The counter of the node on the scoreboard is not correct for a query that uses a BREL attribute.

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
• CA Service Desk Manager
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

Symptoms: 

The counter of the node on the scoreboard is not correct. There is a gap between the counter of the node and the number of the record in the right pane on the scoreboard.

 

Environment:  

CA Service Desk Manager (SDM) R12.x, R14.1.

Architecture: Conventional or Advanced Availability (AA)

 

Cause: 

It is a known behavior, with solution available out of the box for SDM R12.7 onwards:

Title: SCOREBOARD NODE COUNT NOT UPDATED WITH BREL IN STORED QUERY 
https://support.ca.com/irj/portal/kbproblem?productcd=USRD&problemnbr=1855

This behavior affects stored queries only.

The above problem document explains this parameter affects the performance.

The SQL query that runs in the background uses SQL JOINS that may involve 3 tables in the SQL query, as a result it may impact the performance.

This may not impact performance for every site. It depends on the number of scoreboard queries that use BREL columns and the number of concurrent users using those queries on their scoreboards.

 

Resolution:

1. Install the following option: 

pdm_options_mgr -c -s BREL_CACHE_REFRESH -v 1 -a pdm_option.inst 
pdm_options_mgr -c -s BREL_CACHE_REFRESH -v 1 -a pdm_option.inst -t

2. Install Monitor_joins, setting it to Yes. This is done via CA Service Desk Manager interface. 

3. Recycle the CA Service Desk Manager services. 

Refer to the section below for details on how to apply on Conventional or AA installations.

Additional Information:

 

For r12.6, the RO53124 (C3 Binary patch) includes this solution. In order to use the NX_BREL_CACHE_REFRESH parameter, it is necessary to apply RO53124. 

It is important to mention that installing Monitor_Joins and BREL_CACHE_REFRESH to 1 may cause performance issues to the environment. Thus, if you hit such problems by installing it, CA recommends the Stored Query to be reviewed so BREL field type is not used.

For AA:

TEC1788456 - Best Practice for PDM_OPTIONS_MGR Changes in a Service Desk Manager (SDM) Advanced Availability (AA) Installation

 

For Conventional, just follow the steps below on the Primary and all Secondary servers (if any):

TEC612988 - Best Practice when doing Changes to NX.ENV: using the 'pdm_options_mgr' command

Environment

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

Resolution

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