog:
"spelsrvr ERROR pdm_misc.pm Error doing auto_find_assignee AHD05451:

cr:XXXXXXX No eligible Group found"
Steps to Reproduce:
1. Create two tenants, TenantA and TenantB where TenantA is the Service
Provider tenant and TenantB is a regular tenant.
2. Create a group under TenantA tenant and name it as TenantAGroup. Create
a user called TenantAUser as an analyst under TenantAGroup.
3. Create an area TenantBArea that belongs to TenantB and turn on the
auto-assignment. Set the TenantAGroup as auto-assignee.
4. Log in as TenantAUser and create a ticket in TenantB tenant and use the
request area as TenantBArea.
(109) LOOK UP DISPLAYS INACTIVE SERVICE TYPES

Searching for Service Types via a look up field, such as the one on a
contact's detail page, will display both 'Active' and 'Inactive' Service
Types.
Steps to reproduce:
1. Log in to Service Desk.

2. Mark the '48hr Resolution' Service Type as 'Inactive'.
3. Search for a contact.
4. Click on 'Edit' and click on the 'Service Type' look up field.
5. Both 'Active' and 'Inactive' Service Types are returned and displayed
on the list.
(110) DATA PARTITION BLANKS OUT STATUS FIELD ON DETAIL FORM

If a data partition of type 'View' has been set against the 'Cr_Status'
table and the 'Status' of a 'Call Request' is not allowed by the data
partition, then the 'Status' is displayed as '?' or empty in the 'Request
Detail' form.
Steps to reproduce:
1. Log in to Service Desk as an Administrator user.

2. Select the 'Administration' tab.
3. Select 'Security and Role Management'->'Data Partitions'->'Data
Partition List'.
4. Select 'Service Desk Analyst' from the list.
5. Click on the 'New Constraint' button.
6. Type 'Cr_Status' for 'Table Name', select 'View' for the 'Constraint
Type' and type in 'code='CL' OR code='OP' OR code='WIP' OR code='WOI'
OR code='HLDP' OR code='CANCLD'' for the 'Constraint'. Save.
7. Select the 'Service Desk' tab.
8. Either edit or create a new 'Call Request' and set its 'Status' to
'Fix in Progress'.
9. Login as a user that is associated with the 'Service Desk Analyst'
data partition.
10. View the details of 'Call Request' created/edited at step 8
=> the 'Status' field will be blank and trying to edit its value will
show a '?' on the drop-down.
(111) FILENAME TRUNCATED WITH CREATEATTACHMENT() WEBSERVICE CALL

If a file is attached with more than one period operator, for example,
test.1.2.txt, using the CreateAttachment() or CreateAttmnt() Web Service
method, then the file name is truncated as 'test.1' under the Attachments
tab of a ticket.
Steps to Reproduce:
1. Attach a document with a period in the file name, e.g. test.1.2.txt

using CreateAttachment() web service method
2. Now open the ticket from the web interface and go to the attachments
tab
3. The ticket shows the filename as 'test.1' and you can open the file and
view the contents fine, but the attached filename is test.1.2.txt
4. If you check the database, the 'orig_file_name' in the 'attmnt' column
shows the file name as test.1 which should be test.1.2.txt
(112) MOUSEOVER MENU NOT AT PROPER POSITION IN HIERARCHICAL TREE

When the mouse pointer is moved over the nodes which have child nodes in
a hierarchical tree with the 'Mouseover Menus' option enabled, then the
popup menu does not appear at the end of the text as it appears for nodes
which do not have child nodes.
Steps to Reproduce:
1. Click 'View' - 'Preferences '. Select 'Mouseover Menus' and save
2. Click 'Search' - 'Incidents'
3. Click on the 'Incident Area' lookup field
4. In the 'Incident Area Selection' window move the mouse pointer over a
parent node which have child nodes, say 'Software'. The popup menu
appears where the mouse pointer is present and not at the end of
'Software'.
(113) MULTI-SITE SYNCHRONIZATION MAY FAIL TO WORK

If Service Desk is implemented in a multi-site environment, there are
times when the synchronization between the Master and Slave servers may
fail to work. This has been found to be caused by defining the "Common"
group to utilize the out of the box '24 hour' Work Shift.
Steps to reproduce:
1. Set up two Service Desk installs to utilize multi-site, one as the

Master and the other as the Slave, per the Unicenter Service Desk
Administrator Guide.
2. Install and start up all Global Rules via the "Administration" tab, as
specified in the Administrator Guide.
3. Specify the work shift for the "Common" group as the out of the box 24
hour work shift: "Sun - Sat { 12:00 am - 12:00 am }"
4. Stop both Service Desk servers.
5. Set the system time on both machines to 11:54 PM.
6. Start both Service Desk servers.
7. Create an Incident on one of the servers, making sure to assign it to
the "Common" group.
8. At midnight a synchronization should take place between the two
servers, but none does. In addition, no further synchronizations will
take place until the Service Desk servers are restarted.
(114) CUT AND PASTE IN KNOWLEDGE TREE NOT WORKING

In the 'Tree Designer' window of a Knowledge Tree document cut one sub
node and paste it into some other node, save it and close. After this
when the 'Tree Designer' window is opened again the copied sub node is
not displayed.
Steps to Reproduce:
1. Open a new Knowledge Tree document

2. Populate the 'Title' and 'Summary' fields and save the document
3. Click 'Design tree'
4. Create two nodes, say Q1 and Q2, by right clicking on 'Default Node
Name' and selecting 'Add Query'
5. Right click on the node Q1 and select 'Add Query' again to create a
sub node, say Q1.1
6. Save the tree
7. Right click the sub node, Q1.1 and select 'Cut'
8. Right click the node Q2 and select 'Paste' to paste the sub node
9. Click 'Save and Close'
10. Open the tree again by clicking 'Design Tree', the sub node that was
cut and pasted will not be present
(115) CANNOT REOPEN COMPLETED WORKFLOW TASKS

While accessing Service Desk Web Client, user is not given the 'Edit'
option for the workflow task in 'completed' state with 'Task Completed'
option set to 'Yes' and 'Allow Task Update' option set to 'No'.
But, the user is allowed to change status of the same completed task to
only out-of-box 'REOPEN' status from Service Desk Java client interface.
Expected Behavior:
=================
User must be allowed to change status to only out-of-box 'REOPEN' from
web client interface for completed tasks and must be shown error when
changing to other status codes.
Steps to Reproduce:
1. Go to workflow status codes under 'Administrator' tab -> 'Service Desk'

node -> 'Change Orders' node -> 'Workflow Task Status Code'.
Choose any workflow status code other than "Complete" status code, \
let's say 'Approve' status here and click on edit.
2. Set 'Task Completed' to yes and this makes 'Allow Task Update' update
to set as No because 'edit work flows task' option is not installed.
Go ahead with the setting and save the task status code.
3. Next choose 'Approve' status code used in Step-1 while associating a
classic workflow with tasks attached to the change order category.
4. Create a change order and choose the change order category used in
step-3 and Save the change order.
5. Now, go to workflow tasks tab and edit the workflow task. Change the
task status from 'Pending' to 'Approve' and Save it. This completes
the workflow task with completion date set.
6. Try again editing the workflow task used in step-5, it can be seen
there will be no 'Edit' option to change the status.
(116) REPOSITORY NAME LIST DOESN'T SHOW DEFAULT REPOSITORY ON TOP

In a multi-tenanted environment, the attachment 'Repository Name' list
from a ticket is shown lexically sorted instead of showing the default
repository.
Steps to Reproduce:
1. On a multi-tenanted Service Desk environment, go to 'Administration'

Tab ->'Attachment Library' -> 'Repository'.
2. Click on 'Create New' to create a new repository and make it as default
repository for 'Public' tenant.
3. Open a ticket, click on 'Attachment' tab & click on 'Add Attachment'
Button.
4. On the new Add File window, repository list will be shown in lexically
sorted manner and default repository won't be shown on top of the list.
(117) ANIMATOR PROCESS CRASHES WITH CORRUPTED REVIEW DATE

If the 'Review Date' of a Knowledge Document is set to a date prior to epoch
time like 01/01/1970, then the animator process may crash with the following
call stack from the crash dump file:
animator_nxd!asctime+0x54
animator_nxd!Animator::service+0x696
animator_nxd!Animator::recvmsg+0x970
animator_nxd!BPObject::handle_bpmsg_receive+0xe4
animator_nxd!BPObject::receive_msg_nx+0x10b8
Steps to Reproduce:
No Known steps to reproduce
(118) SEARCH FOR CONTACT WITH APOSTROPHE DOES NOT RETURN RESULTS
Searching a contact with apostrophe by using "User by Name" in Go Button
gives following error message:
Line: 6322
Char: 1
Error: Expected ')'
Code: 0
URL:
http://servername/CAisd/pdmweb.exe?OP=JUST_GRONK_IT+SID=138184379+FID
=123+HTMPL=gobtn_role.htmpl
Steps to reproduce:
1. Log into Service Desk Web Interface.

2. Select 'User by Name' from drop down to search for contacts.
3. Enter name of Employee who has apostrophe in the name and click on 'Go'
Button.
4. The search window gives an error:-
Line: 6322
Char: 1
Error: Expected ')'
Code: 0
URL:
http://servername/CAisd/pdmweb.exe?OP=JUST_GRONK_IT+SID=138184379+FID
=123+HTMPL=gobtn_role.htmpl
(119) CONFIGURATION ITEM WITH SAME NAME NOT ADDED TO WORKFLOW TASK
While a user adds a Workflow task to a Change Order and selects a
Configuration Item, and there exists another Configuration Item with the
same name, the Configuration Item is not added to the Change Order
Workflow task.
Steps to Reproduce:
1) Create two Configuration Items with the same name but different
details. (i.e. different MAC address)
2) Create a 'Change Order' with a 'Category' and attach the two
Configuration Items from step 1.
3) Insert a 'Workflow Task' to the change order from step 2) and select
one of the Configuration Items from Step 1).
4) Open the 'Workflow Task' and the Configuration Item is missing from
the Change Workflow detail form.
(120) LOG COMMENT PROPAGATION TO SAP SOLMAN

In a Service Desk r12.1, installation with SAP Solution Manager
integration configured the 'Log Comment' activity is not propagated to
the corresponding SAP Ticket.
Known steps to replicate:
1) Install Service Desk and integrate with SAP Solution Manager.

2) Create an incident that has an incident area with 'Propagate to SAP'
flag set.
3) Go to 'Activities' -> 'Log Comment'.
4) The comment is logged in SD but is not being pushed to SAP Solution
Manager.
(121) COPYING CHANGE ORDER WITH INACTIVE CATEGORY SHOWS INCORRECT

Copying a change order with inactive Change Category shows following
ambiguous error in the web interface:

make_from_template"
Error message should specify the cause of the error.
Steps to reproduce:
1. Log into Web Interface.

2. Select a Change Order which as Inactive Change Category attached to it.
3. Go to File -> Copy.
4. A new window will have following error message:

make_from_template"
(122) READ LABEL FROM CA_DISCOVERED_HARDWARE TABLE

Due to CORA functionality, the 'Label' field of an asset is not being
updated for all asset updates. As a result of this, the 'pdm_discupd'
utility does not load the latest 'Label' value that was detected by DSM.
As a solution for this problem, a new argument has been implemented within
'pdm_discupd' utility that can be used to force a lookup of the 'Label'
information in the 'ca_discovered_hardware' table.
The following is an example of a command that takes advantage of this new

functionality:
bop_cmd -f $NX_ROOT\bopcfg\interp\pdm_discupd.frg
"pdm_discupd(0, 0, 1)" > out.txt
This is an enhancement designed only for SALT RIVER PROJECT for the moment.
(123) MACRO TYPE DESCRIPTION IN ENGLISH FOR LOC BUILDS

>>> ATTN: THIS FIX IS FOR JAPANESE ONLY <<<
When user migrates from ServiceDesk R11.2J to R12.1J, It is observed that
the 'Macro Type Description' for already existing macro's of 'Multiple
Notification' type is displayed in English. Also verified that in standalone
installation of R12.1J, the 'Macro Type Description' of a 'Multiple
Notification' type macro is displayed in English.
Steps to reproduce:
1) Install R11.2J Service Desk
2) Create a macro 'testMacro' of 'Multiple Notification' type.
3) Open the created macro, verify that 'Macro Type Description would be
displayed in Japanese
4) Migrate to R12.1J Service Desk
5) Open the 'testMacro' from 'Administration' -> 'Events and Macros' ->
'Macros'
6) Verify the 'Macro Type Description' may be displayed in English.
(124) TRUNCATION DOES NOT WORK FOR MESSAGE TEMPLATES

When using the 'justify=truncate' and 'width' in Notification Message
Template, the Notification Message is not truncated as expected.
Example: customize "Default initial message template for request/incident/

problem" Message Template to truncate the description in "HTML Message"
from "@{esc_style=html keeplinks=yes justify=line:call_req_id.description}"
to "@{esc_style=html keeplinks=yes justify=truncate width=30:call_req_id.
description}" for truncating the description to 30 characters.
Steps to reproduce:
1) Customize Administration-> Notifications-> Message Templates ->Default

initial message template for request/incident/problem to truncate
description as follows.
@{esc_style=html keeplinks=yes justify=truncate width=30:call_req_id.

description}
2) Mark Auto notification to yes.

3) Attach a contact to Notification Rule "Default initial Notification Rule
for request/incident/problem" in the contacts tab.
4) Make sure that attached contact's email address is correct and
Notifications method is email for all levels.
5) Create request or incident or problem with above contact as assignee and
description with more than 30 characters.
(125) SAP TICKET MAY NOT BE CLOSED

SAP Integration call SAPCloseTicket() does not include all of the required
values. As the result, a ticket may not be closed in SAP. The missing
values are:
"assignee's first_name, last_name, and email_address;

customer's first_name, last_name, and email_address;
summary of the activity log."
Steps to Reproduce:
1) Install patch RO11015 and follow the post install steps documented
in 'CA_Service_Desk_Integration_Guide_for_SAP_Solution_Manager.pdf'
2) Identify an SAP Flagged category (see patch documentation)
3) Create a new Incident with SAP flagged category, a priority code,
a value for description and summary, a customer and an assignee.
4) On SAP side, (following scenario described on page 12 of the PDF),
Incident Solution is proposed and this flows to CA Incident.
5) Solution is Accepted on the CA Incident by "Closing" the incident.
At this point, the incident is closed in Service Desk but the SAP ticket
doesn't show the "Closed" status.
(126) WORKFLOW TASK ASSIGNED TO NON-MEMBER OF THE GROUP

If the assignee field on workflow task is filled with assignee who does
not belong to the group that is assigned to the workflow, when tabbed out,
it still autofills the assignee. If the assignee does not provide any
matches when tabbing out, the lookup field can be used to filter for
valid assignees.
In the first attempt of assignment, the lookup field search result pop-up
window will display all assignee contacts details whether or not the
contacts are associated with the defined group. The correction to this
problem will result in the lookup search pop-up window to display only
those contacts associated with the defined group from the first attempt.
The additional searches within the lookup search field will list out all
contacts just in case the user needs the ability to assign an assignee
not associated with the defined group.
Steps to reproduce:
1. Create a 'change order' with a category which has a 'workflow task'.

2. Edit the 'workflow task' and assign it to a group for instance "XYZ"
save the 'workflow task'.
3. Edit the 'workflow task' again and add assignee as someone is not part
of the group "XYZ" and hit tab.
4. It will auto populate the assignee with someone who is not part of that
group.
5. Hit 'save' and it lets you save the 'workflow task'
(127) NEW WINDOWS MAY OPEN MINIMIZED IN INTERNET EXPLORER 8

When using Internet Explorer 8 to connect to the Service Desk Web
Interface, there are certain scenarios where when a user clicks on a link
that opens in a new window, that new window may open minimized or in the
background. The expected behavior is that the new window would open and
receive focus.
However, in these scenarios the new window opens and it may be seen in
the taskbar, but the window itself will remain in the background, it will
not be seen on screen. Clicking on its taskbar entry will bring up the
window as normal.
Steps to reproduce:
1. Log in to the Service Desk web interface using Internet Explorer 8.

2. Click on 'View' and then 'Profile Browser'.
3. In the 'Scratchpad' area search for an existing, published Knowledge
Document and click on 'Search Knowledge'.
4. On the result screen click on the Knowledge Document to open it in a
new window.
5. On the Knowledge Document detail screen click on the 'New Incident'
link. This new window may open up in the background.
6. Close all the open windows until you get to the main Service Desk page.
7. Click on 'Search' then 'Organizations'.
8. Enter search criteria and click on 'Search'.
9. Right click on one of the results and select 'Edit'. This new window
may also open up minimized or in the background.
(128) LOAD_LOGIN_SESSION_FROM_DB ERROR

If an Analyst user is updated with 'company_uuid' fields and the same user
clicks on 'Live Assistance button', it may not launch the Analyst UI and an
error like 'LOAD_LOGIN_SESSION_FROM_DB' is seen. This happens when
Support Automation is installed and configured.
Steps to reproduce:
1) In Service Desk Manager 12.5, install Support Automation.

2) From Service Desk UI, create a 'Company'
3) From the database execute a select query to get 'company_uuid'
4) From the database execute a update query on ca_contact table for any
analyst with the 'company_uuid'.
5) Using the same analyst user, logon to ServiceDesk and click on
SupportAutomation Tab -> Live Assistance
6) You may get the error like LOAD_LOGIN_SESSION_FROM_DB and it will not
launch 'Analyst UI'.
(129) WRONG MENU FOR CHANGE ORDERS

On changing the menubar for change manager through web screen painter, the
user is not able to see the changes.
Steps to reproduce:
1) Customize 'menubar_sd_chg_manager.htmpl' by removing the 'Update Schedule'

section.
2) Do a 'pdm_webcache -H' and 'pdm_webcache -b'.
3) Logon using the Change Manager role and view a Change Detail. The menu
will be unchanged.
(130) WEBENGINE PROCESS MAY INTERMITTENTLY TERMINATE

When the webengine's secondary cache for a factory is reset while it is
being built, the webengine may abnormally terminate and shows the following
call stack from the dump file:
webengine!_ASSOC_NX::find+0x25
webengine!_ASSOC_NX::add+0x1d
webengine!ASSOC_NX_String_NXpSel_Value_Cache::add+0x99
webengine!Select_Cache::linkToPrimary+0x2e
webengine!Select_Cache::recvmsg+0x3603
(131) REQUEST LIST PAGE DISPLAYS INCIDENTS AND PROBLEMS

Clearing 'Search' filter for Requests allows Incidents and Problems to be
listed in a list search.
Steps to Reproduce:
1) Login as an Analyst
2) Service Desk Tab -> 'Search' -> 'Requests'
3) Click on 'Clear Filter' button
4) Click on 'Search' button
5) Notice all incidents, problems, requests listed
(132) SAP TICKET STATUS UPDATE MAY BE DELAYED

When Service Desk is integrated with SAP, a status update to a SAP ticket
may be delayed depending upon the amount of rows in the Activity Log.
The following messages might be seen in the STDLOG:
"sqlagt:select3 2772 SIGNIFICANT prov_base.c 959 SQL Query

has returned (5000) rows for (domsrvr/superuser). Clause (SELECT
act_log.time
_stamp, act_log.id FROM act_log WHERE act_log.type = ? ORDER BY
act_log.time
_stamp DESC) Input (<string>CL)"

act_log.tim
e_stamp, act_log.id FROM act_log WHERE act_log.type = ? ORDER BY
act_log.ti
me_stamp DESC) Input (<string>CL)"

act_log.tim
e_stamp, act_log.id FROM act_log WHERE act_log.type = ? ORDER BY
act_log.ti
me_stamp DESC) Input (<string>CL)"
(133) ATTACHMENT TAB DISPLAYS BLANK WHEN USING SPECIAL CHARACTERS

After adding the 'JUSTIFY=WRAP' setting to the 'xx_attmnt_tab.htmpl' form to
allow long names to wrap, special characters (such as the single quote)
within the attachment name or description will cause the 'Attachment' tab to
display as blank.
Steps to reproduce:
1. Open xx_attmnt_tab.htmpl in web screen painter

2. Click on the 'Source' tab
3. Search for 'nx_unescape'. There should be two occurrences of this in
the file.
4. Change both lines to look like this:
html += nx_unescape('<PDM_FMT JUSTIFY=WRAP WIDTH=40 PAD=NO KEEPNL...
5. Save this file and publish it.
6. Run 'pdm_webcache' to clear cache and try attaching a file using a
filename and/or description with a single quote.
(134) INACTIVATING AN ACTIVE USER MAY CAUSE LOG ON PROBLEMS

Under certain rare circumstances, the Service Desk authentication process
called BOPLGIN may abnormally terminate and become inoperable after startup.
As a result, users can no longer log into Service Desk. To recover from this
situation, an entire Service Desk product recycle is needed. This can occur
when an active user is made inactive while logging off and back onto Service
Desk before the session object delete delay timeframe of sixty seconds.
Steps to Reproduce:
This can be reproduced in two scenarios:
First Scenario:
1. Log on to Service Desk as an Analyst with say userid 'seitc'

2. User 'seitc' marks his contact inactive
3. User 'seitc' logs off
4. User 'seitc' attempts to log in again with userid 'seitc' - this fails
as expected
5. User seitc attempts to log in again but with a userid of 'tant\seitc'
- this also fails as expected
6. This should be done with in 60 seconds and then after 60 seconds
BOP-LOGIN crashes and cannot able to re-spawn also
Second Scenario:
1. Log in to Service Desk with same user from two different windows
2. In one window, go to the user contact record and inactivate it
3. Logout of that window
4. In the second window, open another form or run a search and report
(135) UNABLE TO USE BACKSPACE IN FILE INPUT FIELD USING IE BROWSER

In Internet Explorer browser, users are unable to use backspace key to delete
a character from file input field from attachment upload screen.
Steps to reproduce:
1) Login as Analyst
2) Open a existing incident
3) Go to 'Attachments' tab and click 'Attach Document' button
4) Enter a file name in the 'File' input field.
5) Try deleting any character using backspace only 'del' key works.
(136) SEARCH OF ASSET WITH ORGANIZATION FAILS VIA PDM_TEXT_CMD

Searching an asset for Responsible/Maintenance Organization with
pdm_text_cmd gives following error:
"Unknown name "uuid_val""
Steps to Reproduce:
1. Create an Asset with a Responsible Organization. For Example: Org1

2. Create a file that will contain input parameters for pdm_text_cmd as:
%SEARCH=Responsile_Organization
%RESPONSIBLE_ORGANIZATION=Org1
%NOTES=Updating Asset via pdm_text_cmd
3. Execute the following command to update the asset:

pdm_text_cmd -u ServiceDesk -t Request -f parameter.txt -o UPDATE_ONLY
The command gives the following error:
Unknown name "uuid_val"
(137) BLANK ROW SEEN IN UPDATE MEMBER LIST

Blank records are seen in Member Update Screen if copying of contact with
that group is cancelled.
Steps to reproduce:
1. Log into Web Interface.

