Unable to save changes to roles in CA Service Desk Manager (CA SDM)

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Article ID: 17920

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Updated On:

Products

CA IT Asset Manager CA Software Asset Manager (CA SAM) ASSET PORTFOLIO MGMT- SERVER SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service KNOWLEDGE TOOLS CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager

Issue/Introduction

Description:

Unable to save changes to roles in CA SDM.

CA SDM web interface shows no activity and similar errors as below are seen within the CA SDM STDLOGs

kt_daemon 7552 ERROR ktuser.c 590 CKTUser failed OpCode is 'kt_role_remove_access_type' method is 'GetUSPPropDob_CO':NO

web:local 6176 ERROR kt_admin.spl 1863 kt_UpdateRles error: 1

Solution:

Perform the following steps:

  1. Take a full backup of the MDB database
  2. Stop the CA SDM service
  3. Run the following update query against the MDB database

    Update USP_PROPERTIES
    set property_value = '0'
    WHERE PROPERTY_VALUE IS NULL OR PROPERTY_VALUE LIKE ''
  4. Run the following query against the MDB database to verify no rows are returned

    SELECT * FROM USP_PROPERTIES WHERE PROPERTY_VALUE IS NULL OR PROPERTY_VALUE LIKE ''
  5. Restart the CA SDM service
  6. Attempt to update a CA SDM role and save the changes

If the above procedure does not resolve the issue, please contact CA Support to open a support issue as an OOTB CA SDM USP_PROPERTIES table will need to be provided.

Environment

Release: SDMU0M99000-14.1-Service Desk Manager-Full License
Component: