Empty records are seen on the Service Point Configuration Default Areas page and existing records cannot be deleted

Products

• CA Service Management - Service Desk Manager
• CA Service Desk Manager

Issue/Introduction

5 empty records are being seen on SDM Administration -> xFlow-Interface -> ServicePoint ->  Default Areas page. Existing entries cannot be deleted either.

Environment

Release:  14.1 or higher
Component: CA Service Desk Manager

Cause

1) As part of 17.2 install, the table: default_cat_mapping in SDM has 5 default SDM Category records.

2) Installation/Upgrade does not validate if those SDM Category records being really present on the given SDM installation

Example:  SDM offers a Out of the Box category called Email, and this category was deleted on a customer system. 17.2 installation did not check for this scenario, and just adds a reference to this missing SDM category in the  default_cat_mapping table.

3) Such orphaned/dangling record is what is causing those empty records to show up on the Service Point Default Areas page.

 

Issue may also be caused by data partition definitions on the Employee role that is included in the given access type.  data partition was designed to filter display of entries in the Prob_Category table.  

Resolution

1) To resolve this, run below SDM command via a command prompt:

#below command takes a backup of the table first
pdm_extract default_cat_mapping >  default_cat_mapping.txt

#below command deletes the content of the same table
pdm_load -r -f default_cat_mapping.txt

#refresh the cached table with in SDM layers
pdm_cache_refresh -t default_cat_mapping

2) Refresh the SDM Service Point configuration page 

3) Make sure there are no System locks on   SDM Administration -> System -> System Locks  page  against table default_cat_mapping.  If there are any, right click and delete them

4) Add the correct SDM categories now via SDM Administration -> xFlow-Interface -> ServicePoint ->  Default Areas