2. Select a Contact who is a member of the Group.
3. Go to File -> Copy.
4. Close the newly created window.
5. Open details of the Group taken in Step 2.
6. Click on 'Update Members' & click on Search on Contact Search screen.
7. On the Right side of the member list empty record will be seen.
(138) PROBLEM WITH INSERTING MORE THAN 9 WORKFLOWS WITH ASSETS

In ServiceDesk R12.1, when an user tries to insert more than 9 CI's in
Workflow task tab of a 'Change Order' or 'Issues' in a single go, it fails
with following error:
AHD05527: Error inserting a new task : Error adding task:

AHD05771: Cannot insert task - no room left between sequence numbers..
STEPS TO REPRODUCE:
1) Login to ServiceDesk, create more than 9 Configuration Items.

2) Create new change order or use existing CO, click on '3.Config Items'->
'Update CI's', select the above created CI's
3) In Change Order page, click on 'Work Flow Tasks' -> 'Insert Tasks'->
select all the CI's. Click on Add you may see an error like
AHD05527: Error inserting a new task : Error adding task:

AHD05771: Cannot insert task - no room left between sequence numbers..
(139) DATE LITERALS ARE NOT PARSED WHEN USED AS SQL "IN" PREDICATE
When running a report while selecting a Simple Condition on a list of dates,
the following error appears:
"Connection or SQL Sentence Error Exception: DBD, DataDirect OpenAccess ODBC,

parse error at , .. {state error}"
Steps to reproduce:
1) Create a test WEBI report

2) Select a date field from one of the classes on the left pane and drag it
to the right pane
3) Select the date field on the right pane and click on the Filter button to
add a new filter based on the date field
4) Select all dates that are available in the list and click on 'OK'
5) The filter section now gets populated with the dates selected in the step
above and the search operator is 'In List'.
6) Run the report
The following error also appears in the Service Desk stdlog:
"ODBC error: parse error at , ... {"
(140) MULTI-SITE SYNCHRONIZATION NETWORK COMMUNICATION DISRUPTION

If Service Desk is implemented in a multi-site environment and there is a
network communication disruption between the master and slave servers, the
synchronization between the installations may fail to work subsequently.
Steps to reproduce:
1. Set up two Service Desk installs to utilize multi-site, one as the Master
and the other as the Slave, per the Unicenter Service Desk Administrator
Guide.
2. Install and start up all Global Rules via the "Administration" tab, as
specified in the Administrator Guide.
3. Verify that the rules are running and that synchronization is occurring
by creating a ticket on each installation and observing it propagate to
the other respective installation.
4. Induce a network communication disruption. This can be accomplished by
closing the port that the pdm_global_nxd executable uses to communicate
to the other installation. A free tool such as Microsoft's TCPView can
be used.
5. The following message can be observed in the standard log files (STDLOG):
"pdm_global_nxd 5144 SIGNIFICANT watcher.c 291 Region (xxxxxx) has

Disconnected"
where xxxxxx is the name of the remote region.

6. No further synchronization will take place between the installations.
(141) LDAP USERS CANNOT VIEW REPORTS FROM REPORT TAB

When Service Desk is configured to use LDAP authentication, the users in LDAP
cannot view the reports from the 'Reports' tab with following error in the
Web Interface:
"Error
Error in File <Report Title> Unable to connect incorrect log on
parameters."
Steps to Reproduce:
1. Configure Service Desk to use LDAP Authentication

2. Configure BOXI to use LDAP authentication.
3. Log on to the Service Desk as an LDAP user.
4. Go to 'Reports' tab, from 'Report List' select 'Asset List' report to see
the error message.
(142) UNABLE TO CHANGE MONTH OF THE CHANGE ORDER SCHEDULE

After applying the solution for problem USRD 903 a user is unable to change
the month or year in the "Change Order Schedule" unless he changes the search
filter first. A user should be able to change the month or year by selecting
a new month or year from the drop down and click on Search.
Known Steps to reproduce:
1) Login to Service Desk Web Interface.

2) Click on the "Change Order Schedule" tab.
3) It will list the current month.
4) Change the month from the drop down to "January".
5) Click on "Search".
6) It will list the current month again.
7) Repeat steps 4-5 with different months or years. It will always display
the current month and year.
(143) WEBENGINE PROCESS MAY TERMINATE INTERMITTENTLY

The webengine process may abnormally terminate when trying to parsing an
htmpl file with the following call stack from windows dump or unix core:
webengine!String_NX::operator+=+0x14
webengine!Parsed_Htmpl_if::eval_condition+0xdf
webengine!Parsed_Htmpl_if::output+0xae
webengine!Parsed_Htmpl_root::output+0x44
webengine!Generated_HTML_Form::recvmsg+0x71e
webengine!BPObject_Proxy_Catcher::recvmsg+0x49
webengine!BPObject::handle_bpmsg_receive+0xe4
webengine!Locally_sent_message::recv_msg+0x106
webengine!PORT_SERVICE_SLNX::fire_callback+0xdd
webengine!PORT_SERVICE_SLNX::timeout_service+0xc5
webengine!PORT_SERVICE_SLNX::timeout_service+0x23
webengine!service_run+0x3f74
(144) PDM_PUBLISH BREAKS FOR THE USP_TABLES

Domsrvr fails to start after adding new column and run 'pdm_publish' to
usp_tables using 'web screen painter'
Steps to Reproduce:
1) Connect to Web Screen Painter

2) Add column zname_fi defined as STRING 80 to web_form
3) Add column zname_se defined as STRING 80 to web_form
4) Save and publish
5) Stop the service and run pdm_publish
6) Restart Service Desk service
7) We will not be able to connect to service desk and in the log below error
message:
"ERROR majic.y 4385 mods\majic\wsp.mods:244 Table usp_web_form in

OBJECT web_form cannot be defined as a PRIMARY and SECONDARY table at ";
(145) TMP FILES NOT GETTING DELETED

Every time an attachment upload is started, an acknowledgement request
is sent to the Tomcat upload server\servlet for preparation for the upload.
During the lifecycle of this upload process, the temporary file should be
deleted. However these temporary files are not deleted.
Over a period of time this will generate to an error similar to in stdlog:
"Failed to complete reply method: 'MTH::validate_bopsid_done' ,BOP atch.

Name:'Attachment id:8183337' in class:'CDownloadFile', Error:AHD04012:
Security id (1284554245) not found or has expired."
(146) CHANGE ORDER MISMATCH BETWEEN PARENT AND CHILD

When a Change Order is being edited and another Change Order number is
entered in the 'Parent' field on the 'Related Orders' tab, Service Desk may
not verify if the relationship is valid when the Change Order is saved.
Steps to reproduce:
1. Login to Service Desk and open a Change Order.

2. Click on 'Edit' and then the 'Related Orders' tab.
3. Enter a Change Order's number in the 'Parent' field whose Category does
not allow children.
4. Click 'Save'. The Change Order will be saved and its parent will
erroneously be set to another Change Order whose category does not allow
children.
(147) MANUAL NOTIFY TO GROUP FAILS TO NOTIFY ITS GROUP MEMBERS

The Manual Notify from a Ticket to a Group contact does not notify its
group members though all group members have the Notifications Method set.
Steps to Reproduce:
1. Create a group contact with name 'group1' and members as 'user1' and
'user2'.
2. Verify that both the contacts 'user1' and 'user2' have the 'Notify' option
checked in the group detail page 'Members' tab.
3. Verify that both group members 'user1' and 'user2' contacts have valid
email address.
4. Create a ticket and on the ticket detail page select 'Activities' menu ->
'Manual Notify'.
5. In the 'Manual notify' select the group created in step 1 and click on
'Notify' button.
6. Though the group contact receives email notification correctly, the email
to the group members never get received.
(148) CANNOT LOGIN WEB CLIENT WHEN VIRTDB CONNECTION LOST

The domsrvr process configured on a secondary server may lose connection
with the bpvirtbd_srvr process intermittently when a Network hiccup occurs.
At this instance of time when users try logging in Service Desk web client,
they see below error:
"AHD04013: Internal error in method (got_contact_domset) :

AHD03089: No virtdb connection."
Steps to Reproduce:
===================
1. Set up a Service Desk primary and secondary server environment.
2. Configure a domsrvr on secondary server.
3. Create a network interruption between primary and secondary servers.
4. Launch web client and connect to secondary server web URL.
Below error is seen when logging in web client:
"AHD04013: Internal error in method (got_contact_domset) :

AHD03089: No virtdb connection."
(149) USE OF INVISIBLE CHARACTERS SHOWS SCRIPT ERRORS IN LIST

When searching for an Incident ticket via the Web Interface, several
JavaScript errors may appear. The resultant list form cannot be viewed.
This may occur when Incidents are created via the pdm_text_cmd utility with
non-printable characters or 0x5c specified at the end of the input values.
Steps to Reproduce:
1. In a Service Desk 11.2 Japanese environment, create a parameter file

by name 'msg_test.txt' with below entry:
%DESCRIPTION=Service Desk test ticket creation.

%EVENT_TOKEN=tng_generated
%SEARCH=SUMMARY
%TYPE=I
%ASSIGNEE=ServiceDesk
%SUMMARY=test
Make sure invisible characters are added at the end of the input value
say 'DESCRIPTION' or 'SUMMARY' etc.
2. Run below command in command to create a incident using text-api utility.
'pdm_text_cmd -t REQUEST -u administrator -o NEW -f msg_test.txt'
On running the above command, a message saying request create successfully

is shown on the console with the request persid information.
3. Login service desk web client and search for incidents, several script
errors are displayed and incident list cannot be viewed.
(150) NEWLINE CHARACTERS MISSING FROM INCIDENT DESCRIPTION

When creating an Incident, if a Knowledge Document is accessed via the
'Knowledge' tab and then accepted as the solution to the Incident, any
line breaks occurring in the Document's 'Problem' description area will be
lost when the information is copied to the Incident's description.
Steps to reproduce:
1. Login to Service Desk and select 'File' -> 'New Incident...'

2. Click on the 'Knowledge' tab.
3. Enter the desired key words and search for a Knowledge Document by
pressing 'Search'.
4. Open the Knowledge Document.
5. In the 'Solution Survey' area, select 'Yes' and click 'Submit'.
6. The Document's 'Problem' description will be copied to the Incident's
description, but any line breaks will have been removed.
(151) SQL_PROV_NXD PROCESS MAY TERMINATES DUE TO SQL DISCONNECTION

The 'sql_prov_nxd' process may abnormally terminate due to an extremely
rare condition when a Service Desk database agent process loses it
connection to the MS SQL database. Once this process terminates, all the
dependent processes like bpvirtdb_srvr and domsrvr are in-turn recycled
causing a cascading effect within the application. This can cause active
end users to receive CGI timeouts errors and Service Desk to become
unresponsive when the problem occurs. The following entries are found in
the standard log (STDLOG) during such an event:
"SQL Execute failed: [Microsoft OLE DB Provider for SQL Server]

[[ SQL Code=11 SQL State=08S01] [DBNETLIB][ConnectionWrite
((send()).]General network error. Check your network documentation."
"SQL connection lost detected and is being handled."
"Restarting DB Agent. Reason(Got database error - see messages above)"
"Daemon sql_prov_nxd died: recycling dependencies"
This problem is seen when a network disconnect occurs between the Service
Desk Primary Server and the MS SQL Database Server. A SQL disconnection due
to a General Network Error (GNE) can occur due to factors external to the
application. Usually, Service Desk agent process detects the SQL
disconnection and automatically re-established it s connection to the
database under the covers without affecting active users on the system.
(152) TIMED OUT WEB SERVICES SESSIONS ARE NOT DELETED

In Service Desk a timed out Web Services session is not deleted until an
attempt is being made to reuse the session.
With this fix, Service Desk will check for timed out Web Services sessions
and delete them every one third of the value of NX_WEBSERVICE_SESSION_TIMEOUT
for as long as the Web Services are being used. In addition, the following
log message:
"sda 7432 SIGNIFICANT sda.cpp 1884 Session Created 123"
will be replaced with the following one:
"sda 7432 SIGNIFICANT sda.cpp 1947 Web Services session created 123"
and a new log message will be written to the STDLOG when an expired session
has ended:
"sda 7432 SIGNIFICANT sda.cpp 1947 Web Services expired session ended 123"
Steps to reproduce:
- Before performing these steps one might consider reducing the value of
NX_WEBSERVICE_SESSION_TIMEOUT from the default value of 60 minutes.
1. Turn on TRACE level logging on file sda.cpp:
pdm_logstat -f sda.cpp TRACE
2. Login to Service Desk via the Web Services

A few entries similar to the following will be written to the stdlog:
"TRACE sda.cpp 1884 Creating SDA Context 0(0x28de91e0)"

"TRACE sda.cpp 1884 Setting DomSession 0.0.56.239.domsrvr.WxBAAA
(refcounted) into SDA Context 457407696-ServiceDesk-
cnt:2EF15FF3A4B68847991A5C08DDEE8A9A(0x28de91e0)"
"SIGNIFICANT sda.cpp 1884 Session Created 457407696"
3. After NX_WEBSERVICE_SESSION_TIMEOUT minutes, check the stdlog for any

entries related to session 457407696. There will be none.
4. Try to make any Web Services call using the timed out session 457407696.
The call will fail with a timeout error.
- Check the stdlog and you will find entries similar to following:
"TRACE sda.cpp 1884 Destructing SDA Context 457407696-ServiceDesk-

cnt:2EF15FF3A4B68847991A5C08DDEE8A9A(0x28de91e0)"
"TRACE sda.cpp 2202 Delete DomSession 0.0.56.239.domsrvr.WxBAAA
(refcounted) from the dom_node_list"
(153) BOPLGIN PROCESS MAY TERMINATE DURING DOMSRVR RECYCLING

If the domsrvr process dies and tries to recycle its dependencies, it may
cause the boplgin process to crash with the following call stack from the
crash dump:
boplgin!BPData_impl::is_remote+0xa
boplgin!BPData_impl::operator ADDRESS_SLNX+0x18
boplgin!BPData::operator ADDRESS_SLNX+0x34
boplgin!Session_Object::get_domsrvr_name+0x43
boplgin!Session_Object::domsrvr_app_gone_cb+0x66
boplgin!BPRemote::client_cleanup+0x172
boplgin!delayed_app_gone_catcher+0x37
Steps to Reproduce:
No known steps to reproduce
(154) INCORRECT CONFIGURATION ITEM VALUE IN CACHE

Querying for a Configuration Item via Web Services may result in incorrect
values being returned. The problem was found to be caused by an older version
of the Configuration Item stored in the cache.
Steps to reproduce:
1. Create a Configuration Item, "TestCI", via the Service Desk UI and then
close the Configuration Item detail screen window.
2. Search for "TestCI" and open up the detail screen again. Mark it as
'Inactive' and then save it.
3. Then using another product such as ITAM, find "TestCI" and uncheck its
'Inactive' flag, thereby making it active.
4. Use Service Desk Web Services to query and retrieve the information for
"TestCI". The query will return it as inactive, which is incorrect.
(155) MANUAL NOTIFICATION EMAIL REMOVES BACKSLASH

Manual Notification removes backslash from 'Manual Notification' email
and causes Network path in manual notification body to corrupt. Expected
behavior is to preserve the path in Email Notification.
Steps to reproduce:
1) Open a Ticket. Go to 'Activities' -> 'Manual Notify'.

2) Send a manual notify to anyone with the following text:
test\test\test
test\\test\\test
3) Look in the 'Activity Log' for the Ticket, note that the text is correct.
4) View -> Notification History. Note that the text is not correct and
shows as :
testtesttest
test\test\test
(156) KNOWLEDGE SEARCH WITH ACCENTED CHARACTERS IS CASE SENSITIVE

If a Knowledge Search is done with Accent characters of any localization
languages, then the result of the search is in case sensitive with respect
to Accent characters.
Steps to Reproduce:
1. Login to ServiceDesk with Administrator login credentials.
2. Under Administration tab, select 'Knowledge' -> 'Search' -> 'Parse
Settings' Change Language from English to 'Other European' and enter all
lower case Accented Turkish characters in the 'Valid Character Range' and
save the changes.
3. Restart the services to take the effect of change in KT search 'Parse
Settings' done in step 2.
4. Under Knowledge tab create a category and create a knowledge document with
text in title and summary as 'cek' without single quotes and where c is
Turkish lower case accented c.
5. Create one more knowledge document with title and summary values as 'CEK'
without single quotes where C is a Turkish upper case character.
6. Now run 'pdm_k_reindex' from command prompt.
7. Go to Knowledge tab and search for 'cek' where c is Turkish lower case c.
8. This will result only one hit but not two hits (kd's) as search results.
(157) ATTACHMENTS NOT DOWNLOADED FROM EMPLOYEE/CUSTOMER INTERFACE

From the Employee/Customer interface when a ticket is opened in a popup
window, then any attachments to that ticket cannot be downloaded.
Steps to Reproduce:
1. From the Employee/Customer interface open a Knowledge Document

2. Create a ticket from the Knowledge Document
3. Attach some files to the ticket
4. In the 'Attachments' section of the ticket detail page, click on the
attachment link. The attachment will not be downloaded.
(158) ARCHIVE PURGE RUN NOW THROWING CODING ERROR IN .HTMPL FILE
In Service Desk, from Archive Purge Detail page, if the Rune Name is having
'#' character, and when user clicks on 'Run Now' button, you may see an
error like:
'Coding Error in .htmpl file BOP object name is not set in your .htmpl file'
Steps to Reproduce:
1) Log on to Service Desk as an administrator/analyst and click on

'Administration' tab
2) Expand 'Archive and Purge' option from the left pane.
3) Click on 'Archive and Purge Rules'.
4) Click on 'Create New' button to create a new archive and purge rule
or open an existing Archive and Purge rule containing '#' character in the
rule name.
5) Set the 'Rule Name' as 'Abc#Xyz' or 'Test#', and select any Config.Object
name and click on Save.
6) From the Archive and Purge detail page click on 'Run Now'. Now you may see
an error like
'Coding Error in .htmpl file BOP object name is not set in your .htmpl
file'
(159) ACKNOWLEDGE DATE TYPE IN UNIVERSE IS NUMBER INSTEAD OF DAT

The Service Desk BOXI universe has the wrong data type for derived table
attribute 'Acknowledge Date'. The expected type for the 'Acknowledge Date'
field is Date, whereas, the universe currently shows it as Number. This is
because, the select statement for the 'Acknowledge Date' field applies the
SQL aggregate function 'MIN' to calculate the minimum value of the activity
log timestamp. The aggregate function returns a value of the type Number and
not a Date.
This causes any reports displaying the 'Acknowledge Date' field to show an
incorrect date value.
Steps to reproduce:
1. Login to the BOXI InfoView and click on the New -> Web Intelligence
Document.
2. Go to CA Service Desk -> Derived Tables -> Mtta Mttr and add the
add the Acknowledge Date field to the report.
3. Run the query and the result will display 'yyyy:hh:mm:ss AM/PM' instead of
the actual date.
4. Login to designer and import the universe.
5. Go to Derived Tables -> Mtta Mttr and double click on the Acknowledge
Date field. The Type drop down shows the type as Number instead of Date.
(160) NO WF TASKS ATTACHED TO CHANGE ORDERS USING CERTAIN CATEGORY

When a user modifies an existing Change Order Category to add or update a
Workflow Task, a new Change Order created using this modified Category may
not have any Workflow Tasks attached to it even though the modified Category
has several tasks defined for that Category. This problem occurs
intermittently and usually gets resolved after recycling the Service Desk
Server. The following error is recorded in the standard logs:
"spelsrvr 992 ERROR spelappl.c 1707 10

register_session_user failed; cannot find session with id 1639981629 and
userid superuser/Administrator in Template_Domset in method got_catg_id"
Steps to Reproduce:
1. Create a new Change Order and in the Category field select a category
that has some Workflow Tasks.
2. Once you have created at least one Change Order using the Category with
the tasks, go back to the Category's Workflow tab and add a new Workflow
Task.
3. Save the Category.
4. Open a new Change Order logged in as a different user and note that the
Change Order's Workflow tab will state that there are no Workflow
Tasks attached.
Note:
This correction will also resolve the problem if a Change Category is
modified to add new properties.
(161) SPORADICALLY "MALFORMED PM EXCEPTION" ERROR IS SEEN

In an environment configured with a primary and at least one secondary
server sporadically after a full Service Desk Manager restart the error:
"Malformed PM exception"
is seen when trying to create tickets that have Workflow tasks attached to
the used category.
(162) TASK DESCRIPTION NOT COPIED WHEN DOING INSERT TASK

While adding a Workflow Task using 'Insert task' button to a Change Order
the description of the Workflow Task is not copied over if the Workflow
Task that is added 'From all Workflow Tasks Types'.
1. Login as 'Administrator' type user.

