Maileater and Missing MDB Fields in Service Desk Manager (SDM) 17.3 RU2

Products

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

Issue/Introduction

After applying Service Desk Manager (SDM) 17.3 RU2, the following errors appear in the SDM STDLOGs:

sqlagt:select7          9568 ERROR        sqlclass.c            1016 SQL Execute  failed: [Microsoft SQL Server Native Client 11.0] [ SQL Code=207 SQL State=42S22] Invalid column name 'token_endpoint'.; [Microsoft SQL Server Native Client 11.0] [ SQL Code=207 SQL State=42S22] Invalid column name 'scope'.; [Microsoft SQL Server Native Client 11.0] [ SQL Code=207 SQL State=42S22] Invalid column name 'refresh_token'.; [Microsoft SQL Server Native Client 11.0] [ SQL Code=207 SQL State=42S22] Invalid column name 'redirect_url'.; [Microsoft SQL Server Native Client 11.0] [ SQL Code=207 SQL State=42S22] Invalid column name 'expires_in'.; [Microsoft SQL Server Native Client 11.0] [ SQL Code=207 SQL State=42S22] Invalid column name 'client_secret'.; [Microsoft SQL Server Native Client 11.0] [ SQL Code=207 SQL State=42S22] Invalid column name 'client_id'.; [Microsoft SQL Server Native Client 11.0] [ SQL Code=207 SQL State=42S22] Invalid column name 'auth_provider'.; [Microsoft SQL Server Native Client 11.0] [ SQL Code=207 SQL State=42S22] Invalid column name 'auth_endpoint'.

sqlagt:select7          9568 ERROR        sqlclass.c            1017 Clause (SELECT usp_mailbox.allow_anonymous , usp_mailbox.attach_email , usp_mailbox.attmnt_repository , usp_mailbox.auth_endpoint , usp_mailbox.auth_provider , usp_mailbox.ca_certificate_path , usp_mailbox.check_interval , usp_mailbox.client_id , usp_mailbox.client_secret , usp_mailbox.del , usp_mailbox.description , usp_mailbox.email_address_per_hour , usp_mailbox.email_type , usp_mailbox.exclusion_list , usp_mailbox.expires_in , usp_mailbox.host_name , usp_mailbox.host_port , usp_mailbox.inclusion_list , usp_mailbox.last_mod_by , usp_mailbox.last_mod_dt , usp_mailbox.log_policy_violation , usp_mailbox.name , usp_mailbox.password , usp_mailbox.redirect_url , usp_mailbox.refresh_token , usp_mailbox.save_unknown_emails , usp_mailbox.scope , usp_mailbox.security_lvl , usp_mailbox.split_out_attachment , usp_mailbox.token_endpoint , usp_mailbox.use_reply_to_address , usp_mailbox.use_tls , usp_mailbox.userid FROM usp_mailbox WHERE usp_mailbox.id = ?) Input (<int>100)

bpvirtdb_srvr          10784 ERROR        vdbmisc.c              688 Miscellaneous Database error occured :[Microsoft SQL Server Native Client 11.0] [ SQL Code=207 SQL State=42S22] Invalid column name 'token_endpoint'.; [Microsoft SQL Server Native Client 11.0] [ SQL Code=207 SQL State=42S22] Invalid column name 'scope'.; [Microsoft SQL Server Native Client 11.0] [ SQL Code=207 SQL State=42S22] Invalid column name 'refresh_token'.; [Microsoft SQL Server Native Client 11.0] [ SQL Code=207 SQL State=42S22] Invalid column name 'redirect_url'.; [Microsoft SQL Server Native Client 11.0] [ SQL Code=207 SQL State=42S22] Invalid column name 'expires_in'.; [Microsoft SQL Server Native Client 11.0] [ SQL Code=207 SQL State=42S22] Invalid column name 'client_secret'.; [Microsoft SQL Server Native Client 11.0] [ SQL Code=207 SQL State=42S22] Invalid column name 'client_id'.; [Microsoft SQL Server Native Client 11.0] [ SQL Code=207 SQL State=42S22] Invalid column name 'auth_provider'.; [Microsoft SQL Server Native Client 11.0] [ SQL Code=207 SQL State=42S22] Invalid column name 'auth_endpoint'.

domsrvr                 7780 ERROR        domset.c             13532 P_List_dob_by_helper got NOT FOUND attempting to get mailbox:100

As a result of the above errors, the SDM Maileater component does not function and SDM mailboxes cannot be edited.

Environment

Service Desk Manager (SDM) 17.3 RU2 ONLY

All Supported Operating Systems

Cause

Incorrect field definitions in the cm.maj and cm_data.sch files provided in SDM 17.3 RU2

Resolution

WORKAROUND

Edit the NX_ROOT/site/DDICT.SCH file with a text editor to remove the problematic fields from the USP_MAILBOX MDB table:

client_id
client_secret
redirect_url
auth_endpoint
token_endpoint
scope
auth_provider
refresh_token
expires_in int

SOLUTION

Please be aware that the issue addressed with the given defect (DE58672) has been included in SDM 17.3.03 and later releases.

https://techdocs.broadcom.com/us/en/ca-enterprise-software/business-management/ca-service-management/17-3/Release-Information/CA-Service-Management-17-3-0-3-Release-Notes/Fixed-Issues-17-3-0-3.html