Intermittently, CA Service Desk Manager application may become unresponsive when clicking on a scoreboard node or searching/browsing Knowledge
Article ID: 103335
SUPPORT AUTOMATION- SERVER
CA Service Desk Manager - Unified Self Service
CA Service Management - Asset Portfolio Management
CA Service Management - Service Desk Manager
Intermittently, CA Service Desk Manager application may become unresponsive when clicking on a scoreboard node.
The issue may also occur intermittently when a Knowledge document is viewed and a blank page displayed and when a Knowledge Search may not work as expected.
Following similar errors are seen within the STDLOGs:
bpvirtdb_srvr 4392 ERROR sqltrans.c 1927 Column ebr_serial_num not found in table SKELETONS (subquery 1.0 SELECTION)
bpvirtdb_srvr 4392 ERROR vdbsql.c 4470 SQL parse error: Column ebr_serial_num not found in table SKELETONS (subquery 1.0 SELECTION) at . ebr_serial_num
bpvirtdb_srvr 4392 SIGNIFICANT vdbsql.c 4471 SELECT SKELETONS.ebr_serial_num,SKELETONS.id FROM SKELETONS WHERE SKELETONS.id = 400294
CA Service Desk Manager 14.1 CUM#4, CUM#5 and 17.1
All Supported Windows Operating Systems
The solution is provided within defect DE41669.
Please open a standard CA Support case and request the solution to DE41669 if you are using SDM 14.1.
If you are using SDM 17.1, the fix for this issue is included in Rollup patch 1.