2. Go to 'Administrator'->'Service Desk'->'Change Orders'->'Categories'
pick any category and open it in edit mode.
3. Go to 'Workflow' tab and click on 'Add Workflow' button.
4. In the "Create Workflow Template' screen fills in:
Type -> 'Approval'

Sequence -> '100'
Description -> 'Enter something'.
5. Create a 'Change Order' with the above category and fill in the required
fields.
6. Click 'Save'.
7. If you go to 'Workflow Tasks' tab you will notice that the task 100 was
added with the description that was added to the task that is attached
to the 'Category'.
8. Click on 'Insert Tasks .
9. Select where to insert the task and 'From all Workflow Tasks Types'
select 'Approval', fill in any required fields, there is no
description field.
10. Click on 'Add' button.
11. You will notice in the 'Workflow Tasks' tab a new task with 'Sequence'
250 was added but there is no description, even though the 'Task Type'
that was inserted had a description.
(163) INCORRECT MESSAGE POPUP WITH KEYWORD SEARCH IN EMPLOYEE PAGE

In Service Desk R12.1 French, when an employee clicks on 'Ok' without
entering any search string, the employee may see an incorrect message popup
as below:
"Pour poursuivre la recherche, saisissez un mot de pass" meaning:

"To continue the search, type a password"
Steps to reproduce:
1) Login to Service Desk French page as an employee.

2) Click on 'Ok' button without entering any search string.
3) You may see an incorrect message popup as below:
"Pour poursuivre la recherche, saisissez un mot de pass."
(164) CONTACT DETAIL REPORT SHOWS BLANK ACCESS TYPE

'Contact detail' report from the Contact List screen shows blank 'Access
Type' even if there is an assigned 'Access Type' for that contact.
Steps to Reproduce:
1. Log into Web Interface. Go to 'Administration' Tab -> 'Security and Role
Management' -> 'Contacts'.
2. Click on 'Search' to search for contact list.
3. Click on 'Reports' -> 'Detail' to open Contact Detail report. The Report
will show Access Type as blank even if there is a assigned Access Type.
(165) SOLUTION LINK TO TICKET SHOWS INCORRECT TICKET TYPE

A Knowledge Document opened from 'Solution' tab of an 'Incident' or 'Problem'
will show "Click here to unlink the solution from request xxxxxx." despite
that the ticket type is not Request.
Steps to reproduce:
1. Open an 'Incident' and search knowledge documents on the 'Knowledge' tab.

2. Open a certain knowledge document and select 'Yes' for the question
"Did this solution solve your incident?" under 'Rate & Comment'. Then
click on 'Submit' button.
3. On 'Solution' tab, click on a link 'KT Solution Linked'.
---> In the Knowledge Document, under 'Rate & Comment' category,

it is shown that "Click here to unlink the solution from request xxx"
It should have not been'Request' but 'Incident'.
(166) LDAP GROUP NAME LOOKUP HAVING ACCENT CHARS SHOWS NOT FOUND
The detail lookup of the LDAP Group may fail with the message "NOT FOUND"
shown in the popup browser window. This problem is only seen on Microsoft
Internet Explorer versions 7 and 8 and when using Tomcat as the web server.
All other combinations work as expected without any errors.
Steps to reproduce:
1. Create some LDAP groups with accented characters in the names.

Example: ScanGroup-A-O-A
'A' has two points on top of it
'O' has a / across
'A' has a small circle on top of it
2. Set the appropriate options in Service Desk to integrate with LDAP and
restart Service Desk services.
3. Edit an access type and associate it with any LDAP Group created above.
4. Go to 'Administration tab' -> 'Security and Role Management' -> 'Access
Type' and open the detail window for the access type that was modified in
step 3.
5. Click on the name of the LDAP Access Group.
6. The ldap group detail window appears. When using IE7/IE8 as the browser
and Tomcat as the web server, the window shows an error message "NOT
FOUND".
With any other combination, the error does not appear and the LDAP Access
Group detail is displayed.
(167) KNOWLEDGE DOCUMENT DISPLAYS HTMPL ENTITIES IN HIGHLIGHT

Knowledge document containing HTML entities like ' ' displays the
HTML entities as ' ' with highlight when the end user searches using a
keyword which is part of the HTML entity string.
Steps to reproduce:
1) Create a Knowledge Document with some HTML entities in title, summary,

resolution.
2) Publish the document and run index.
3) Now search using a keyword which is substring of the HTML entity string.
4) Knowledge documents displays the HTML entities as such with highlight.
(168) VIEW RISK SURVEY PAGE DISPLAYS ONLY LIMITED NUMBER OF LINES
When using the Internet Explorer browser, the 'View Risk Survey' page
displays only a limited number of lines in the 'Comment' field.
Steps to Reproduce:
1. Go to 'Service Desk' > 'Change Orders' > 'Risk Survey' and open "General"
Risk Survey.
2. Click on 'Edit' button and turn on 'Include Comments' and save it.
3. Attach the General Risk Survey to a certain Change Order category.
4. Create a new Change Order and select the Category with the Risk Survey and
save it.
5. Open the created Change Order and click on 'Risk Survey' button. Type
something with more than 6 lines in the Comment field and click on
'Submit' button.
6. Click on 'View Risk Survey' button.
Only 5 lines are displayed in the Comments field and unable to read 6th
line.
(169) COMBO NAME SEARCH FROM GO BUTTON FAILS WITH ACCENT CHARS
When the user searches 'User by Name' via 'Go' button for a user that has
accented characters in the combo name, then, the search would fail with no
errors displayed on the web interface.
Steps to reproduce:
1. Create a contact having accented characters in the 'First Name' or 'Last

Name' fields.
Example: You can use the character A which has '~' symbol on top of it.
2. On the Service Desk web interface, select 'User by Name' from the dropdown
in the 'Go' button frame and enter the combo name only up to the accented
character. For example, if the user combo name is 'NovotnX, Jobby', where
'X' is the accented character used in step 1, enter 'NovotnX' in the Go
button text field.
3. Click on Go. The profile browser window for this user does not show up and
there are also no errors shown on the web interface.
(170) ASSET CREATED BY UAPM IS NOT FOUND BY CMDBF

The CMDBf webservices reports that it cannot find a Configuration Item (CI)
if there is no entry in the CMDB extension table for that particular CI even
though the CI exists in the ca_owned_resource table.
This problem is typically encountered with products that integrate with CMDB
but do not use the CMDB interface to register the CIs.
Steps to Reproduce:
1. Create a CI using UAPM integration.

2. Use Soap UI to query the CI.
In addition, the problem can be replicated using following procedure:
1. Create a CI using CMDB web interface.

2. Delete the row in the CMDB extension table directly in the database.
3. Use Soap UI to query the CI.
(171) KT_DAEMON MAY TERMINATE DUE TO MEMORY CONSUMPTION

In a Service Desk environment with external search engine configured for
online index or de-index of Tickets and Knowledge Documents, then memory
consumption of kt_daemon may increase in steps and re-spawns by logging the
following FATAL message in the stdlog:
"kt_daemon 5912 FATAL init.c 363 Operator :

:new cannot allocate 16384 bytes"
Steps to Reproduce:
1. Configure an external search engine for example FAST.

2. Set NX_EBR_INDEX_QUEUE_ONLINE=Yes and NX_EBR_NON_KD_INDEX_QUEUE_ONLINE=Yes
3. Collect the object dump of kt_daemon as:
bop_cmd -f "$NX_ROOT\bopcfg\interp\bop_diag.frg" dumpbop('kt_daemon','')
> dump.txt
4. Update any ticket like change the description/status fields.
5. Collect the object dump of kt_daemon again
You will notice the cDomwrap object present in the object dump and never
clears.
6. Attach any file to the knowledge document under 'Attachments' tab

7. Collect the object dump on kt_dameon again
You will notice the cDomwrap object present in the object dump and never
clears.
8. In a primary/secondary environment, in the pdm_startup file comment the

following as
; _REMOTE_secondary
to shut down the secondary server but the commands to start the daemons of
secondary are still present in the pdm_startup file
9. then following errors are seen in the stdlogs as:
"kt_daemon 3056 ERROR bpobject.c 1975 Attempt

to sendmsg() to deleted remote process 0.0.17.50 | domsrvr:xx"
domsrvr:xx
is secondary one which is shutdown in 8th step
10. The object dump shows the cMassupdate objects accumulated in the
kt_daemon
memory space and never goes out at the timestamp the above error message
is seen
(172) UNABLE TO REMOVE TRAILING WHITESPACE FROM THE SYSTEM LOGIN

Unable to remove trailing white space from 'System Login' userid in contact
detail page when force_unique_userid option is installed. The following AHD
error is displayed when the end user tries to remove trailing white space
from the 'System Login' userid field:
"Error 1 attempting to set userid to "test": AHD05910: System Login entered

needs to be unique. Multiple Active Contact records with the specified
System Login credentials were found."
Steps to Reproduce:
1) Login as Analyst
2) Make sure 'force_unique_userid" option has been installed.
3) Add a contact along with 'System Login' userid value with trailing white
space.
4) Now edit the same contact and remove the trailing white space from the
'System Login' userid value.
5) The following AHD error will be shown in yellow bar:
"Error 1 attempting to set userid to "test": AHD05910: System Login

entered needs to be unique. Multiple Active Contact records with the
specified System Login credentials were found."
(173) PERFORMANCE IMPACT VIA SYSTEM USAGE BY CONTACT REPORT

The 'System Usage by Contact' report takes an unacceptably long time to
return data even for a reasonably large amount of data. The report may even
timeout and show an error. There are long running queries that are fired
against the database all of which have no where clause. This has a serious
impact on the performance of the database.
Steps to reproduce:
1. This problem may occur only when the number of entries in the Service
Desk session log table (session_log) and the Knowledge Tools search log
(ebr_log) table is very large. With less amount of data the report returns
data in a short time.
2. On the Service Desk system, turn on verbose logging for the following
file:
sqlquery.c
3. Login to the BOXI InfoView as the Service Desk privileged user and
navigate to the following folder under the 'Public Folders':
'CA Reports' -> 'CA Service Desk' -> 'Knowledge Management' -> 'Contact
Activity'
4. Open the report 'System Usage by Contact'.
5. Run this report providing the 'Start Date' and 'End Date' parameters
as the current date and leaving all other parameters default.
6. The report would take a long time to return the data. It might even
timeout in certain occasions and show the following message in the
InfoView interface:
"A request was cancelled. The necessary security privileges could not be
verified. This indicates a problem with the security server."
7. Reset the verbose logging enabled in step 2.

8. Analyze the latest Service Desk standard log (stdlog.n) and there
should be repetitive instances of the same query against the ebr_log
table.
The repeated query looks like the below:
'SELECT EBR_LOG_session_log.id, EBR_LOG_session_log.ASKED_DATE,
EBR_LOG_se
ssion_log.USER_ID FROM EBR_LOG EBR_LOG_session_log'
The above query does not have any where clause filter associated with it
queries the entire ebr_log table and it does so for every matching
session_log entry.
(174) PERFORMANCE IMPACT VIA ACTIVITY OF REQUESTS REPORT

The 'Activity of Requests' report is too slow and may also timeout on a few
occasions if the request activity log table is large. The report does not
have any filter parameters associated with it. As a result, the report
queries all the records in the activity log table without applying any
filters.
Steps to reproduce:
1. This problem may occur only when the number of entries in the request
activity log table (act_log) is very large.
file:
sqlquery.c
'CA Reports' -> 'CA Service Desk' -> 'Request' -> 'Volume'
6 4. Open the report 'Activity of Requests'.
5. Run this report and the report would take a long time to return the
data. It might even timeout in certain occasions and show the following
message in the InfoView interface:
"Error in File Activity of Requests: Max processing time or Max records

limit reached"

should be an occurrence of the following query in the log:
'SELECT alg.type_symbol, alg.time_stamp, alg.request_ref_num, alg.id,

alg.description, alg.analyst_combo_name FROM alg'
queries the entire act_log table.
(175) PERFORMANCE IMPACT VIA CONTACT FAQ RATINGS REPORT

The 'Contact FAQ Ratings' report filter is too slow and may also timeout on a
few occasions if the contacts table (ca_contact) has a very large number of
records.
Steps to reproduce:
1. This problem may occur only when the number of entries in the contacts
table (ca_contact) is very large.
file:
sqlquery.c
'CA Reports' -> 'CA Service Desk' -> 'Knowledge Management' -> 'Knowledge
Team Productivity'
4. Open the report 'Contact FAQ Ratings'.
5. Run this report and the report would take a long time to show the
filter parameters page. It might even timeout in certain occasions and
show the following message in the InfoView interface:
"A request was cancelled. The necessary security privileges could not be
verified. This indicates a problem with the security server."

should be an occurrence of the following query in the log:
'SELECT DISTINCT cnt.userid||' '||cnt.last_name FROM cnt UNION SELECT

'ALL'
FROM cnt'
queries the entire ca_contact table.
(176) USERS CANNOT LOG ONTO SERVICE DESK VIA BOPLGIN

If a logged in user is made inactive and BOPLGIN process dies due to any
reason before the userid is cleared from DOMSRVR cache, then BOPLGIN
process couldn't re-spawn successfully and failed to complete its
initialization with the following error in the STDLOG:
"boplgin 6468 ERROR bplaccess.c 2782 AHD04015: Contact record not found for
id (A)"
Due to the initialization failure, no new users can log onto Service Desk
until entire Service Desk services are recycled.
Steps to reproduce:
Scenario 1:
1. Log in to Service Desk as user A

2. Log in to Service Desk as User B
3. Inactive User A from User B session
4. Kill the BOPLGIN from task manager
5. BOP-LOGIN process couldn't re-spawn successfully and fails with the error
"boplgin 6468 ERROR bplaccess.c 2782 AHD04015: Contact record not found
for id (A)"
Scenario 2:

4. Log-out User A
5. Kill the BOPLGIN from task manager with in 1 minute(session object
delete delay) of step 4
6. BOPLGIN process couldn't re-spawn successfully and fails with the error
for id (A)"
Scenario 3:

4. Kill the browser of User A from task manager
5. Kill the BOPLGIN from task manager within 60 minutes(session time out)
of step 4
6. BOPLGIN process couldn't re-spawn successfully and fails with the error
for id (A)"
(177) GROUP FUNCTIONAL ACCESS NOT ENFORCED CORRECTLY

After changing a Role's 'Access Level' of the 'Group Functional Access' to
'View', the 'Edit' button is being displayed even though the user cannot
save the changes due to 'Functional Access' restrictions.
1) Set the 'Group' 'Functional Access' to role 'Level 2 Analyst' to 'View'.

2) Change the user role to 'Level 2 Analyst'.
3) Do a 'Search'->'Contacts' and click on 'Search'.
4) Open any group from the returned list.
5) You will notice that the new pop-up page will have the 'Edit' button
displayed even if the user does not have access to edit the groups.
(178) BROKEN LINKS FLAGGED INCORRECTLY IN KNOWLEDGE DOCUMENTS

When the Knowledge 'Automated Policies' are run, there may be documents that
are flagged incorrectly as containing broken links. Such documents typically
are found to contain one or more image files in them.
Steps to reproduce:
1. Under the 'Knowledge' tab, select 'File' -> 'New Knowledge Document'.
2. Click on 'Edit Resolution' and in the new window select 'Insert' ->
'Image'.
3. Select an image file to upload and click 'Ok' and then 'Ok' again on the
previous window.
4. Fill in any other needed information then click 'Save'.
5. Select 'Publish'.
6. After publishing the document, search for it on the 'Knowledge Search'
screen and open it at least once.
7. Select the 'Administration' tab and go to 'Knowledge' -> 'Automated
Policies' -> 'Scheduling'.
8. Click on the date look up field and select a date and time in the near
future, such as a minute later.
9. Click 'Ok' and then 'Save'.
10. When the policies run the newly created knowledge document may be flagged
as having a broken link and an email will be sent to the owner of the
document.
(179) DUPLICATE DATA IN CI_REL_TYPE TABLE
>>> ATTN: THIS FIX IS FOR JAPANESE ONLY <<<
The 'is administered by' and 'is managed by' parent-child relationship labels
are translated into Japanese using the exact same wording. As a result, the
'ci_rel_type' table contains duplicated data and the following errors are
written to the stdlog after the installation:
"sql_agent 3052 ERROR sqlclass.c 980 SQL Execute failed: [Microsoft OLE DB
Provider for SQL Server] [ SQL Code=3621 SQL State=01000] Statement
Exited.
[Microsoft OLE DB Provider for SQL Server] [ SQL Code=2601 SQL
State=23000]
Cannot insert duplicate key row in object 'dbo.ci_rel_type' with unique
index 'ci_rel_type_X0'."
"sql_agent 3052 ERROR sqlclass.c 981 Clause (INSERT INTO ci_rel_type

( parenttochild, childtoparent, is_peer, del, persid, id ) VALUES
( ? , ? , ? , ? , ? , ? )) Input (<parenttochild:string> E |
<childtoparent:string> E |<is_peer:int>1|<del:int>0|
<persid:string>ci_rel_type:300019|<id:int>300019)"
(180) BROKEN URL LINKS DUE TO SEARCH WORD HIGHLIGHTING

When a user searches for a word that is embedded within a URL link
of a Knowledge Document, such URL links become un-usable after
the application adds color and highlighted tags for displaying that
document on the web interface. The URL links are displayed correctly
along with highlighting the search word. However, when the user
clicks on the URL link, the links will not work as they are broken due
to the addition of the highlighted html source to the actual URL.
This problem occurs only when the application is configured to use

FAST search engine. The problem does not occur if the search word
is not part of the URL link embedded within a Knowledge Document.
Steps to reproduce:
1. Configure Service Desk to use FAST search engine.

2. Create a new Knowledge Document and edit Resolution.
3. Enter some text, highlight the text and click 'insert/URL' Link,
For example, enter the following link:
https://aplwiki.jhuapl.edu/confluence/display/LAPLKEY/I+
need+a+Java+plugin+to+use+NAC
4. Save and publish the document.

5. On the knowledge tab, search for the word 'Java'.
6. Open the document, and notice the word 'Java' highlighted
with-in the document.
7. Hover over the text that you entered, notice at the bottom of the
page the url is;
https://aplwiki.jhuapl.edu/confluence/display/LAPLKEY/I+need
+a+<font%20style='color:blue;%20background-color:yellow;'>
8. If you click on the link, it will not work as the URL is broken
due to the addition of the html source to the actual URL.
(181) ATTACHMENTS NOT WORKING
Sometimes when a user tries to upload an attachment to a ticket, it may fail
with the following error message shown in the web interface:
"AHD05949: Unable to acquire a repository session. File not uploaded"
In addition, these error messages are seen in the STDLOG:
"13868 ERROR pcexec.c 2603 Couldn't retrieve the procname list"

"13868 ERROR ktweb.spl 2399 The repository daemon (rep_daemon:
hostname)is not running, unable to initiate a session"
The correction of this problem should be available via a test fix patch.
Please open a Technical Support issue to request it if desired.
This is duplicated from r11.2 USRDWS# 762.
(182) IMPROPER VALUE IN ADDITIONAL SEARCH ARGUMENTS FIELD

When a search is performed with arguments in 'Additional Search Arguments'
field, after the search the arguments display wrong.
Steps to Reproduce:
1. In 'Service Desk' tab, click 'Search' - 'Incident'

2. Enter some arguments in the 'Additional Search Arguments' field, say
" (group.last_name='grp1') OR group.last_name='grp2' "
3. Click 'Search'
4. After the search results are displayed, click 'Show Filter'
5. The 'Additional Search Arguments' field will have " ) OR group.last_name=
'grp2' "
(183) DATE FORMAT IN ACTIVITY LOG IS SHOWN INCORRECTLY

The date format in the activity log messages of a Change Order is shown in a
incorrect format after setting '@NX_EXPANDER_FORMAT' variable to
"DD/MM/YYYY" in NX.env and 'DateFormat' variable in web.cfg to "DD/MM/YYYY".
Steps To Reproduce:
1. Set '@NX_EXPANDER_FORMAT' variable in NX.ENV to "DD/MM/YYYY".

