Can't update product in CA Mainframe Software Manager

Products

• CHORUS SOFTWARE MANAGER

Issue/Introduction

Trying to update a product in CA MSM but the process fails. Message states product is not available for siteid.

Preventing the ability to obtain fixes for the product.

Looking at the task output for Product Acquisition the following message is shown:

26358 - Getting Product Information    - Started (Mar 31, 2021 10:48:33 AM)
      Request is to get product: CA JCLCheck Workload Automation - MVS
       information requested by: user1
                 using site IDs: 123456

The product CA JCLCheck Workload Automation - MVS is not available for the following site ID: 123456

Log in to CA Support Online and verify that the product CA JCLCHECK WORKLOAD AUTOMATION - MVS is available for download under the following site ID: 123456

If the product is available on CA Support Online, run 'Update Complete Product List' from the Products tab to refresh relations between the site IDs and the products.
If the problem persists, contact CA Support.

Environment

Release : 6.0
Component : CA Mainframe Software Manager

Resolution

After verifying that the SiteId is entitled to the product, and that the product was not being hidden in CA MSM, execute the following steps to resolve the problem:

Note: See tools in Additional Information section to help determine if product is hidden and/or entitled. Will also show true product name to select.

1. Within Products tab under Actions, select "Show License Keys"

2. First click Refresh Site IDs and then click Update Keys. Close when complete.

3. Next, click again "Update Complete Product List" under Actions.

4. Next, look for the proper product under Available Products and expand the product to show available releases. Right click on desired release and select Update Product Release

Additional Information

Debugging Tools: (provide this information to support if this document does not resolve problem)

Run the following DBSQLPR job and attach the complete output

//jobcard
//STEP05A  EXEC PGM=DBSQLPR,
//       PARM='PRTWIDTH=1500,INPUTWIDTH=72,ROWLIMIT=4000'
//STEPLIB  DD DSN=yourHLQ.MSM.CUSLIB,
//         DISP=SHR
//         DD DSN=yourHLQ.MSM.CAAXLOAD,
//         DISP=SHR      
//CXX      DD DSN=yourHLG.MSM.CXX,
//         DISP=SHR
//SYSUDUMP DD  SYSOUT=*
//SYSPRINT DD  SYSOUT=*
//STDERR   DD  SYSOUT=*
//STDOUT   DD  SYSOUT=*
//OPTIONS  DD  *
AUTHID=CASWMGT
/*
//SYSIN    DD  *
SELECT * FROM PRODUCT;
SELECT * FROM RELEASE;
/*

Is product entitled to SiteID?

Enter the following into a browser and provide the information returned. Enter your CA Portal credentials as requested.

https://supportservices.ca.com/support/esdproducts?site=siteid