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Service Requests in ServicePoint missing Request object values

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Article ID: 215715

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Updated On:

Products

CA Service Desk Manager

Issue/Introduction

Client has some Services defined in Catalog and new Requests can be created from these Services.
As long as ServicePoint is not involved, everything works fine.

But with ServicePoint this can reproduce two problems.

SCENARIO 1
------------
1. Create the Request in Catalog ("Create_Request_via_Catalog")
2. Switch to Service Point
3. View the created Request (Show_Request_via_ServicePoint)
4. Even the Request is Read-Only (defined in the Service), the Button "Save" is active.
5. click on "Save" (Click_Save_and_OK)
-> Note that some fields are empty now ("Request_Result_after_Save_Click")

SCENARIO 2
----------------
1. Create the Request from the Catalog Service directly in ServicePoint
-> Note now the fields are empty

Environment

Release : 17.3

Component : XFLOW INTERFACE FOR SDM

Cause

There is a syntax issue in the provided report objects, if you see in both the report objects (LGLN-Workstations,LGLN-Software-Zuordnung) the Fields Id is given but it is not part of the query select items.

Resolution

See report object of "LGLN-Workstations" the fields section has "id,computer,computer_name,userid,serial_number" but the query looks like this:

"select res.resource_name+' - '+res.serial_number as computer, res.resource_name AS computer_name, res.serial_number AS serial_number from ..........."

Here you can observe id is missing in the select items. After adding the missing field, it works fine.

"select contact_uuid as id, res.resource_name+' - '+res.serial_number as computer, res.resource_name AS computer_name, res.serial_number AS serial_number from ca_owned_resource res , ca_contact con
where resource_family in (300001)
and resource_class in (300082)
and res.resource_contact_uuid = con.contact_uuid
and res.inactive = 0
and con.inactive = 0
AND con.userid like N'%USERID%'"

For example : - id is missing in the Query where the Fields contains it

Note: Ensure that same syntax is followed for all the Report objects by having same number of DB fields in Fields and Query select items.

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