2. Set 'DateFormat' variable in web.cfg to "DD/MM/YYYY HH:mm:ss
3. Restart Servicedesk services.
4. Create a new change order and save.
5. Open the existing change order ticket and change the
'Schedule_start_date'and also save the ticket
6. Verify date format shown in the messages logged in the activity log is
not in correct format for both the cases.
(184) NO ACTIVE FLAG IN UNIVERSE FOR CONFIGURATION ITEM EXTENDED

The Service Desk Reports Universe does not expose the Active/Inactive flag
for Configuration Items. As a result, new reports cannot filter configuration
items based on the Active/Inactive flag.
Steps to reproduce:
1. Login to the BOXI Designer on the BOXI server.

2. Click on File->Import and import CA Service Desk universe.
3. Navigate to 'Resources' / 'CMDB' / 'Configuration Item Extended' object.
There is no 'Active'/'Inactive' attribute.
(185) JAVASCRIPT ERROR USING REPORTS IF AVOID POPUP SET

Users receive JavaScript errors when displaying a report via the report tab
if 'Avoid Popups' option is set.
Steps to reproduce:
1. Login to ServiceDesk Web Interface as an analyst.

2. Select View->Preferences ->Avoid Popups and save the settings.
3. Logout.
4. Login to ServiceDesk again and click on 'Reports' tab.
5. Wait for the reports to load. Then click on the reports list icon.
6. It will appear in the same frame. Select a report and a JavaScript error
is displayed:
"Line 0"
"Error:'window.parent.ahdframeset.opener.location' is null or not an
object"
(186) UNABLE TO REMOVE CUSTOM FIELD

A user customizing Service Desk's database schema may not be able to delete a
column after performing 'pdm_publish'. This may occur when two or more
columns are created via Web Screen Painter. When editing the schema files
(wsp_schema.sch, wsp.mods, and ddict.sch) to remove one of the columns after
running 'pdm_wspupd', errors similar to these would appear:
"Column pcat.zpcat_view not found in wsp_schema.sch - deleting wspcol row"

"Column wf.zcount not found in wsp_schema.sch - deleting wspcol row"
1) Create 2 new columns in 'Web Screen Painter' via 'Schema Designer', save
and the run pdm_publish.
2) Start Service Desk
3) Edit wsp_schema.sch, wsp.mods and ddict.sch to remove only one of the
columns and save the files.
4) Execute the pdm_wspupd command, and the following similar errors appear:
"Column pcat.zpcat_view not found in wsp_schema.sch - deleting wspcol row"
"Column wf.zcount not found in wsp_schema.sch - deleting wspcol row"
It should have deleted the one column, but it did not.
(187) INAPPROPRIATE MESSAGES WHEN ACTIVITIES WINDOW IS OPEN

When an 'Activities' menu window like 'Escalate' is opened from an Incident
detail page and then another 'Activities' window like 'Update Status' is
opened, then the 'Update Status' form will have 'Accept' button displayed
instead of 'Save'. When the status is changed and 'Accept' button is
clicked then the following message is displayed:
"Save Successful - Activity Log created"

But the changes are not saved until the 'Save' button is clicked on the
'Escalate' activity form.
Steps to Reproduce:
1. Open an existing 'Incident' in view mode

2. Select 'Activity' -> 'Update Status ' from the Incident detail page
3. From the Incident detail page select 'Activity' -> 'Escalate'
4. Change the 'Priority' of the ticket and click 'Accept'
5. The following message appears in the yellow bar on the Incident detail
page,
"Save Successful - Activity Log created"
6. When 'Cancel' is clicked on the 'Status Change' form then the change in
priority is lost.
(188) GROUP AND CATEGORY LABEL SHOWS EMPTY FOR IMPLEMENTATION COST
Group and Category show empty in 'Change Order Implementation Cost' and
'Change Orders Initiated Incident/Problem' detail Report.
Steps to Reproduce:
1. Log into Business Object Infoview and open 'Change Order Implementation
Cost Report'.
2. Run the report and click on the Number of Change Order to Show detail
report.
The reports shows as: "Details of Change Order Implementation Cost Details
for Change Order Group "" and Category "".
It should show as: "Details of Change Order Implementation Cost Details

for Change Order Group "Group_Name" and Category "Category_Name".
Same happens for 'Change Orders Initiated Incident/Problem' detail Report

too.
(189) JAVASCRIPT ERRORS WHEN SEARCHING KNOWLEDGE AS EMPLOYEE

When a Knowledge search is performed via the Employee web interface, a
JavaScript error may be seen; hence, no search results are returned. This
happens when Knowledge search is integrated with FAST ESP search engine.
The JavaScript error is:
"Message: Expected ';'

Line: 217
Char: 23
Code: 0"
Steps to Reproduce:
1. Login to the Service Desk, which is integrated with FAST, as an 'Employee'

2. Search for Knowledge documents using some string
3. The results page will open but JavaScript errors might be thrown without
displaying the results.
(190) REMOTE REFERENCE EXECUTION DESCRIPTION MAY GET TRUNCATED

When Incident description is passed as a parameter to a Remote Reference
with any odd number of quotes appearing in description, then the
description may be truncated while executing the external program.
Steps to reproduce:
1) Create a bat file 'c:\\abc.bat' with the content:

echo %1
echo %2
pause
2) Go to Administration tab ->ServiceDesk -> Application Data ->
Remote Reference
3) Create a Remote Reference named 'abc' which launches 'c:\\abc.bat'
NT Server, Unix Server, or Unix Client Exec Command: 'c:\\abc.bat'
Windows Client Exec Command: '${NX_ROOT}/bin/launchit.exe c:\\test.exe'
4) Create a macro named 'abc' of type "Execute Remote References" which calls
the Remote Reference 'abc' and pass the following Parameter:
"@{description}" @{priority}
5) Create an event with a Delay Time of 10 seconds which calls the macro
'abc' (Action on TRUE)
6) Now create an incident with description as: "abc" def" and attach the
event created in step5 to Incident
7) After 10 seconds the 'abc.bat' file will be launched. Now you may see that
the incident description would be parsed as two arguments
(191) LOOPING SUBJECT IN THE EMAIL NOTIFICATION

Under certain circumstance the subject of an email notification might be
replicate multiple times if the subject contains special characters.
Known Steps to Replicate:
1. Create a Service Desk ticket.

2. From Activities select the 'Manual Notify' activity.
3. In the subject please enter a title longer than 33 characters and have
at least one special character.
4. And select a user to notify.
5. When the email notification is received the subject of the email
should read the text that you entered multiple times.
(192) UPDATES TO CATEGORY ARE NOT SEEN FOR TENANT USERS

After applying the second or third set of cumulative patches for Service Desk
r12.1 or more specifically the correction of Star problem number USRD 735,
in case of multi tenancy setup, if an update or a new category to any tenant
of Request/Incident/Problem is done, the updates are not seen for the users
of the tenants.
The users can see the updates only after the Service Desk is recycled.
Steps to Reproduce:
1. Login with ServiceDesk (privileged account)

2. Switch the role to 'Level 1 Analyst'
3. Make sure the 'level role Analyst' has access to tenant group instead of
contact's tenant
4. Go to File -> 'New Incident, choose a tenant X and click on
'Incident Area lookup'.
5. Close the window.
6. Login as employee
7. Go to new Request and choose a tenant X and click on 'Incident Area'
lookup
8. Close the window
9. Switch to role 'Administrator'
10. Go to Service Desk Request/Incident/Problem under Administrator tab
a. Update any existing category of tenant X
b. Create a new category under tenant X selected in step 3
11. Save both
12. Change the role from 'Administrator' to 'level 1 Analyst'
13. Create a new Incident
14. Select the same tenant X
15. Click on the Incident Area link
16. One will notice that
a. updates done to the category in step 6.a and
b. created category in step 6.b will not be seen
(193) TICKET IMPACT AND URGENCY NOT SET FROM WEB SERVICE INTERFACE
Sometimes when Automatic Priority Calculation is enabled for tickets, the
impact and urgency values may not be set correctly when creating tickets from
the Web Service Interface or when using the Text API. As a result, the ticket
priority is also not set as per the priority calculation matrix. This only
happens when the 'Impact Default' or the 'Urgency Default' values in the
priority calculation are set to 'Empty'.
This behavior is not seen when creating tickets from the Web Interface.
Steps to reproduce:
1. From the Service Desk Administrative interface, create a new Priority

Calculation with the following details:
Name - Incidents
Status - Active
Incidents - Yes
Problems - No
Priority Matrix - Default Settings
Impact Default - Empty
Override Impact - NO (unchecked)
Impact Increment- Empty
Urgency Default - Empty
Override Urgency - NO (unchecked)
Urgency Increment- Empty
Capture Reason - NO (unchecked)
Enable for Templates - NO (unchecked)
2. Use web service and create an incident passing valid Urgency and Impact
values apart from other required values.
3. From the Service Desk Web Interface, open the Incident that was created
in the step above and look for the Urgency, Impact and Priority values.
The values for Urgency and Impact should be empty and the Priority
should be set to 'None'.
(194) AUTO EVENTS FIRE FOR INACTIVE EVENTS

Auto events fire even if the Auto Event is made inactive.
Steps to Reproduce:
1. Login into Web Interface. Go to Administration tab -> Options Manager ->
Request Mgr.
2. Install 'auto_events','auto_events_count' & 'auto_events_name' options.
3. Recycle the Services.
4. Create an 'auto_event' and verify it gets attached to a new ticket.
5. Inactive the auto event and create a new ticket. The auto event will
still get attached to the ticket.
(195) CMDBF FAILS TO UPDATE CONFIGURATION ITEM

CMDB webservices CMDBf fails to update a CI if the CI attribute, for example
class, supplier etc., has more than 250 values. The following error is
returned from the web services call:
"Error: Invalid attribute: <attribute_name>"
Steps to Reproduce:
1. Create more than 250 classes.

2. Create a CI with class name that is 251st from the list of classes in
alphabetical order.
3. Use SoapUI to update the CI.
4. The SoapUI response shows following:
<declined>
<reason>Error: Invalid attribute: class</reason>
</declined>
(196) UNABLE TO MAKE BEEP SOUND WHEN THE TIMER CHANGES ITS COLOR
If the timer reaches its threshold while editing a ticket, the background
color of the timer changes and the reminder message is displayed in the
yellow bar but there is no beep sound even though it was enabled in the timer
settings.
Steps to reproduce:
1) Go to Administration-> Service Desk-> Application Data-> Codes-> Timer

Setup.
2) Select for instance the 1 min timer (00:01:00 ) and edit it.
3) Click on Beep? checkbox to set it, enter any text to Reminder field and
save.
4) Edit any ticket and wait for the timer to reach 1 min (00:01:00).
5) Once the elapsed time reaches the threshold a yellow line appears on top
of the detail window and a beep should be heard but it is not.
(197) CHANGE ORDER GROUP IS OVERRIDDEN BY WORKFLOW TASK GROUP

When a user inserts a new Workflow Task associated with a group to a Change
Order, the Change Order group is changed by Workflow group.
Steps to reproduce:
1. Create two group contacts with names as 'group1' and 'group2' and also add
analyst users as members to these groups.
2. Create a Change Order with Category as 'Add.IT.Other' and group as
'group1' and then save the change order ticket.
3. Under 'Workflow Tasks' tab, insert new Workflow task to the Change Order
created in step 2, in this new workflow task select distinct group as
'group2'.
4. After adding the workflow task with group, the Change order group is
changed to the workflow task group.
(198) UPDATE NOTIFICATION BUTTON IS GRAYED OUT

>>> ATTN: THIS FIX IS FOR PORTUGUESE ONLY <<<
'Update Activity Notification' button is seen grayed out and cannot be
accessed on a activity notification detail form.
This problem can be seen only in Service Desk 12.5 Portuguese installations.
Steps To Reproduce:
1. Login to Service Desk 12.5 web client.

2. Go to "Administracao / Notificacoes / Notificacoes de Atividades"
i.e. ("Administration / Notifications / Activity Notification")
3. Open any activity notification.
4. It can be seen that for all the object types, the activity is shown as
not valid since they all show the option "NAO".
5. Also, "Atualizar regras de notificacao" button i.e.
("Update Notification Rules") is seen grayed out for all object types.
(199) DOWNLOADED RAR EXTENSION FILES GET CORRUPTED

If a file is compressed with RAR archive and attached to a Ticket under
'Attachments' tab, then the file cannot be decompressed and usable after
downloading it.
Steps to Reproduce:
1. open a ticket.
2. Upload a .rar file as attachment to Service Desk ticket
3. Download file from Service Deskticket (save to disk)
4. compare sizes of original file and downloaded one, they are different.
5. Try to open the rar file and gives wrong result.
(200) SAVING INVALID DATE IF YEAR OLDER THAN 2000

Typing in a date older than year 2000 in a date filed the saved date will
not be typed in date. This problem was noticed only on Service Desk
installed on a UNIX platform.
1. Open an existing Change Order.

2. Go to tab 'Costs / Plans' and add type in '12/20/1999 02:31 pm' into the
'Actual Implementation Start Date' field.
3. Once you have the Change Order the displayed date will not be the typed
in date and time.
(201) QUICK PROFILE FROM CHANGE ORDER SHOWS WRONG USER DETAIL
When the 'Quick Profile' button is clicked from the Change Order detail page,
the user may see profile of the Requestor instead of the profile of the
'Affected End User'.
Steps to reproduce:
1) Create a change order with 'Requester' as 'user1' and 'Affected End User'
as 'User2'.
2) Click on 'Quick Profile' button.
3) You may see the profile of 'User1' instead of profile of 'User2'
(202) SORTING ON LIST OF ANNOUNCEMENTS DOES NOT WORK AFTER CUM #3

After applying third set of cumulative patches for Service Desk r12.1 or more
specifically the correction of Star problem number USRD 777, sort by on
'Posted Date' column for list of announcements does not work.
Steps to Reproduce:
1. Take a Service Desk r12.1 environment with third set of cumulative patches
applied.
2. Login Service Desk web client and go to 'Search' menu -> click on
'Announcements', then a list of announcements are displayed.
3. Now Click on 'Posted Date' column to sort based on date. It can be
observed the result will not sort. The list displays the same.
(203) QUICK PROFILE BUTTON DISABLED ON INCIDENT DETAIL SCREEN

The Quick Profile button on the Incident detail edit window is grayed out
when the incident is being created from the scratchpad knowledge search
results. The button is enabled when the Incident is being created from the
Service Desk 'File' -> 'New Incident' as well as when the Incident is being
created directly from the scratchpad without doing a knowledge search. This
problem only appears when a knowledge search is performed from the profile
browser scratchpad, one of the resulting documents is opened and the 'New
Incident based on this document' link is clicked.
Steps to reproduce:
1. On the Service Desk 'Go' button, select 'User by Name' from the drop
down, enter a valid user name in the text box and click on the 'Go'
button.
2. Type some text in the Scratchpad which returns a valid knowledge
document and click on 'Search Knowledge'.
3. Select any document that is displayed.
4. Select 'New Incident based on this document'.
5. In the Incident, you have the Affected end User as the contact, but,
the quick Profile button is grayed out.
(204) CONTACT NAME WITH APOSTROPHE NOT DISPLAYED IN GROUP

If a contact name contains an apostrophe symbol, i.e. ' , then the contact
name doesn't get displayed when Contacts are searched in order to add them to
a Group.
Steps to Reproduce:
1. Create a contact as follows:

Last Name : O'Brian
2. Create a Group. For example: 'Test'.
3. Click on 'Administration Tab' -> 'Security and Role Management'-'Groups'.
4. Bring up the existing group 'test'.
5. Click on 'Update Members'.
6. Click on 'Search' button to search for contacts.
7. Select the contact O'Brian, Neil under the left hand Members list and
click on '>>' to send it under members section on the right hand side.
8. The contact will be displayed. Click on 'OK'.
9. It will come back to the Group detail screen. Once again click on
'Update Members' button on the 'test' group detail screen.
10. Click on 'Search'. The contact O'Brian, Neil that was already added to
the group will appear as blank under right hand contacts section.
11. If you select any other contact like 'ServiceDesk' and click on '>>' to
send it under right hand side, only O from O'Brian, Neil will be
displayed. The remaining letters 'Brian, Neil is not displayed.
(205) 'UPADTE CIS' BUTTON IS NOT SHOWN WHEN FUNCTION ACESS IS VIEW
Function Access value of VIEW on Configuration Items doesn't allow users to
add 'Configuration Items' to 'Change Order'.
Steps to Reproduce:
1. Under the 'Administration' tab select Security and Role management ->
Role List ->Administrator
2. In the Administrator Role Detail form go to Function Access click Edit in
List and modify 'Access Level components' for 'Configuration Items' to
view and click save.
3. Log out and Log back and set the role to 'Administrator'.
4. Create a new 'Change Order' and select the 'Configuration Item' Tab,
'Update CIs' button is not shown.
(206) UNABLE TO GENERATE A STORED QUERY WITH QREL RELATION

A User followed the steps to implement a Stored Query as described in
technical document TEC505360 as shown below:
'id.[chg]workflow.status IN(\'PEND\')'
But while saving the Stored Query, the user gets 'Bad Where clause' error in
the Web interface.
Steps to Reproduce:
1) Login as Analyst
2) Go to 'Administration Tab->Service Desk->Application Data->Stored Queries'
3) Click on 'Create New'
4) Save the following stored query
id.[chg]workflow.status IN(\'PEND\')
5) Bad where clause will be thrown in the browser.
(207) PDM_EXTRACT UNABLE TO HANDLE DOUBLE BYTE CHARACTERS

Pdm_extract unable to handle double byte characters in the SELECT SQL
queries.
Steps to Reproduce:
1) Open Command console in a Service Desk installed machine.

2) Type the following command
pdm_extract -f "SELECT * from ca_contact WHERE last_name='xxx'"
here 'xxx' is double byte characters.

3) The above query doesn't fetch desire result.
(208) CHANGE SCHEDULER ISSUE

While a user adds a single event between 12AM and 1AM on the Change Order
Calendar, the event shows on the calendar in the correct date and time. If
a user adds a recurring event like weekly, daily from 12AM to 1AM, it will
show up on the next date. For example, if a user adds a backup event will
recurring on every Wed. 12:03AM - 12:53AM, it will show up on every Thur.
12:03-12:53 AM. If the user adds the event starting past 1AM, it will show
up in the correct date and time. The problem is happens only between
12AM-1AM.
Step to reproduce:
1. Go to 'Administration'->'Service Desk'->'Change Orders'->'Change Windows'.

2. Click on 'Create New' button.
3. Fill up 'Window Name', pick 'Blackout' 'Type'.
4. Click on 'Start Date', and choose 'Aug. 10th 12:03 AM'.
5. Click on 'End Date, and choose 'Aug. 10th 12:53 AM'.
6. Pick a 'Timezone' same as your server's time zone.
7. Click on 'Weekly' radio button.
8. Type '1' in Every '1' week(s).
9. Check on 'Tuesday'.
10. Click on 'End by' and pick Oct. 10th 1AM.
11. Click on 'Save' button. And close the window.
12. Click on 'Change Order Schedule' tab and click on 'Search' button.
13. The event will show up on Aug. 11th Wednesday 12:03 AM to 12:53 AM.
(209) DEFAULT DASHBOARD ENTRIES DOES NOT FETCH DATA FROM MDB
Default BOXI Dashboards are showing sample data.
Steps to reproduce:
1. Login to the BOXI InfoView

2. Click on Home -> Document List -> Dashboards -> Corporate Dashboards' ->
Service Desk Manager Daily Operations
3. Click the 'Request','Incident', 'Problem', 'Change Order', 'Issue'
4. Sample data will be displayed in the Available Values field.
(210) FIREFOX CONTEXT MENU COVERS SERVICE DESK CONTEXT MENU

While customizing a 'Menu Tree' and right clicking on the top node of the
tree the Firefox context menu will cover the Service Desk Manager context
menu.
1. Create a new 'Menu Tree' under 'Administration'->

'Security and Role Management'->'Role Management'->'Menu Trees'.
2. Save the new tree and click on the 'Customize Menu' button.
3. Right click on the top node and you will notice that the Firefox context
menu will cover the Service Desk Manager context menu.
(211) UNABLE TO SEE THE ATTACHED EVENT IN SERVICE TYPE TAB

When a user attaches an event to a Ticket and that event attaches
another event via a macro, the 'Service Type' does not show all the attached
events. Instead, it shows only the first attached event.
Steps to Reproduce:
1) Login as Analyst
2) Create a Event called 'event1' and add condition along with another
'Attach EventType' macro
3) Configure the macro to attach another 'event2'
4) Now attach the 'event1' with service type and attach this service type
with any priority.
5) Create a request with that particular priority.
6) Click on the 'Service Type' tab and see only one event would be displaying
even after the 'event2' attached with the ticket.
(212) ATTRIBUTE NOT FOUND OR NOT ATOMIC

A user with the 'Tenant Access' set in the role to 'Contact's Tenant' can't
see the groups that he belongs to.
1. Service Desk Manager 12.5 with multi-tenancy configured.

