After upgrading Service Management from 17.1 to 17.2, in Service Point no Catalog offerings are displayed

Products

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

Issue/Introduction

After upgrading Service Management from 17.1 to 17.2, in Service Point no Catalog offerings are displayed.

The following error is recorded in the incidentMS.log:

Error fetching usm_configuration data.

com.ca.casm.exception.CasmBaseException: Error : AHD04199: unexpected error with the database contact your administrator.

Environment

Service Management 17.2

All Supported SQL Server Database Management Systems

All Supported Operating Systems

Cause

There are missing fields in the MDB database which were not created during the upgrade procedure. After verifying the Service Desk Manager STDLOG, it shows that the MDB tables 'usm_configurationand' and 'usm_contact_domain_role' have the "id" field missing.

Resolution

The below database queries will create the missing "id" field and resolve the problem:

ALTER TABLE [dbo].[usm_configuration]
ADD [id] INT IDENTITY (1, 1) NOT NULL;

ALTER TABLE [dbo].[usm_contact_domain_role]
ADD [id] INT IDENTITY (1, 1) NOT NULL;

After running the above queries, recycle the Service Catalog, Service Desk Manager and xFlow services.