ServiceDesk Licenses counter incorrect - always displaying same number

Products

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

Issue/Introduction

After activate the correct KPI webConcurrentTotalLicenseCt, the number of license in use displayed under Administration-System-License Usage is incorrect and always displaying same number.

Environment

Release : 17.2

Component : SERVICE DESK MANAGER

 

Cause

There were 2 identical versions for webConcurrentTotalLicenseCt KPI.

Unknown why and how the version 2 was created (perhaps an issue during a past upgrade)

 

Resolution

Also observed that the kpi was not being registered in the usp_kpi_data table while in the stdlog file is registered the related message indicating that it is correctly calculated.

We inactivated the version 2 and activated the version 1 of the webConcurrentTotalLicenseCt KPI.

After this, kpi data started to be recorded in the usp_kpi_data table and now counters correctly displayed in Administration Tab,