2. Create a user - 'userA' - in tenant - 'tenantA'. Set the access type to
'Service Desk Staff' and role to 'Level 1 Analyst'. Update the role and
set the 'Tenant Access' to 'Contact's Tenant'.
3. Create a group - 'groupA' - in tenant - 'tenantA' - and add 'userA' as a
member of this group.
4. Login as 'userA'.
5. 'Search' -> 'Contact' and select 'userA' from the list.
6. The following error is seen in the Standard log (stdlog):
"domset.c 2701 ERROR Attribute cnt.tenant not found in

grpmem:PDOB:PATTR:OB:MTH:
where.y 908 ERROR Parse error at : "( ( member = ? ) AND ( cnt.tenant
IS NULL OR cnt.tenant = U'3ADB7FF37DF0444D9E9A339E1A62372B' ) ) AND (
tenant IS NULL OR tenant = U'3ADB7FF37DF0444D9E9A339E1A62372B' )" (Attr
not found or not atomic)"
(213) PDM_PUBLISH FAILS DUE TO TRANSACTION ISOLATION LEVEL

Publishing schema changes from the Schema Designer in Web Screen Painter
fails when using SQL Server 2008 with transactional replication. This
happens as a result of the fact that pdm_publish.pl uses dirty reads when
altering a table or a column by setting the transaction isolation level to
'READ UNCOMMITTED'.
Steps to Reproduce:
1. Open Web Screen Painter. Add a column to 'cr' table. And click on
'File'-> 'Save and Publish'.
2. Stop ServiceDesk service.
3. Turn on the sql trace from sql profile.
4. Run 'pdm_publish'.
5. Go back to sql trace. 'SET TRANSACTION ISOLATION LEVEL READ UNCOMMITTED'
is in the trace before the 'Alter' command.
(214) CMDBF QUERY RETURNS MULTIPLE FEDERATED ASSET ID

When a 'Configuration Item' is inactivated, the associated 'Federated Asset
Id' also gets inactivated. If the same 'Configuration Item' is re-activated
using a new 'Federated Asset Id', the query for the 'Configuration Item' via
'CMDBf' returns both inactive and active 'Federated Asset Id'.
Steps to Reproduce:
1. Register a 'Configuration Item' via 'CMDBf' webservices with a valid

'MDR Id' and some unique 'Local Id'. The 'Local Id' will be used as
'Federated Asset Id'.
2. Deregister the 'Configuration Item' using its 'MDR Id' and the 'Federated
Asset Id'.
3. Reregister the same 'Configuration Item' using the same 'MDR Id' but
different unique 'Local Id'.
4. Query for the 'Configuration Item', it will return the 'Configuration
Item' with both active and inactive 'Federated Asset Id'.
This is duplicated from problem CMDB 55.
(215) UPDATES USING TWA MODIFIES CI CREATION DATE

When Transaction Work Area (TWA) functionality is used to update a
'Configuration Item' (CI), the 'Creation Date' field is always updated with
the current date and time even though this Configuration item already exists
in the system.
Steps to reproduce:
1. Create a CI.
2. Create a TWA transaction of the same CI.
NOTE: DO NOT point the CI to a target CI.
3. Load the transaction using -lftwa option using GRLoader.
The 'Creation Date' attribute will be updated with the current date and time
as well.
This is duplicated from problem CMDB 59.
(216) UNABLE TO CREATE INCIDENTS-DOCUMENTS AFTER BOPLGIN RECYCLES

On very rare occasions, the Service Desk authentication process BOPLGIN may
terminate unexpectedly. Even more rare is that after BOPLOGIN automatically
starts, end users may not be able to create any Ticket types or Knowledge
Documents. This is due to the inability for the existing spelsrvr process(es)
to communicate to the restarted BOPLGIN process. The error message seen
from the Web Interface is "Unable to connect to the webengine". A call stack
from the memory/core dump of the terminating process may show the following
information:
bplaccess.BPData(const BPData&)(0x2ff19280, 0x3c76b7ec), line 602 in

"bpobjptr.h"
Session_Object::reply_role_attrs(BPMessage&)(this=0x3c76b760, msg=&(...)),
line 4814 in "bplaccess.c"
Session_Object::register_session_user(BPMessage&)(this=0x3c76b760,
msg=&(...)), line 4493 in "bplaccess.c"
Session_Object::handle_session_request(BPMessage&)(msg=&(...)), line 4455
in "bplaccess.c"
recvmsg(BPMessage&)(this=0x301094a0, msg=&(...)), line 1494 in
"bplhndlr.c"
(217) DEFAULT REPORTS RETURNING EMPTY RESULTS
Some of the Service Desk BOXI reports under the 'CA Reports' -> 'CA Service
Desk' -> 'Requests' sub-folder return zero records. This happens only with
a localized version of Service Desk. This happens because the query used for
fetching the data not use a localized equivalent of the 'sym' field of the
'cr_type' table.
Steps to reproduce:
1. On a localized Service Desk installation, create a few requests from the

Analyst interface.
2. Run the command 'pdm_logstat -f odbc_backend.c VERBOSE'.
3. Login to the BOXI InfoView and navigate to 'CA Reports' -> 'CA Service
Desk' -> 'Requests' -> 'Aging' and run the 'Active Requests Aging for
Groups' report. The report does not return any results.
4. Run the command 'pdm_logstat -f odbc_backend.c' to turn off extra logs.
5. Open the latest Service Desk stdlog and look for the query generated in
the log. The query should have a where clause similar to the one below:
cr_type.sym = 'Request'
(218) TRANSLATION ERROR OF PROBLEM HISTORY TAG IN QUICK PROFILE

In 12.1 French, at the left hand pane of 'Quick Profile' page, translation
error at item 6 - 'Problem History' is seen.
Steps to reproduce:
1. 'File'->'View'->'Quick Profile '.

2. Click on 'search' button on the upper right corner for searching the
contact names.
3. Click on any contact name from the result list.
4. On the left hand panel, item 6 - 'historique du probl me' is translated
wrong. It should be 'Historique des probl mes'.
(219) PDM_WSPUPD DOES NOT HANDLE COMPLEX OBJECTS

After customizing a Service Desk object that spans on two tables in the
database, running pdm_wspupd will not match the data in the wspcol and
wsptbl tables with the data in the schema file.
1) Customize nr object using WSP by adding new columns.

2) Save and publish the changes.
3) Start Service Desk
4) Run pdm_wspupd and you will notice that the columns added in step 1
are scheduled for deletion.
(220) KT_DAEMON CRASH DURING COPY PASTE OF KNOWLEDGE CATEGORY

While copy and paste a knowledge category with document links associated with
each document, the kt_daemon process may crash intermittently with following
call stack:
kt_daemon!CIndexCutCopyPaste::SetCopyPastedKDsData+0x14f
kt_daemon!CIndexCutCopyPaste::PasteCopiedData+0x1335
kt_daemon!CIndexCutCopyPaste::recvmsg+0x8c0
(221) EVENTS NOT DELAYED WHEN CLASSIC_SLA_PROCESSING IS INSTALLED

In an environment where the 'classic_sla_processing' option is installed,
if the 'Service Type event' attached to a ticket is edited in one session
and the status of the ticket is changed to 'Hold' in another session, then
the ticket is saved but the attached event is not delayed.
Steps to Reproduce:
1. In 'Administration' tab, click 'Options Manager' -> 'Request-Change-Issue'

2. Install the 'classic_sla_processing' option and recycle Service Desk
service
3. Create a request, attach the '04hr resolution violation' service type
event to it and save it
4. Without editing the request, click on the event in 'Service Type' tab,
the event detail window is displayed
5. Click Edit. This event is now locked
6. From another user interface, change the Request's status from 'Open' to
'Hold' and save
7. The request status is changed but the event is still in 'Pending' status.
It should have become 'Delayed'.
(222) MISSING BUTTONS ON QUICK PROFILE PAGE DUE TO JS ERROR

Sometimes the buttons on the left side pane of Quick Profile tab are missing.
The following JavaScript error may be displayed on the web browser:
"Message: 'parent.scratchpad.document.scrpadForm.pbfld100' is null or not an

object
Line: 11185
Char: 1
Code: 0
URI: https://172.16.100.77:8443/CAisd/scripts/std_head.js"
Steps to reproduce:
1) Login to Service Desk

2) Open 'Quick Profile' tab
3) Select a contact
4) Sometimes you may see buttons on the left side pane are missing.
(223) STATUS CHANGE FORM REQUESTS COMMENT REPETITIVELY

While updating the 'Status' of a Change Order or Issue from the edit mode,
if the new 'Status' requires a comment, the 'Status Change' input form
requesting a comment pops-up whenever trying to save the ticket without
actually saving the new status.
Steps to Reproduce:
1. Go to 'Administration' tab
2. Click 'Service Desk' -> 'Change Orders' -> 'Status'
3. Open the detail page of 'RFC' status
4. In 'Change Order Transitions' tab click 'Approval in Progress'
5. Click 'Edit', select 'Must Comment' checkbox and click 'Save'
6. Create a new Change Order with 'RFC' status
7. Edit the created Change Order and set 'Status' to 'Approval in Progress'
8. Click Save. The 'Status Change' form of the Change Order opens requesting
comment to be entered
9. Enter the comment in the 'User Description' field and click 'Accept'
10. Click 'Save' in the Change Order detail page. The 'Status Change' form
opens again requesting comment to be entered.
(224) IMPROPER INDEXING OF MULTIBYTE CHARS IN KNOWLEDGE DOCUMENT

When Knowledge Documents contain multi-byte characters which are not
present in the 'Valid Character Range' of the Knowledge Parse Settings, then
the documents will be indexed with garbled characters resulting in improper
search results. When the pdm_k_reindex command is executed then a message
similar to the following will be displayed:
"Word 'xxxx' is not presented in the Dictionary."
where 'xxxx' is a word containing the garbled characters.
Steps to Reproduce:
1. Create some Knowledge Documents with multi-byte characters like the

accented characters
2. Go to 'Administration' -> 'Knowledge' -> 'Search' -> 'Parse Settings'
3. Make sure that the multi-byte characters used in the Knowledge Document
are not present in the 'Valid Character Range' field
4. Execute 'pdm_k_reindex' from command prompt
5. Message similar to the following will be displayed:
"Word 'xxxx' is not presented in the Dictionary."
The expected behavior is to treat the multi-byte characters as invalid and

replace them with space while indexing. The correction of this problem will
replace the characters with spaces and perform the indexing as per the
documentation in Knowledge Tools Administration guide.
(225) INTERMITTENT WEBENGINE HANG/TERMINATION ON SESSION DELETION

The webengine process may abnormally hang or terminate intermittently. The
termination may occur when webengine attempts to access information from a
deleted session after the following similar closed session message is
reported in the Service Desk standard log (STDLOG):
"Session 312650718 closed with active connection"
The termination may also occur when a particular connection is being deleted
after the associated session had been closed. This can be seen from a message
similar to the following in the standard logs:
"web:local 13796 TRACE session.c 7682 Forced drop of connection 104 for
form detail_cr_ro.htmpl - -1 connections remaining for session
ServiceDesk-977809543:0x2f9e2028"
Another type of termination may be seen when webengine references a deleted

session whose associated session has been deleted between the time it sent a
message to the domsrvr and the time it received the response. Common errors
seen within the standard log are:
"web:local 3436 ERROR session.c 8126 Duplicate entry in Session alias hash
for 2106484465 used by Session"
"web:local 3436 SEVERE_ERROR session.c 6543 Ignoring Session 0x158287E8
indexed by 1372309152 because it has session id 618108398 and session
alias 0 "
"web:local 2768 ERROR session.c 8107 set_session_id: Attempt to change id

of active session from ServiceDesk-1835247978:0x1ea4ad8 to
ServiceDesk-140619790"
The following call stacks are seen from the crash core\memory dumps:
webengine!Web_connection::destroy+0x26f
webengine!Web_connection::service+0x6ff
webengine!Web_connection::service+0x272
webengine!service_run+0x3f2f
webengine.exe!Session::drop_connection
webengine.exe!Web_connection::destroy
webengine.exe!Web_connection::service
webengine.exe!Web_connection::service
webengine.exe!service_run
webengine.exe!Session::find_session
webengine.exe!Web_connection::delayed_received
webengine.exe!PORT_SERVICE_SLNX::fire_callback
webengine.exe!PORT_SERVICE_SLNX::timeout_service
webengine.exe!PORT_SERVICE_SLNX::timeout_service
webengine.exe!service_run
The webengine hang may occur when it tries to wait for all the active web
connections to get closed before deleting the session. The following messages
are typically seen in the STDLOG when this happens:
"web:local 3204 ERROR session.c 6424 Delaying deletion of Session

ServiceDesk-1136006227:0x206a858 for 300 seconds because it has active
connection 05075D88"
During the webengine hang, the Service Desk webengine process may become
unresponsive and not respond to user requests. Users trying to connect to the
Service Desk web interface at this time receive the following message on
their web browser:
"Unable to Connect"
Typically when this problem occurs, the memory usage of the webengine process
is observed to be higher than normal. In addition, from netstat output you
may notice a high number of network ports in TIME_WAIT state. This is a
result of a large number of stale webengine sessions un-cleared due to
abnormally logging out of Service Desk, for instance, clicking on the X
button within the browser.
(226) IMPROPER INDEXING OF STRING WITH DOT IN KNOWLEDGE DOCUMENT

When Knowledge Documents have a string which contains a '.' followed by the
multi-byte characters without any space in between, then the documents will
be indexed with garbled characters resulting in improper search results.
When the 'pdm_k_reindex' command is executed then message similar to the
following will be displayed:
"Word 'xxxx.xxx' is not presented in the Dictionary."
where 'xxxx.xxx' is a word containing the garbled characters after '.'
Steps to Reproduce:
1. Create some Knowledge Documents with multi-byte characters like the

accented characters following a '.' without any space in between
2. Execute 'pdm_k_reindex' from command prompt
3. Message similar to the following will be displayed:
"Word 'xxxx.xxx' is not presented in the Dictionary."
(227) WEBENGINE MAY TERMINATE WHEN MANIPULATING WORKFLOW TAB

Under certain conditions when accessing the 'Workflow' tab of a Change Order
via the Web Interface, it is possible to get a pop-up error message on the
server machine:
"FATAL String.c 438 * STRING ERROR: String too big <nnnnnnn>".
Clicking the 'OK' button on the pop-up window on the server will cause the
webengine to exit and restart itself to recover from this problem. If the
pop-up window is not closed, the webengine will stall. Please follow solution
QI92347 on "SUPRESSING FATAL POPUP MESSAGES ON WINDOWS" for webengine to
exit and restart itself to recover from this problem.
The following error messages are printed to the Service Desk standard log
(STDLOG):
"web:local 5224 FATAL String.c 438 * STRING ERROR: String too big 1807258"
"proctor_host 4872 SIGNIFICANT pdm_process.c 774 Process stopped

(C:/PROGRA~1/CA/SERVIC~1/bin/webengine -q -d domsrvr -S web:local -c
C:/PROGRA~1/CA/SERVIC~1/bopcfg/www/web.cfg return: 999"
"domsrvr 968 SIGNIFICANT connmgr.c 2310 Disconnecting client web:local"
"proctor_host 4872 SIGNIFICANT pdm_process.c 783 Stopped:

C:/PROGRA~1/CA/SERVIC~1/bin/webengine -q -d domsrvr -S web:local -c
C:/PROGRA~1/CA/SERVIC~1/bopcfg/www/web.cfg"
"pdm_d_mgr 4848 ERROR daemon_obj.c 1815 Daemon webengine died:

restarting"
This problem was corrected via Star Problem Number USRD 476. But even with
the correction for USRD 476 in place, it is still possible to encounter this
webengine stall\termination problem.
As described via USRD 476, the root cause of this problem is the fact that
the getInstanceWorkItemsResponse() SOAP message that is sent back to
Service Desk by CA-Workflow is greater than 1MB which is the maximum string
length in Service Desk.
What was not known at the time, this problem can be encounter by the
generated JavaScript code by Service Desk based on the XML SOAP message
received by CA-Workflow becoming greater than 1MB Service Desk limit.
This correction will enhance USRD 476 to handle the JavaScript code
generation and avoid webengine from stalling or terminating.
This fix will reject any SOAP messages received from CA-Workflow that are
greater than 900KB in order to allow for some overhead. The user will have
to use the CA Workflow Worklist web interface in order to view and approve
items from the worklist. Even with this fix in place, in order to be able
to view the work items in the 'Workflow Tasks' tab of the Change Order, the
Workflow process definition needs to be amended to reduce the length of the
work items list.
The fix for this problem is specific to the CA-Workflow and rejects SOAP
messages greater than 900KB that are sent back to Service Desk as a result
a request to CA-Workflow for a list of the work items via the
'getInstanceWorkItems()' Web Service call.
The following error message will be written to the jstd.log as a result of

the SOAP message being rejected:
"ERROR CAWorkflow 1425 Error getting Instance WorkItems info:

JS code for Work Items list: XXXXX"
The following error message will be written to the 'Workflow' tab of a

Change Order as result of the SOAP message being rejected:
"JS code for Work Items list is too large. Please use the CA Workflow
Worklist instead."
(228) CALL REQUEST MANAGEMENT ACCESS IN CHANGE ORDER

The 'Create Incident' button, the 'Incidents' and the "Caused Requests" tabs
are visible on the 'Change Order' detail form, even when the logged in
analyst's role does not have access to 'Requests'. Under 'Functional Access'
tab, 'Request' access is set to 'None' for that analyst's role. However,
this is the not the case when an analyst's role does not have
access to 'Change Order' functionality. The 'Create Change order'
button is not visible from the Incident detail form.
Steps to reproduce:
1. Login as an Administrator and edit an analyst's role.

For example, 'RoleA'.
2. Under 'Functional Access' tab, set 'Change orders' access to 'None'
for analyst's role 'RoleA'.
3. Login as any analyst with this role and switch to RoleA if needed.
4. Create a new incident.
'Create Change order' button is not visible from the Incident detail
form as expected.
5. Login as an Administrator and edit an analyst's role.

For example, 'RoleB'.
6. Under 'Functional Access' tab, set 'Requests' access to 'None' for
analyst's role 'RoleB'.
7. Login as any analyst with this role and switch to 'RoleB' if needed.
8. Create a new change order.
'Create Incident' button, the 'Incidents' and the "Caused Requests" tabs
are visible on the 'Change Order' detail form which should not appear.
(229) CHANGE CATEGORY COPY FAILED DUE TO ILIMIT ERROR
Copying a Change Order Category with more than 30 Workflow tasks attached
fails with the following error:
"AHD04416:Internal error: Unable to access data chgacts.spl:1494:chgcat::

make_chgcat_copy"
Steps to reproduce:
1) Click on Administration Tab -> ServiceDesk -> Change Orders -> Categories
2) Create new Change Order category 'Ilimit Test'
3) Add more than 30 work flow tasks
4) Open 'Ilimit Test' Change Order category
5) Click on File -> Copy, you may see a new window with following error:
"AHD04416:Internal error: Unable to access data chgacts.spl:1494:chgcat

make_chgcat_copy"
6) Following error log appears in stdlog:
"Spell interp failed at chgacts.spl:1391:chgcat::make_chgcat_copy: ilimit

exceeded."
(230) AUTHENTICATION ERROR OPENING SERVICE DESK WEB URL FROM EMAIL
When the Service Desk web interface URL is launched by clicking the URL link
received in an email, after login users may get either of the following
errors on the web interface:
1. "Please Close This Window. AHD04401:authentication failure."

2. "CA Service Desk Session Refused"
This problem only happens when using Microsoft Outlook Express 6 as the
Email Client and Microsoft Internet Explorer 6 as the web browser. Also,
this problem only happens when the Service Desk default URL is sent as an
email on the email client. For example, sending the following URL as an
Email would cause the problem to occur:
http://servername:port/CAisd/pdmweb.exe
However, if a URL to display/create a specific Service Desk object is sent in

an email the problem does not happen. For example, sending the following URL
in an email does not cause the problem:
http://servername:port/CAisd/pdmweb.exe?
OP=JUST_GRONK_IT&HTMPL=detail_cr.htmpl
Steps to reproduce:
1. From Outlook Express 6, create a new email with the following HTML
content and save the email in the Drafts folder:
http://servername:port/CAisd/pdmweb.exe
2. Make sure Internet Explorer 6 is the default browser and then click
on the URL in the email. ServiceDesk web interface login page appears.
3. Login using the credentials of an Administrator. The authentication
failure error message should appear.
4. If the error does not appear, navigate to the 'Knowledge' tab and click
on any of the links on the left hand pane. The 'CA Service Desk
Session Refused" error message should be shown on the web interface.
(231) INVALID HTML CONVERSION OF OPEN AND CLOSED CURLY BRACKET

When creating HTMPL format for a message template within Service Desk,
conversion of a open or closed curly bracket may be invalid. This problem is
known to occur using Firefox 2.0 or Internet Explorer 7.0
Steps to Reproduce:
1. Under the Administration tab select Notification-> Message Templates

2. Create a new Message Template.
3. In the HTML Message box enter the html message containing:
href="@{web_url}"
4. Save the template and edit it.
5. Then click edit HTML Message.
6. Switch from 'Design' view to 'Source'. Source has invalid %7B and %7D
characters.
(232) WORKFLOW TASK AFTER GROUP TASK CHANGED TO PENDING

Workflow task after the group start and group end tasks goes to 'pending'
status if the preceding task to group start is completed. It should stay in
'Reopen-wait' and only the group tasks go to 'pending' status.
Steps to Reproduce:
1. Add behaviors to the default out-of-the-box change order task types
Task type Behaviour
Task 1 Approve
Cancelled
Complete
Pending
Reject
Reopen
Reopen-Wait
Skip
Wait
Task 2 Approve
Cancelled
Complete
Pending
Reject
Reopen
Reopen-Wait
Skip
Wait
Task 3 Approve
Cancelled
Complete
Pending
Reject
Reopen
Reopen-Wait
Skip
Wait
Task 4 Approve
Cancelled
Complete
Pending
Reject
Reopen
Reopen-Wait
Skip
Wait
Task 5 Approve
Cancelled
Complete
Pending
Reject
Reopen
Reopen-Wait
Skip
Wait

Pending
Wait
Group End Task Complete

Pending
Wait
2. Create a new change order category.
3. Add the following workflow tasks to the category
10 Task 1
20 Task 2
30 Group Start Task
40 Task 3
50 Task 4
60 Group End Task
70 Task 5
4. Save the change category.

5. With the same user in one create a new change order and select the
category created in steps 2-4.
6. Save the change order.
7. Click the workflow task tab.
8. Complete all the tasks.
9. Set the status of workflow tasks # 10 to 'Re-open', then the tasks inside
the 'Group' tasks and others will go to 'Re-open wait'.
10. Complete the task 10 then task 2 goes to 'pending'.
11. Complete the task 2, then Task 3 , Task 4 and Task 5 goes to 'pending'.
Expected behavior is Task 5 should not go to 'pending' till Task 3 and Task 4
completed.
(233) WRONG PARENT-CHILD RELATIONSHIPS BETWEEN TICKET TYPES

It is possible to attach any Incident/Problem type of ticket to request type
as a 'parent' by just typing the reference number of the Incident/Problem in
the 'parent' field under the 'Parent/Child' tab of the request type ticket.
Steps to Reproduce:
1. Create an Incident and a Request.

2. Open the request detail screen and click 'Edit'.
3. Click on the 'Parent / Child' tab and enter the ticket number of the
Incident.
4. Click 'Save'.
(234) INCONSISTENT RESULTS RETURNED BY REQ/INC/PBM MGMT REPORTS

Some of the Service Desk out of the box reports related to request/incident/
problem management return inconsistent results. The inconsistent behavior is
attributed to the following:
1. The aggregate summary of the report having values different from those
shown on the bar and pie charts of the same report. The data presented
on the bar and pie charts correspond to the data from Service Desk.
2. The data presented is not grouped correctly by the grouping parameter in
the summary section. The bar and pie charts reflect the correct results.
For example, if the grouping parameter is 'Priority', the returned data
is not arranged by the individual priority.
3. Survey comments do not show the ticket id for which the comment was made.
4. The bar chart labels show the text 'Incident' for all ticket types.
The following is the list of reports which exhibit the above behavior:
1. 'Requests'->'Count'->'Volume and Trend'

2. 'Requests'->'SLA'->'SLA Violation'
3. 'Incident and Problem Management'->'Count'->'Volume and Trend'
4. 'Incident and Problem Management'->'SLA'->'SLA Violation'
5. 'Survey'->'Survey Summary with Comments'
(235) NO_TABS DEFINED PAGE DUE TO GET_ROLES FAILING

No tabs defined page appears when a user logs into Service Desk having a
trailing space in the system login field.
STEPS TO REPRODUCE:
1) Login to Service Desk

2) Create a contact with 'System Login' field having trailing space
3) Try to login to Service Desk either with username+space or only username
4) Login will be successful, however you may see a page with the following
message:
"There are no tabs defined for your current role. Contact your
administrator for assistance."
(236) INCIDENT CAN BE ATTACHED AS A PROBLEM FROM EDIT IN LIST

It is possible to attach any Incident/Request type of ticket to Incident
as a 'Problem' by just typing the reference number of the Incident/Problem
in the 'Problem' field in Edit in List feature for Incident list.
Steps to Reproduce:
1. Log into Web interface.
2. Search for Incidents to bring up Incident List page.
3. Click on 'Edit in List'.
4. For Problem lookup, type reference number for any incident and click on
'Save'.
Incident is been saved as Problem Number.
(237) PDM_K_REINDEX MIGHT TERMINATE ABNORMALLY

he pdm_k_reindex process might terminate abnormally when 'pdm_k_reindex +f'
command is executed to create index and dictionary files alone. The call
stack output from the crash dump may be similar to:
pdm_k_reindex.exe!memcpy
pdm_k_reindex.exe!CDocItem::SetKdId
pdm_k_reindex.exe!BPebrReindex::IndexWordIntoFile
pdm_k_reindex.exe!BPebrReindex::recvmsg
(238) UNABLE TO SEE WORKFLOW LIST IN ISSUE TICKETS

Unable to see the 'Workflow Tasks' list in a issue type ticket due to
Workflow error:
"There was an error trying to access CA Workflow. Try again or contact

your administrator. Details: Process Instance Not Found"
1) Login to Service Desk and associate an Issue Category to CA Workflow.

2) Create an Issue type ticket using the newly created category.
3) Save the ticket and check the 'Workflow Tasks' tab. You should see the
error:
"There was an error trying to access CA Workflow. Try again or contact

your administrator. Details: Process Instance Not Found"
(239) HIDDEN SCROLL BAR AFTER WINDOW MAXIMIZE

When we try to open the detail window of a ticket, the position of the
windows moves over a little bit hiding the vertical scroll bar.
1. Log on the Service Desk.

2. Select Ticket List.
3. Select one Ticket.
4. Maximize the window.
5. Close the window.
6. Select a ticket again.
7. The position of the window moves over a little to the right hiding the
scroll bar.
(240) PRINT BUTTON ON EMPLOYEE INTERFACE

When a ticket is opened from a link received in the email and displayed in
the employee interface the 'Print' button might print each frame on a
different page when in fact it should print only the main frame.
Known steps to replicate

1. Login to the web interface as an Employee.
2. Create a new Ticket.
3. Use the Print button in the upper right corner -> The print out is OK!
4. Wait for the INITIAL notification.....
5. Open the notification
6. Click on the URL
7. Login as the employee again
8. Use the Print button in the upper right corner again
-> Now you get a page for each frame that constructs the page.
(241) CANNOT INSERT IMAGE IN A KNOWLEDGE DOCUMENT

On a multi-tenancy installation, a non Service Provider contact is not
able to insert an image in a Knowledge Document with the alert message:
"you must create a repository before you can use the attachments library".
Steps to Reproduce:
1. Login as a contact which does not belong to Service provider tenant.

2. Go to Knowledge Tab
3. Create 'New Knowledge document'.
4. Go to 'Content tab'->'Edit Resolution'->'Insert Menu'->'Image'
You are then seeing a alert message saying:
"You must create a repository before you can use the attachments library"
But, this problem is not seen with users belonging to Service Provider
tenant.
(242) STARTUP OF SERVICE DESK GIVES TRIGGER ERRORS

Startup of Service Desk services in ITIL mode with 'edit_inactive' option
installed causing following error in stdlog:
05/26 11:11:58.63 SRVAPLQ07 domsrvr 4748 ERROR

domdict.c 1618 position (15) for trigger cr::pre_val_update_cr
is the same for trigger cr::check_outage_end_time.
Steps to Reproduce:
1. Log into web interface of a Service Desk installation with ITIL mode.
2. Go to Administration Tab -> Options Manager -> 'edit_inactive'.Install
the Option.
3. Restart Service Desk Services. We will see following errors in stdlog:
05/26 11:11:58.63 SRVAPLQ07 domsrvr 4748 ERROR

domdict.c 1618 position (15) for trigger cr::pre_val_update_cr
is the same for trigger cr::check_outage_end_time
(243) PARENT FIELD OF KNOWLEDGE DOCUMENT NOT POPULATED BY DEFAULT

The Parent field of a Knowledge Document is not getting populated
automatically when it is created from a Service Desk ticket.
Steps to Reproduce:
1. Login into Service Desk.

2. Open any ticket type.
3. Click 'Save and Submit Knowledge' button in 'Activities' --> 'Solution'
to submit Knowledge from within the ticket.
4. The 'Parent Problem/Incident/Request' field in the Knowledge Document
is not populated with the ticket number that the solution was submitted
from.
This correction introduces a new NX variable 'NX_ADD_PARENT_TICKET'.
This correction requires manual post installation steps as mentioned in the

(244) QUICK PROFILE WINDOW DISPLAYS INAPPROPRIATE CONTENT

Quick profile window shows empty or inappropriate content in the left pane if
an organization name contains double quotes.
Steps to Reproduce:
1. Login 12.1 Web Client

2. Create an organization with double quotes in the name, say test"1"test
3. Create a contact who belongs to the organization created in above step.
4. Go to 'Service Desk' tab -> 'View' menu -> choose 'Quick Profile'
5. Search for the contacts and select the contact created in Step-3,
left pane window shows inappropriate content or empty.
(245) USER DOES NOT GET POPUP INVITE WHEN THE TICKET IS NOT OPEN
The 'Affected End User' doesn't get the popup message: "An analyst is waiting
for you. Please click on Join analyst link now" when analyst invites for
'Live Automation Session' from a ticket which is not in 'OPEN' status.
STEPS TO REPRODUCE:
1) Create a ticket with 'Affected End User' as an 'Employee'

2) Now close the ticket.
3) From this closed ticket click on 'Support Automation' tab -> 'Invite End
User'.
4) Now you may see an analyst UI is launched.
5) From Service Desk login page, login an 'Employee' user
6) Now user doesn't get any popup saying
"An analyst is waiting for you. Please click on Join analyst link now"
(246) ATTACH FILE NAME WITH ACCENT

When the user opens a ticket and attaches a file which file name contains
non-ASCII character, the file is attached to the ticket and could be viewed
and downloaded. However, the following error message appears in the stdlog
file:
Steps to Reproduce:
1. Create a 'Request' ticket.

2. Attached a file named "TesteAcentua o.doc".
3. This file will be uploaded to the ticket. The user could download and
viewed the file. However, the following error message appeared in stdlog
file:
"08/30 16:11:52.59 labserver rep_daemon 4864 ERROR File
Mng.c 1274 GetFileSize() - Unable to get file size of C:/PROGRA~1
/CA/SERVIC~1/site/attachments/default/servicedesk/files/rep_folder_00001
/8A9692821AC4C14EB49E9C08C8299447_400005_TesteAcentua o.doc.gz (No such
file or directory (2))"
(247) PDM_LDAP_SYNC TERMINATES ABNORMALLY WHEN USERID HAS '?'

When the 'userid' of a contact contains the character '?', pdm_ldap_sync
will terminate abnormally, with a where clause containing "userid=?".
The call stack from the crash dump will look similar to the following:
pdm_ldap_sync!String_NX::OK+0xa
pdm_ldap_sync!String_NX::String_NX+0x1d
pdm_ldap_sync!Contact_Object::get_ldap_where_clause_string+0xd7
pdm_ldap_sync!Contact_Object::update_recvmsg+0x781
pdm_ldap_sync!Contact_Object::recvmsg+0x1c
Steps to Reproduce:
1. Setup a Service Desk to map LDAP 'Access Group' to Service Desk

'Access Type'
2. Create a user in Service Desk and LDAP say 'cnt1'
3. In Service Desk edit the 'userid' field to have a value containing the
character "?", for example, "!?user"
4. Create a new LDAP group and add the user 'cnt1' to the group
5. Assign the created LDAP group to some access type, say "Employee"
6. Run 'pdm_ldap_sync -l "userid=?"'
7. The 'pdm_ldap_sync' process will terminate abnormally.
(248) EXCEPTION WHILE RUNNING CMDB_UPDATE_AMBIGUITY

'cmdb_update_ambiguity' utility may exit with a 'NullPointerException' when
an inactive 'Configuration Item' (CI) is deleted from the ca_owned_resource
table. Following stack trace can be seen in the command prompt:
Exception in thread "main" java.lang.NullPointerException

at com.ca.cmdb.ambiguity.nr.OwnCIAmbiguity.StartProcessingNRCOMRecords
(OwnCIAmbiguity.java:561)
at com.ca.cmdb.ambiguity.nr.OwnCIAmbiguity.calculateOwnResourceAmbiguity
(OwnCIAmbiguity.java:258)
at com.ca.cmdb.ambiguity.nr.OwnCIAmbiguity.main(OwnCIAmbiguity.java:197)
Following entry can be seen in the nr_ambiguity_log.log file:
INFO Abs_OwnCIAmbiguity.getCIDetails(461)-getCIDetails:: CI Details are null
Steps to Reproduce:
1. Create a CI.
2. Edit the CI and set the Active flag to 'Inactive'.
3. Delete the CI row from the ca_owned_resource table.
4. From the command prompt, run the following command:
cmdb_update_ambiguity -m all -d <database_type> -u <database_userid>

-p <database_password> -s <server_name> -level <log_level>
(249) INCIDENT AREA AUTOFILL WITH MULTIPLE MATCHES MAY NOT WORK
Whenever any type of error message is returned during ticket editing while
saving, you may then not be able to successfully auto fill a Area\Category
field. This occurs when multiple matches are selectable for the field. The
problem is that no popup window is displayed to allow the user to select one
of the multiple matches to fill in the field.
Steps to Reproduce:
1. Create a few Incident Areas name starting with "A".

2. Create a new Incident and save it.
3. Open the created Incident detail page then click edit.
4. Force an error to occur. For instance, set a call back date to 1 day
before the present date and save. The following error is displayed:
"Error 1 attempting to set call_back_date to "09/22/2010 04:59 am":

AHD05098: Call Back Date/Time cannot be before the current date/time."
5. Type "A" within the Incident Area field and tab out (assuming you have
multiple Incident Areas starting with "A").
6. Auto fill will not fill in the field as normal. But no popup window is
displayed to select one of the multiple matches.
(250) STANDARD CI LOOKUP LINK DISPLAY ALL CONFIGURATION ITEMS

In an environment Service Desk integrated with CMDB 12.1, if user clicks on
the 'Standard CI' field lookup link at Configuration Items search, the
configuration items list page is fetched instead of search page.
Steps to reproduce:
1. Login to ServiceDesk/CMDB 12.1 integrated environment and make sure some

Configuration Items exist.
2. From ServiceDesk tab Search for Configuration Items and on the
Configuration Item Search page click on 'Standard CI' link.
3. This will display all the Configuration Items instead of displaying CI
search page.
(251) CANNOT SELECT OR EDIT RESULT SET WITH MOUSEOVERMENU ENABLED

A user cannot Select or Edit any row from a result set when
'Mouseover Menus' option is enabled in the user preferences.
Steps to reproduce:
1) Login to SDM as a user with Administrator privileges

2) Enable 'Mouseover Menus' option by clicking on 'View' -> 'Preferences' ->
'Mouseover Menus' check box.
3) Logout and Login to SDM login page
4) Select any result, say search for tickets, a results page will open
5) Now click on 'Edit in List' button
6) Now user may not be able to select any row and change any field.
(252) JAVASCRIPT ERRORS IN EDIT MODE OF TICKET VIA FIREFOX

In Firefox, when a Ticket is opened from the 'Quick Profile' tab then
clicking on the 'Edit' button on the Ticket detail page results in the
JavaScript error:
"ahdwin.opener is null"
Steps to Reproduce:
1. Open 'Quick Profile' tab

2. Search for a contact and open the 'Incident History' for that contact
3. Open an Incident and click 'Edit'. The ticket will not be opened in edit
mode.
(253) ORPHANED BLANK WINDOW WHEN DOWNLOADING ATTACHMENT

After the installation of the third set of cumulative patches for Service
Desk r12.1, users may see orphaned blank window while downloading certain
file types that the browser fails to open automatically. A very common
example of such file type is Microsoft Word Document.
Steps to Reproduce:
1. Attach a word document to a ticket.

2. Click on the attachment link.
3. A blank window and a 'Save As' dialog pops up.
4. Click on 'Save' button after selecting the desired folder to save.
5. The file gets downloaded but the blank window remains.
This correction also applies for Service Desk r12.5 OOB.
(254) PAGE EXPIRES IN EMPLOYEE INTERFACE

From the Employee interface when a file is attached to a ticket which has
been opened as a popup from a Knowledge Document, then leaving the ticket
detail page idle for 30 seconds and then performing any operation on the
window will display an alert popup with the message:
"Page has expired."
Steps to Reproduce:
1. Create a Knowledge Document with the 'Resolution' field containing a link

to create an 'Incident' from an existing template
2. Save and publish the Knowledge Document
3. Login to Service Desk as an Employee
4. Open the created Knowledge Document and click on the link to create an
Incident
5. In the Incident detail page that pops up click 'Attach Document'
6. Attach a document and click 'Save and Close'
7. Wait for 30 seconds and click on any button in the detail page. An alert
popup will be displayed with the message "Page has expired.".
(255) OBJECTS CREATED BY WSP RESTRICTED TO ONLY ONE TENANT

When an object is created using 'Web Screen Painter', it automatically adds
the default columns, 'last_mod_dt' and 'last_mod_by'. In a tenanted system,
the tenancy of this object defaults to the tenant of the user defined by
the 'last_mod_by' attribute making this object unusable by other tenants.
Steps to Reproduce:
1. Enable Multi-Tenancy.
2. Create a Service Provider and one other tenants.
3. On the user's role, ensure the tenancy permissions are set to:
a. Update Public: Yes
b. Tenant Access: All Tenants
4. In the 'Web Screen Painter' create a table, say "ztest".
5. Set the table as either 'Tenant Required' or 'Tenant Optional'.
6. Add few columns to the table.
7. Create 'detail' and 'list' forms for this object.
8. Save and publish the forms and schema.
9. Login to Service Desk Manager and create a new "ztest" object and leave
the tenant field empty.
10. The "ztest" object defaults to the logged in tenant's user instead of
'Public' tenant.
Another simple way to verify the problem:
1. Perform Step 1 through 8 above, step 7 can be skipped.

2. Open the file wsp.mods under $NX_ROOT/site/mods/majic folder.
3. For tenanted system, the 'last_mod_by' attribute is not defined as
'TENANCY_UNRESTRICTED'.
(256) DOMSRVR MAY CRASH ON SECONDARY AFTER EXTERNAL UPDATE

The domsrvr process may crash sporadically on a secondary server when trying
to handle an update change notification following an external update of a
table.
The following call stack might be found in the user dump generated by the
crash:
domsrvr.exe!List_Format::get_list_type() Line 1341 + 0x3 bytes

domsrvr.exe!P_List::notify_update_change(const String_NX & persid={...}, Dob
* mod_dob=0x1bbe7c98, BPMessage & msg={...}) Line 4829 + 0xe bytes
domsrvr.exe!List_Subscriber_Fixer::recvmsg(BPMessage & msg={...}) Line 5102
domsrvr.exe!BPObject::handle_bpmsg_receive(BPMessage & bpmsg={...}, void *
smag=0x00000000) Line 3339
domsrvr.exe!Locally_sent_message::recv_msg(void * obj=0x21aee4c8, timeval &
__formal={...}) Line 4230
domsrvr.exe!PORT_SERVICE_SLNX::fire_callback(timeval & now={...},
PORT_SERVICE_SLNX::timer_entry * te=0x0621c1f0) Line 1149 + 0xb bytes
domsrvr.exe!PORT_SERVICE_SLNX::timeout_service(timeval & now={...}) Line 1102
domsrvr.exe!PORT_SERVICE_SLNX::timeout_service() Line 1176
domsrvr.exe!PORT_SERVICE_SLNX::service(timeval * timeout=0x00000000) Line
1326
domsrvr.exe!PORT_SERVICE_SLNX::service(int timeout=-1) Line 1233
domsrvr.exe!SLUMP_MSG::wait(int timeout=-1) Line 970
domsrvr.exe!BPServer::run() Line 328 + 0x7 bytes
domsrvr.exe!main(int argc=9, char * * argv=0x00eb6340) Line 968
domsrvr.exe!mainCRTStartup() Line 259 + 0x19 bytes
kernel32.dll!_BaseProcessStart@4() + 0x23 bytes
(257) TRIGGERS CONFLICT WHEN EDIT_INACTIVE OPTION IS INSTALLED

After installing the option 'edit_inactive' whenever the Service Desk
services are started then the following error message appears in the
standard logs indicating a conflict in triggers,
"ERROR domdict.c 1671 position (15) for trigger cr::pre_val_update_cr is

the same for trigger cr::check_outage_end_time"
Steps to Reproduce:
1. Go to 'Administration' tab
2. Select 'Options Manager' -> 'Request-Change'
3. Install the option 'edit_inactive'
4. Recycle the Service Desk services. In the standard logs the following
error message can be seen:
"ERROR domdict.c 1671 position (15) for trigger cr::pre_val_update_cr is

the same for trigger cr::check_outage_end_time"
(258) PDM_TEXT_CMD ERROR INDEX OUT OF BOUND

The following error message is seen in stdlog while executing pdm_text_cmd
to update contact table:
"BPMessage::operator[2]: index out-of-bounds"
Steps to reproduce:
1) Create a 'cnt.txt' file with content as:
%FIRST_NAME=ABC
%LAST_NAME=XYZ
2) Execute pdm_text_cmd as:
pdm_text_cmd -t contact -u administrator -f cnt.txt
3) You may see following error in stdlog:
"BPMessage::operator[2]: index out-of-bounds"
(259) DEFAULT IMPACT EMPTY DOES NOT SHOW UP

If the Symbol of Impact 'None' is changed to '-', the default Impact is
changed from 'empty' to '-' in the Ticket Search screen.
Steps to reproduce:
1. Go to 'Service Desk' > 'Application Data' > 'Codes' > 'Impacts' and open
the Impact 'None'.
2. Click on 'Edit' button and change its Symbol from 'None' to '-' and save
it.
3. Select 'Service Desk' tab and go to 'Search' > 'Incidents'. Then click
'More...' in Incident Search screen.
'Impact' dropdown list shows '-' as the default. It should show '<empty>'.
(260) CACHE OUT OF SYNC AFTER DOMSRVR RESTART

After a restart of the Service Desk domsrvr process, any changes done to any
change category/request area property/workflow templates do not reflect when
creating new change orders or requests. This only happens when there has
already been at least one change order/request created with the specific
category/area before the domsrvr restart.
Steps to reproduce:
1. Create a change order category and add the following properties to it.
oldprop1
oldprop2
2. Create a new change order with this category.
3. Kill the Service Desk domsrvr process.
4. Modify the change category created in step 1 and change the property
labels as shown below:
newprop1
newprop2
5. Create another change order with this category. The property labels show
the old values instead of the modified values.
The same steps apply to request areas as well.
(261) DUPLICATE DOTTED ATTRIBUTE MAY CAUSE DOMSRVR CRASH

Under certain conditions domsrvr might abnormally terminate when a data
partition constraint containing duplicate dotted attribute is in use.
The domsrvr call stack seen from the windows dump\core is:
domsrvr!Subscriber_attr::index+0xc
domsrvr!List_Subscriber::make_attr_message+0x176
domsrvr!List_Subscriber::handle_update+0x4d
domsrvr!Producer::update_notify+0x54
domsrvr!Producer_Get_Attr_Catcher::recvmsg+0x9a9
domsrvr!BPObject::handle_bpmsg_receive+0xe4
One scenario to reproduce this problem:
1) Open nr_contact_tab.htmpl in WSP and replace the Contact 'Lookup' field

with a 'Dropdown' using the same attribute, 'resource_owner_uuid', which
is a SREL to ca_contact table. Save and Publish the change, make sure that
you run 'pdm_webcache--H' to clear the HTMPL cache.
2) Login to Service Desk as 'ServiceDesk' user and add a new constraint to
'Service Desk Analyst' Date Partition using:
Table - "ca_contact"
Constraint Type - 'VIEW'
Constraint - 'access_type.id = 123 or access_type.id = 321'
3) Set the 'Grant Level' for 'Level 2 Analyst' role in the 'Authorization'
tab to 'Admin'.
4) Switch your role to: 'Level 2 Analyst'.
5) Search for a 'Configuration Item', start editing an existing one and
click 'Save'.
6) Create a new contact and save it.
7) The generic termination error should be seen in the standard log:
! domsrvr 5492 SEVERE_ERROR miscos.c 219 Signal SIGSEGV received !
(262) REPORT MESSAGE SHOULD DISPLAY THE MANDATORY USERID VALUE

For an out-of-the-box 'Change Order Totals by Assignee' report, when a single
value is specified in the prompt screen, then an incorrect message is
displayed.
Steps to Reproduce:
1. Login into service desk web client.

2. Click on 'Reports' tab and then on 'InfoView' button.
3. Go to 'Public Folder' -> 'CA Reports' -> 'CA Service Desk ' -> 'Change
Order' -> 'Volume' ->click on 'Change Order Totals by Assignee' report.
4. Provide dates for 'Earliest Open Date' and 'Latest Open Date'.
5. Enter a single value(say 'administrator') in 'Enter a value' and add it in
Selected Values. Click Ok.
6. The report doesn't fetch the results as expected. However the following
incorrect message is displayed:
"A start and end date must be entered for this report. Also, the
analyst(s) last name needs to be specified or ALL for a list of all
analysts. Estimated Time and Cost are shown, plus the Total Time and
Cost
and average Time to Close."
The message should be:
"A start and end date must be entered for this report. Also, UserID and
the analyst(s) last name needs to be specified or ALL for a list of all
analysts. Estimated Time and Cost are shown, plus the Total Time and
Cost
and average Time To Close."
(263) %25XX APPEARS AT THE REQUEST AREA LOOKUP DURING AUTOFILL

If a Request Area look up field is tabbed out with character sequence like
%xx, where %xx turns into any equivalent character, then the Request Area
field is filled with '%25xx' and standard shows the following errors:
"ERROR String.c 617 55555, Invalid characters encounter in"

"ERROR String.c 628 Invalid characters encounter in"
Steps to Reproduce:
1) Create a new incident area where in the description/symbol have the

character ac for example "bwm_accar"
2) Create a new incident ticket, and in the incident area type %ac then
press tab
3) The incident area will spit out the following: %25ac and log shows:
"ERROR String.c 617 55555, Invalid characters encounter in"

"ERROR String.c 628 Invalid characters encounter in"
(264) REPORTS FAILS IF USERID HAS APOSTROPHE

If a logged in user's 'userid' has an apostrophe, executing a report may
fail with the following error:
"AHD04015: Contact record not found for id (wkisiang%27ani)"
Steps to Reproduce:
1. Create a contact with Login name /user id as wkisiang'ani.

2. Login with the user created in Step 1.
3. Search for any ticket to bring a list page.
4. Click on Reports -> Summary/Detail to bring Summary or Detail Report. An
error will be shown as:
"AHD04015: Contact record not found for id (wkisiang%27ani)"

(265) EMPTY REPORTS ARE GENERATED
When a user runs summary or detail reports from Service Desk web interface no
records are returned in the report. The following message is displayed in
the report:
"Your Query Did Not Return Any Matching Records"
1) Login to Make the employee role as default

- Go to Administration tab
- Security & Role management -> Role management -> Role list
- Open the details of Employee role
- Select the Default check box and click on Save
2) Search incident/requests from ServiceDesk tab
3) Click on Reports -> Detail
(266) WHERE KEYWORD USED IN PDM_EXTRACT RETURNS IMPROPER RESULTS

If the 'WHERE' clause in a pdm_extract command contains the 'where'
keyword, then proper results may not be fetched.
Steps to Reproduce:
1. Open a command prompt

2. Execute the command:
"pdm_extract -f "SELECT * FROM Options WHERE sym='ebr_cr_where_clause'"
3. This will return all the rows in the 'Options' table without considering
the where clause.
(267) DIFFERENT BEHAVIORS OF LOOKUP LINKS ON CONTACTS

A Lookup link opening the Contact list, such as 'Assignee', 'Group', and
'Reported by' does not show the Contact List window once a specific Contact
is typed/selected. Nothing appears unless the value in the field is removed.
This problem is seem using the search filter accessed from 'Quick Profile'
window and not from the search filter accessed from 'Incident Search' window.
Steps to Reproduce:
1. Open Quick Profile and search a certain Contact.

2. Click on Issue/Incident/Problem/Request/Change Order History on
left pane.
3. Click on 'Show Filter' button and click on a Lookup link pointing to
contact table such as 'Assignee', 'Group' and 'Reported by'.
4. Select a Contact, which must be a unique and there is no similar Contact
name.
5. Click on lookup link again opened in step-3 above, nothing appears.
If the value selected in step-3 is removed and then click on the lookup
again, it works.
6. Go to 'Service Desk' tab -> 'Search' menu -> 'Incident List'.
Perform simulate options as done in step-3 to step-5, it can be seen
the contact list appears irrespective of the value populated in the
lookup field.
Lookup links are not behaving the same on both windows.
(268) PROFILE BROWSER DISPLAYS INCORRECT CONTACT INFORMATION

When searching for a contact using the 'Go' button in the 'Profile Browser'
window, the information displayed may be incorrect when an incomplete name is
specified in the search. The results may display one contact's information in
one pane of the window and another contact's information in the other pane.
Steps to reproduce:
1. Create two contacts as 'User, Test' and 'Another, Test' (last name, first
name).
2. In the 'Go' button type 'User' and select 'User by Name'.
3. Press Enter and the Profile Browser window should appear listing the
'User, Test' contact.
4. In this Profile Browser window select 'User by Name' from the 'Go' button
search and type in 'Anoth' as the search criteria. Notice that the last
name is partially filled but is unique enough to specify the user that was
created in Step 1.
5. Press Enter and you may notice that the right pane of the window is
updated with the information from the 'Another, Test' contact while the
left pane has not been updated and still lists the information regarding
the 'User, Test' contact.
(269) USER PASSWORDS PRINTED IN LOG FILES

On some occasions the Service Desk user passwords get written to the log
files in plaintext. There are two such places where the passwords get
written to the log files. These are completely different operations and the
passwords get written to two different log files, the Service Desk stdlog and
the jsrvr log.
The log entries in the stdlog are only written when a user has requested to
run a BOXI report and the request took more than 5 minutes to complete. The
log entry in the stdlog looks like the following:
"SIGNIFICANT session.c 3295 This request took 43594 milliseconds to

complete.
session id:0 login name: htmpl name:ODBC:ODBC ServiceDeskPasswordHere"
The log entries in the jsrvr log are only written when a user tries to access
the Service Desk web interface using the Tomcat URL and the request times
out. Typically the URL used when this problem appears looks like the below:
http://servername:tomcat-port/CAisd/pdmweb.exe?PortalSession=&USERNAME=name&
screenReader=no&PIN=password&PDA=no&OP=LOGIN&imgBtn0_button=Log+In
The error message printed in the jsrvr logs resembles the following:
"ERROR pdmweb 609 ERROR: timed out (persid:1926): ..."
followed by the request URL used.
(270) INCORRECT DATE FORMAT FOR CUSTOM DATE FIELDS IN ACTIVITY LOG
For custom date fields added using Web Screen Painter, the 'Activity
Description' of tickets on Web client under Activities tab is only displaying
in American format regardless of what the NX_EXPANDER_FORMAT is set.
Steps to Reproduce:
1. Install NX_EXPANDER_FORMAT in NX.env file with value as 'dd/mm/yyyy'.

2. In WSP using schema designer add a new field 'zdate' with DATE type in cr
object and publish.
3. Add the new date field in detail_cr.htmpl and map it to 'zdate' field of
cr object then publish.
4. Create activity association for 'zdate'.
5. Add 'zdate' to cr_site.mod and place this file in site/mods/majic
directory.
6. Create a new request and fill in the 'zdate' field and save.
7. Edit the request and modify the zdate and save the request.
8. After saving the request user will see Description in the activity log an
incorrect date format for the custom date field (i.e. in mm/dd/yyyy)
instead of correct date format to which NX_EXPANDER_FORMAT is set.
For Example:
FIELD='zdate' OLD='10/14/2010 22:58:00' NEW='10/15/2010 23:15:00'
(271) REWORKING KNOWLEDGE DOCUMENT DOESNOT SEND NOTIFICATION

No notifications are sent when creating a rework version for a knowledge
document.
Steps to Reproduce:
1. Login Service Desk web client as an Administrator.

2. Go to 'Administration Tab' > 'Notifications' > 'Activity Notifications'
3. Search for 'Rework Version Created'
4. Edit and Change 'Object Type' drop down to 'Knowledge Documents'
5. Choose 'Document Subscribers' in 'Notification Recipients Type' dropdown.
For 'Default Rework Version Created Notification Rule', set 'Assignee'
and 'Owner' as object contacts.
6. Go to 'Knowledge' tab, search for a knowledge document and
click 'Subscribe'.
7. Next click 'Edit' and then 'Rework'.
8. 'Rework version' is created, but no notifications are sent to subscribers.
(272) INTERNAL NOTIFICATIONS TO GROUPS DO NOT WORK

Email notifications are not sent out to groups for 'Internal' activities but
they are sent out just fine for non-internal activities.
Steps to Reproduce:
1. Create a new group or edit an existing group.

2. Click on the 'Notification' tab and set the 'Email Address' to a valid
email address and the 'Normal' field to 'Email'.
3. From the 'Administration' tab in CA Service Desk Manager select the
following options: 'Notifications'->'Activity Notifications'->'Transfer'
4. Update the 'Transfer' activity notification and set the 'Internal'
attribute to 'Yes'. Click on 'Save' but don't close the window yet.
5. Click on the 'Default Transfer Notification Rule for request/incident/
problem' notification rule under the 'Notification Rules' tab.
6. Click on the 'Update Object Contact' and add 'Group' to the list. Close
window.
7. Create a new ticket or edit an existing ticket.
8. From the menu select 'Activities'->'Transfer'
9. Change the value of either 'New Assignee' or 'New Group' fields and Save.
10. From the menu select 'View'->'Notification History'
- the transfer activity will not be on the list and no notification e-
mail
is received by the group.
This fix introduces a new NX variable @NX_ALLOW_INTERNAL_GROUP_NOTIFY.

If this variable is set to 'Yes', then Service Desk will allow internal
activity notifications to be sent to all groups. The fix will not provide
the ability to decide which groups should be allowed to receive internal
activity notifications.
(273) COPY FUNCTIONALITY CHANGES WORKFLOW STATUS TO TERMINATED

Consider an incident that has CA workflow attached to its incident area.
Performing a 'Copy' on the incident changes the status of workflow
associated from 'Running' to 'Terminated'.
Steps to Reproduce:
1. Take a Service Desk 12.1 machine integrated with CA Workflow.

2. Associate an Out-Of-Box CA workflow to a request area.
Let us say 'Order PC' workflow is associated with request area
'Applications'
3. Create an incident and choose 'Applications' as incident area.
Make sure, 'Order PC' workflow is associated and Status is 'Running'
under 'Workflow tasks' tab of the incident created.
4. On the incident detail page, go to 'File' -> choose 'Copy'.
5. A new incident window is opened and all the fields are copied to the new
incident. Choose 'Affected End User' and save the incident.
6. Refresh the original incident from which copy operation was done.
It can be seen, the status of workflow is changed from 'Running' to
'Terminated' under workflow tasks tab.
(274) WILD CARD SEARCH DOES NOT WORK PROPERLY WITH ORACLE 11G R2
Wild card searches do not work properly when Oracle 11g r2 is configured as
the backend database for the Service Desk installation.
Steps to reproduce:
1) Create the following three contacts (ensure no other contacts exist):

-John Smith
-Jack Smythe
-Joan Stevens
2) Create a new ticket and enter "Smith" on the affected end user, and tab
off the field.
You will get a pop-up displaying the above three contacts. Even though
Smith is unique, the full list appears anyway.
(275) CSS/JAVASCRIPT FILE MODIFICATIONS NOT REFLECTED IN REPORTS

When CSS or JavaScript files which are included in the web reports are
modified and published via Web Screen Painter, the changes are not
reflected in the web report.
Steps to Reproduce:
1. Open Web Screen Painter

2. Open the file styles_ahd.css
3. Modify the 'BODY.report' and change the 'FONT' size to '0.5em' from
'0.8em'
4. Save and publish the changes
5. Login to web interface as an Analyst
6. Open an existing Incident
7. Click 'Reports' -> 'Summary'. The generated report will still have the
old font size.
(276) CHANGE ORDERS MISSING INSERT TASK BUTTON

When attempting to insert a workflow task to an existing Change Order, the
radio button by the side of the tasks may be missing for tasks that have
a double quote, ", or a line break in their Workflow Template Detail screen.
Steps to reproduce:
1. Login to Service Desk and on the 'Administration' tab navigate to 'Service

Desk' -> 'Change Orders' -> 'Categories'.
2. Create a new category as 'InsertTest'.
3. On the Category's 'Workflow' tab select 'Add Workflow'.
4. Click on the 'Task' look up link and select 'Create New'.
5. Create a new task as 'TestTask' and click 'Save'.
6. Enter a sequence number for this task and also enter a double quote, ", or
a line break in the Description field.
7. Click 'Accept'.
8. Click 'Save' on the Update Change Category screen.
9. Create a new Change Order and set its category to 'InsertTest'.
10. After saving click on the 'Workflow Tasks' tab.
11. Select 'Insert Tasks'.
12. Under 'Templates from category InsertTask', the radio button may be
missing from next to the 'TestTask' task.
(277) TCP_KEEPIDLE OPTION NOT SUPPORTED BY PROTOCOL

The following error message may be seen in the standard log during startup:
"slump_nxd 29510 ERROR server.c 4274 Couldn't setsockopt(TCP_KEEPIDLE)

(Option not supported by protocol (99))"
This will occur when the Service Desk primary server is running on a Solaris
operating system that is configured with a Service Desk secondary server of
any operating system type.
This message indicates that there was a problem setting the keep_alive flag.
A remote process connected to a port on primary Solaris installation is
informed to send keep_alive packets to remote port to keep it alive for
firewall configuration. The correction is to change the internal keepalive
flag from TCP_KEEPALIVE to SO_KEEPALIVE.
Steps to Reproduce:
1. Set up primary and secondary environment and make sure the primary is on
SOLARIS
2. Start the secondary and then primary services
3. The following error is noted in the stdlog:
"slump_nxd 29510 ERROR server.c 4274 Couldn't setsockopt(TCP_KEEPIDLE)

(Option not supported by protocol (99))"
(278) BOXI REPORT CAUSES PERFORMANCE IMPACT
When using BOXI to run queries that select attributes from both the
usp_owned_resource and the ca_contact tables, the join between
the two tables is not made resulting in a Cartesian Product.
The problem happens with the following attributes:
contact_1_last_name
contact_1_userid
contact_1_combo_name
contact_2_last_name
contact_2_userid
contact_3_last_name
contact_3_userid
Steps to reproduce:
1) Using pdm_isql run the following query:
SELECT casd.nr.name, casd.nr.expiration_date,

casd.nr.contact_1_last_name
FROM casd.nr WHERE (casd.nr.family_symbol = 'Enterprise Service');
2) Check the actual SQL query generated from stdlog by enabling trace on
sqlquery.c file.
3) You will be able to see the Cartesian product between
usp_owned_resource and ca_contact table.
4) If the order of the attributes is changed as in the following example,
SELECT casd.nr.name, casd.nr.contact_1_last_name,

casd.nr.expiration_date
FROM casd.nr WHERE (casd.nr.family_symbol = 'Enterprise Service');
" [ SQL Code=4104 SQL State=42000] The multi-part identifier
'usp_owned_resource.nr_exp_dt' could not be bound."
(279) SEND SURVEY CHECK BOX NOT ENABLED FOR PORTUGESE

>>> ATTN: THIS FIX IS FOR PORTUGUESE ONLY <<<
The 'Send Survey' check-box from the 'Survey' tab is grayed out and cannot be
accessed for all ticket types in the Activity Notification Detail form.
This problem can be seen only on a Service Desk 12.5 Portuguese installation.
Steps To Reproduce:
1. Login to Service Desk 12.5 Portuguese web client.

2. Go to "Administracao / Notificacoes / Notificacoes de Atividades" i.e.
("Administration / Notifications / Activity Notification")
3. Open any activity notification in Edit mode.
4. It can be seen that for all the object types, under Survey tab
'Enviar pesquisa?' i.e. 'Send Survey' check box is grayed out and
cannot be accessed.
(280) IMAGE REPOSITORY ATTACHMENT LIST DISAPPEARS

After inserting an image in the 'Notification Message Template' from the
'Image Repository', the attachment list under the image repository no longer
displays any attachments.
Steps to Reproduce:
1) Upload an image file in Images -> Default repository.

(Administration -> Attachments Library -> Repositories -> Images ->
default right click and add a file.
2) Go any notification message template and click -> edit -> Edit HTML
Message -> Insert the image you have uploaded and save.
3) Now go back to Attachments Library -> Repositories -> Images -> and
search. We cannot see any images. It just displays the correct count
but cannot see any images.
4) Also cannot see any attachments under Attachments Library -> Attachments.
5) Once you remove the image from the notification message, every thing
appears correctly.
(281) SEARCH SHOWS INACTIVE GROUPS IN KT PERMISSION TAB

Searching for Groups under the Permission tab of a Knowledge Document
shows inactive Groups for selection. By default, it should only show active
Groups.
Steps to Reproduce:
1. Log into Service Desk Web Interface -> 'Knowledge' Tab.

2. Right Click on any Category and select 'New Knowledge Document'.
3. Enter the values for fields like 'Title','Summary', 'Problem',
'Resolution', 'Notes' and Click on 'Save'.
4. Click on 'Permission' Tab -> Under 'Available Groups', click 'Search'
and it will show inactive Groups along with active Groups.
(282) SEARCH ON INCIDENT AREA LEADS TO WEB PAGE HANG

Searching for a Category or Incident/Problem/Request Area from the detail
form using a string of the form '%nnn%', where n is a numeric character, the
string will be replaced by '%25nnn%25' and the web page will hang.
Steps to reproduce:
1) Login as Admin
2) Create an incident area with 'Test 2007 fails'
3) open a new incident page
4) search using '%2007%' in the incident area field
5) webpage hangs and the incident search area contains '%252007%25'.
(283) OPTION 'PREVIEW SESSION CAN UPDATE DATABASE' DOESN'T WORK

On clicking 'No Save' button in the preview mode via the Web Screen Painter
the changes are still saved.
Steps to reproduce:
1) Login into ServiceDesk using Administrator.

2) Go to 'Administration' tab -> 'Security and Role Management' -> 'Access
Types' ->'Administration'-> 'Web Screen Painter' tab.
3) Click 'Edit' and make sure 'Preview Session can update database' option
is unchecked.
4) Logout.
5) Login into web screen painter as Administrator.
6) Open 'list_in.htmpl'.
7) Click on 'Preview...'.
8) In the preview window, click on 'Edit in List'.
9) Change 'priority'.
10) Click on 'NoSave'.
11) The changes are saved even if the user doesn't have privileges to
update database in the preview mode of web screen painter.
(284) PERFORMANCE PROBLEM WITH RELATED CONFIGURATION ITEMS TAB

The 'Related Configuration Item' tab from the Detail Configuration Item page
may appear to hang with a high CPU usage by the domsrvr daemon, or it may
time out on a system where there are lots of Child Configuration Items
Steps to reproduce:
1) Create 100 'Configuration Items'

2) Create a parent 'Configuration Item' and attach all 100 'Configuration
Items' to parent 'Configuration Item'.
3) Open the parent 'Configuration Item' page, you may see all the child
'Configuration Items' listed in one page. On a list with many CIs the page
may timeout.
(285) PRINTING A LONG LIST OF WORKFLOW TASKS GETS TRUNCATED

While displaying a long list of 'Workflow Tasks' in the detail screen of
a ticket if a user decides to print the page the list of 'Workflow Tasks'
get's truncated after the first page.
1) Create a Change Category with Classic Workflow.

2) Insert a high number of Classic Workflow tasks with a long description.
3) Create a Change Order with the above category and click Save.
4) Print the 'Change Order' using 'File' -> 'Print Form' it will be noticed
that only part of the list will be printer.
(286) TICKET CREATED FROM MAIL EATER LOGGED AS SYSTEM_ANONYMOUS

On sending a mail with subject as 'CR' and empty text in the mail body
creates a request in Service Desk with 'System_Anonymous' as
'Affected End User' even though the mail sender exists in the list of
contacts in Service Desk.
Steps to Reproduce:
1. Configure Mail Eater on Service Desk system.

2. Install 'email_allow_anonymous' option from option manager.
3. Send an email from Outlook mail client to create a request with subject as
'CR' and mail body as empty.
4. A ticket is created in Service Desk with 'Affected End User' as
'System_Anonymous' instead of user associated with email sender.
(287) DATE FORMAT IN 'CHANGE ORDER OUTSIDE BLACKOUT WINDOW' REPORT

The date format for 'Planned Implementation Date' on one of the sub-report
'Details of All Change Orders' of 'Change Orders Outside Blackout Window'
report shows both date and time. The expected format is date only.
Steps to Reproduce:
1. Create a 'Change Window' of type blackout within Service Desk web

interface.
2. Create a 'Change Order' with start date later than the 'Blackout Window'
end date.
3. Log in to the boxi web interface and navigate to 'Change Orders Outside
Blackout Window' by expanding the tree as:
CA Reports->CA Service Desk->Change Order->Compliance
4. Run the report using the 'Earlies Schedule Start Date' earlier than the
'Blackout Window' start date and the 'Latest Schedule Start Date' later
than the 'Change Order' completion date.
5. Click on the 'Total No. of Change Orders' value to get to the sub-report
'Details of All Change Orders'.
6. The 'Planned Implementation Date' value shows both date and time.
(288) USER WITH TRAILING OR LEADING SPACE CAN NOT LOGIN

When user creates a new contact with 'System Login' field having leading or
trailing space, the username with spaces will saved in the database, which is
causing problems while getting the roles for the particular contact. The user
name should be created without any leading or trailing space.
Steps to reproduce:
1) Login to Service Desk web interface

2) From 'Administration' -> 'Security and Role Management' -> Contacts
3) Click on 'Create New' button to create a new contact.
4) Fill up all the fields and 'System Login' field should have either leading
or trailing space
5) Login with the new contact just created; either it will not login or go to
the 'No Tabs' defined page
(289) CONTACTS OF DIFFERENT TENANT CANNOT HAVE SAME ORGANIZATION

In a multi-tenancy setup, the contacts belong to different tenants cannot
have the same organization.
Steps to Reproduce:
1. Create a contact under tenant X

2. Create a contact under tenant Y
3. Go to 'Organization Info' tab of contact, we can choose only organization
belong to the contact tenant.
So, no two contacts of different tenant cannot have same organization.
(290) MDR NAME NOT RECORDED FOR EXTENSION ATTRIBUTES

After creating a CI (Configuration Item) using GRLoader, the versioning
tab on the CI detail form does not display the MDR name for the extension
attributes. The MDR name is correctly displayed only for the common CI
attributes (i.e. nr object attributes)
Steps to Reproduce:
1. Create a new MDR (Management Data Repository). For example, with MDR name
'CAAPP820' and MDR Class 'Cohesion'.
2. Run the GRloader command to load a new CI.
Make sure to provide values for a few attributes stored in the 'extension'
table and 'ca_owned_resource' table.
3. Login to Service Desk Web Interface and display the CI detail form.
4. Click on the versioning tab and Select to display the snap shot details.
- MDR Name is not displayed for several attributes stored in the extension
table.
(291) CONFIGURATION ITEM VERSIONING TAB CAUSE DOMSRVR SPIKE

If a 'Configuration Item' contains large number of logs, when user clicks on
'Versioning' tab of the 'Configuration Item' detail page, all the logs will
be fetched and it may cause high CPU usage on domsrvr process. Limiting the
number of logs to be fetched depending on the CMDB option installed from
'Options Manager' to set the environment variable
"NX_CMDB_VERSIONING_MAXROWS".
Steps to reproduce:
1) Create a 'Configuration Item'

2) Make some modifications like 'update field', 'attaching tickets' etc with
duration of 1 min gap, so that for every modification one log is added to
the 'Configuration Item'
3) Make sure that more number of logs are added.
4) Open the 'Configuration Item' detail page and click on 'Versioning' tab,
you may see large number of logs will be fetched and CPU usage seen very
high, sometimes it may reach 100%.
(292) HTML COMMENT TAGS IN TICKET ACTIVITY TAB BREAKS

If activity log description contains HTML comment, 'Activities Tab' displays
a blank screen
Steps to reproduce:
1) Using web UI, create new incident and enter "This will break activity
log: <!--" as description and save the ticket.
2) Edit ticket description and save again.
3) Activities Tab displays a blank screen.
(293) AHD03075 REQUIRED ATTRIBUTE MISSING ON SAVING INCIDENTS

Sometimes a AHD03075 error is seen on the Web Interface when an Incident an
detail is updated and a Log Comment activity is performed at the same time.
Steps to reproduce:
1. Using Web Screen Painter's Schema Designer, make the 'description' field
of the 'alg' object as required. Save and publish the schema.
2. Stop the Service Desk services and run the pdm_publish command for the
new schema changes to take effect.
3. Start services and from the web interface, open an Incident detail page
in edit mode and make changes to the description field. Do not save the
Incident yet.
4. Go to Activities -> Log Comment and type some text in the description
field. Do not save the changes.
5. Go back to the Incident detail window and click on Save. The following
error appears on the detail page:
"AHD03075: Required attribute is missing. (attribute: description

object: alg)"
(294) DOMSRVR MAY TERMINATE AT CONTACT SEARCH LIST

The domsrvr process might terminate intermittently with the following call
stack from the user dump when a contact record is selected to view after
sorting the contacts at the contact search list:
domsrvr!ValueVALNX::type
domsrvr!P_List::display_by_index
domsrvr!P_List::S_display_by_index
domsrvr!Dommth::dispatch_msg
The domsrvr reports the severe error in the Service Desk standard log prior
to its termination:
"domsrvr 3988 SEVERE_ERROR domset.c 10610 fetch_index8 failed sanity check

with lhs 14A97E58 size of 8 or rhs 15483608 size of 8 in P_List 15DCC8D0
stat(EOF_MARK) fac(cnt) cls(type = 2308 AND delete_flag =0) count(68)"
(295) CANNOT CHANGE MONTH IN THE CHANGE CALENDAR TAB

Change Calendar does not work correctly as it always display the current
calendar no matter what month is selected in the drop down box and clicked on
'Search' operation.
Steps to reproduce:
1. Login to 12.5 Service Desk Web client.

2. Click on the 'Change Calendar' tab.
3. It will list the current month in drop down.
4. Change the month in the drop down to a different month.
5. Click on 'Search', It will still list the current month calendar again.
It can be seen, choosing any other month in the drop down will still
show the current month calendar.
(296) PERFORMANCE PROBLEM WITH RECONCILIATION TAB

The 'Reconciliation' tab from 'Configuration Item' detail page may appear to
hang with high CPU usage by the domsrvr daemon, or it may time out on a
system where there lot of ambiguous configuration items exists. This
correction will change the 'Reconciliation' tab page into a list page.
Steps to reproduce:
1) Create many number of ambiguous 'Configuration Items'

2) Run 'cmdb_update_ambiguity' utility to update the ambiguous configuration
items.
3) Open any one ambiguous configuration item detail page, you may see cpu
usage by domsrvr process is high, sometimes it may reach 100%.
4) Click on 'Reconciliation' tab, you may see all the ambiguous configuration
items lists in same page.
(297) RPC_SRVR DAEMON RESTARTS INTERMITTENTLY

The RPC_SRVR daemon restarts intermittently with the following messages found
in the Service Desk standard log:
"pdm_d_mgr 4188 ERROR daemon_obj.c 1857 Daemon rpc_srvr died: restarting."
"proctor_hostname 7660 SIGNIFICANT pdm_process.c 887 Process stopped

("C:/Program Files/CA/SC/jre/1.6.0_00/bin/java" -Djava.net.preferIPv4Stack=
false com.ca.ServicePlus.pdm_rpc.PDM_RPC_Daemon -r C:/PROGRA~1/CA/SERVIC~1
-l rpc_srv:hostname return: 143"
Note the return code 143.
Steps to Reproduce:
1. Manually start up the CA Service Desk Manager Server services.

2. Log out from the Operating System.
3. Log back in to the Operating System.
4. Check the Service Desk standard and you will find the following error
message:
"pdm_d_mgr 4188 ERROR daemon_obj.c 1857 Daemon rpc_srvr died: restarting."
(298) KNOWLEDGE TAB SEARCH FILTER FAILS TO DISPLAY SEARCH STRING

On opening an Incident from Profile Browser, if the Knowledge Tab is the
default highlighted tab in the Incident detail page, then the search filter
in Knowledge Tab is not filled with the text from the scratch pad.
Steps to Reproduce:
1) Login as Analyst
2) Open 'ServiceDesk Tab' -> 'View' -> 'Quick Profile'
3) Search for a contact and select that contact
4) Type something in the scratch pad and click 'New' button, make sure the
drop down selected 'Incident/Request/Problem'
5) A new edit page of the tickets gets open and click on the 'Knowledge Tab'
6) Search filter is filled with the Scratch pad contents.
7) Close this edit page.
8) Click again 'New' button in the 'Quick Profile' window
9) Now look at the edit page of the newly opened ticket, the Knowledge Tab
search filter is empty.
(299) BAD WHERE CLAUSE ERROR WITH TEXT BOX FIELD SEARCH
When a search is done based on the 'Text box' field of type double, then the
following error will be displayed on the screen and the search will not be
completed:
"AHD03053:Bad where clause: Parse error at : "ztest LIKE 1" (Non string used
in LIKE where clause) (ztest LIKE 1)"
Steps to Reproduce:
1. Login to web screen painter and open the schema designer

2. Add a column 'ztest' of type double to the 'cost_cntr' table.
3. Publish the schema
4. Open web screen painter and go the list_cost_ctr.htmpl
5. Add the test box field with the Attribute point to the column added in
step 2
6. Publish it
7. Log in to service desk
8. Go to 'Service Desk'->'Application Data'->'Codes'->'Cost Centers' under
'Administrator' tab
9. Click on search filter, and enter a digit in the text box field
10. Click Search and the below error is displayed on the screen:
"AHD03053:Bad where clause: Parse error at : "ztest LIKE 1" (Non string
used in LIKE where clause) (ztest LIKE 1)"
(300) SEARCHING STORED QUERY LIST MAY HANG SERVICE DESK

The Service Desk server may hang when searching through the stored query
list under the 'Administration' tab, if the strings 'EndAtTime' or
'StartAtTime' are present in the where clause field. When a search containing
this criteria is initiated, the domsrvr executable may display increased CPU
utilization and will result in Service Desk hanging.
Steps to reproduce:
1. Login to Service Desk.

2. Under the 'Administration' tab, go to 'Service Desk' -> 'Application Data'
-> 'Stored Queries'.
3. Select 'Show Filter' and in the 'Where Clause' field type "%EndAtTime%".
4. Click 'Search'. The Service Desk GUI and server will hang.
(301) PREFERENCES ARE NOT SAVED WHEN IT IS OPENED MULTIPLE TIMES

Opening the Preferences window twice is not saving the changes made in the
preferences settings.
Steps to reproduce:
1) Login to Service Desk Web Interface

2) Click on 'View' -> 'Preferences' to open preferences window
3) Again open the preferences by clicking from same tab or from different tab
4) You may see 'Accept' button instead of 'Save' button
5) From the "Attributes to be shown in list" Select Document Attributes to
right/left and click on 'Accept' button
6) Open the preferences window again, you may see the changes are not
reflected.
(302) SUPPORT AUTOMATION SESSION LOG IS NOT DISPLAYED

Session log in 'SupportAutomation' tab of an Incident detail page is not
displayed due to the bad where clause error. This happens when session log
contains data related to file copy operations.
STEPS TO REPRODUCE:
1) Create an incident
2) Open the incident detail page
3) From Support Automation tab, click on 'Invite End User' button.
4) Once the analyst UI is launched, join the incident as an employee
5) From the analyst UI window, click on 'File Transfer' tab
6) Perform some file transfer operations
7) Now close the incident window
8) As an Administrator open the incident detail page
9) Click on 'SupportAutomation' tab of the incident detail page
10) You may see the page showing "1-40", but no logs are displayed.
11) Click on 'List All' option also doesn't show any logs.
12) In stdlogs you may see an error message as:
"Parse error at : "id=ServiceDesk" (Bad where clause)"
(303) SUMMARY FIELD POPULATED WRONGLY WHEN TICKET CREATED FROM KD

After the installation of the third set of Cumulative patches for Service
Desk r12.1, more specifically the resolution to the problem USRD 835, when
an Employee/Customer creates a ticket based on a Knowledge Document then
the 'Title' field of the Knowledge Document will not be copied to the
'Summary' field of the ticket.
Steps to Reproduce:
1. On a Service Desk installation with the third set of cumulative patches

applied, login as an Employee
2. Open any existing Knowledge Document
3. Click the 'New Incident based on this Document' link
4. The ticket detail page will be displayed with the 'Problem' field copied
into the 'Description' field of the ticket
5. Save the ticket
6. Login as an Analyst and open the created ticket. The 'Summary' field of
the ticket will contain the first 240 characters of the 'Description'
field instead of the 'Title' field of the Knowledge Document.
(304) INCORRECT MENUBAR SHOWN ON THE INCIDENT

On a Knowledge Tool document, if a new Incident is opened from an Incident
template link, the menu bar shown on the Incident is incorrect.
1) Create a new Knowledge Document and bring up HTML Editor with the Edit
Resolution button.
2) Select the menu option 'Insert/New Ticket Link' to create a ticket link.
3) Enter Link Text, check the Template check box and select a template, and
Save the ticket link.
4) Click OK to close HTML Editor and save the Knowledge Document after
entering the document title.
5) Publish the Knowledge Document and use the User View button to view the
Knowledge Document.
6) Under the header "Resolution:", click on the ticket link created in
step 3 to bring up a new incident.
If it's fixed, it displays SD menubar with the Activities option
instead of Knowledge Tools menubar.
8) Use a similar way to create a change order link (or other links) and
repeat the test.
(305) INVALID LIVE ASSISTANCE SESSION CAUSES INFINITE ALERT POPUP

When the End User of a ticket tries to join the Live Assistance session
after the Analyst had exited the session, then an alert box with the
following message "AHD20006:Invalid Assistance Session Join Code!" is
displayed. Clicking on the 'OK' button will again reload the page with the
alert box thereby falling into an infinite loop.
Steps to Reproduce:
1. Open a ticket and click on 'Support Automation' tab
2. Click on 'Invite End User'
3. Enter the 'Personal Message' and click on 'Launch' button
4. The 'Support Automation Analyst Console' will be opened. Close that
console
5. The end user will get a email with a link to join the session
6. Click the link and enter the login credentials. The 'Join Analyst Now'
page will be opened with the alert box displaying the following message:
"AHD20006:Invalid Assistance Session Join Code!".
7. Click 'OK' button on the alert box and the page will reload again with
the alert box displayed. The browser window too cannot be closed.
(306) ENABLING MULTI-TENANCY MAY CAUSE WSP LOGIN PROBLEMS

Related Problem Number: USRDWP 37
When multi-tenancy is enabled by setting the 'multi_tenancy' option to 'on'
or 'on (warn)' via the Options Manager, subsequent attempts to login to Web
Screen Painter may fail. The browser window may display a CGI time out error
or an error similar to the following:
"AHD4409 pdmweb is unable to connect with the webengine"
Steps to reproduce:
1. Follow the steps in the "CA Service Desk Manager Implementation Guide"
to setup and enable multi-tenancy.
2. Open Web Screen Painter and enter the correct credentials to login.
3. A new browser window will open. It may hang for a few minutes displaying
nothing and then may display the following error message:
"AHD4409 pdmweb is unable to connect with the webengine"

USRD CMN r12 5 Cum1010 FixList

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USRD-C CUMULATIVE 1010

USRD-C CUMULATIVE 1010 FOR USRD r12.5

List of new maintenance included in this cumulative:

(1) PDM_LOAD -U OF CA_OWNED_RESOURCE TABLE REGISTRATION PROBLEM

"dbload 1704 ERROR

"dbload 1704 ERROR

(2) PROPERTY VALUE REQUIRED ERROR WHEN SAVING TICKET

"AHD05807: One or more Properties require values."

1) Create or Select a Request/Change Order/Issue/Incident/Problem Area,

(3) TNG EVENT CONVERTER SERVICE DOESNOT START IN TIMELY FASHION

(4) INACTIVE RELATIONSHIP SHOULD NOT BE SHOWN IN IMPACT ANALYZER

1) Create a new relationship on 'CMDB Relationships' tab of a certain CI.

(5) ERROR RUNNING PDM_VDBINFO -ATTEMPT TO CAST STRING TO LONG

"bpvirtdb_srvr 20224 SEVERE_ERROR bpobject.c 5084 Attempt to cast type

(6) MAILEATER PROCESS ADDITIONAL BLANK MAIL

"pdm_maileater_nxd 6068 ERROR hunny_imap.c 473 Too many calls to

1. Open up outlook-express and send an email to maileater process.

"pdm_maileater_nxd 6068 ERROR hunny_imap.c 473 Too many calls to

"ERROR mail_common.c 535 CreateProcess 2 failed. Unable issue command ()"

can be found in the logs.

(8) SPORADIC CRASHES OF TOMCAT USING WEB SERVICES

"sda 6620 SEVERE_ERROR sda.cpp 2686 SDA_Msg::operator[0]: index out-of-

"sda65!SDA_Arg::get_value+0xa [...\api\uds65\sda.h @ 76]

"sda60!SLUMP_NAMES_SLNX::count+0xa [...\subsys\slump\api\api_misc.c @ 1002]

A portion of the user dump call stack shows:

"0011f408 00ff21df eiamwrap!std::deque<istring,std::allocator<istring>

(10) ORA: 1795 ERROR ON OPENING CONFIGURATION ITEM

"SQL Statement Failed. ORA: 1795 Message:ORA-01795: the maximum of n

1. Attach a 'Configuration Item' to more than 1000 tickets

"SQL Statement Failed. ORA: 1795 Message:ORA-01795: the maximum of n

(11) PDM_KIT UTILITY CRASHES ON ENCOUNTERING A NEW LINE CHARACTER

"AHD11136: Number of fields does not match number of values.

1) Add the following heading properties in Heading.txt file under site/cfg

(12) SURVEY SUMMARY WITH COMMENTS BOXI REPORT DUPLICATE COMMENTS

Steps to reproduce the problem:

1. Create a contact "O'Neil, Michael".

(14) PROBLEM WITH DATE FORMAT IN DATE LOOK UP FIELDS

'DateFormat DD/MM/YYYY HH:mm'

1. Chose a Service Desk r12.1 French installation.

(15) NOTIFICATION MESSAGE IS NOT PROPERLY ALIGNED

"request/incident/problem 110 event notificationpriority: 3assigned to:

It should be displayed as:

"request/incident/problem 119 event notification

(16) PDM_TEXT_CMD TIMES OUT WHEN SEARCHED WITH DATE DATATYPE

and the stdlog shows:

"ERROR where.y 870 Parse error at :Parse error at : "and summary=

"ERROR text_api.spl640 tapi_get_list( )(iss)sync_fetch ( and summary =

1. Create an issue with Actual_Complete_Date as 07/24/2009 11:22.

pdm_text_cmd -t ISSUE -u Administrator -o UPDATE

Response on command prompt:-

"07/23 16:24:34.58 W2K3SP1- spelsrvr920 ERROR text_api.spl640 tapi_get_

(17) KNOWLEDGE DOCUMENT FAILS TO POPULATE INCIDENT AREA

1. Login to ServiceDesk Web User Interface as Administrator.

(18) EEM AUTHENTICATION NOT WORKING

"domsrvr 152 SIGNIFICANT connmgr.c 2314 Disconnecting client BOP-LOGIN"

(19) PDM_MAILEATER_NXD MAY TERMINATE ABNORMALLY

#0 0x009a8eff in sigwait () from /lib/tls/libc.so.6

(20) OUTER JOINS MISSING IN REPORTS

1) Add the following Constraint to an existing Data Partition:

"New value of Description in cr:400002 truncated to 4000 characters; using

"Description contains 4063 characters, but its maximum size is 4000"

1. Set up Service Desk for Email.

(22) FILE PUBLISH USING WSP FAILED WITH WEB DIRECTOR

"Unknown Parameter (��) - Ignored"