Service Desk Manager roles lost full Administration folder tree

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

Sometimes when SDM admin tries to modify the role settings and causes no role with full administration tree folder(under Administration only few items show). As a result, some administration tasks won't be able to be done from web interface anymore. This tecdoc explains how to restore the default tree.

Environment

Release : 17.3

Component : SERVICE DESK MANAGER

Resolution

******BEFORE ANY OF THESE OPERATIONS YOU WOULD NEED TO HAVE FULL DATABASE MDB BACKUP******

--check mdb table usp_role_tab to figure out what tab id certain role has. Please notice that most likely the role is "Administrator". The value should be in tab_obj field.

--with tab_obj value, check usp_tab table with id=the-value-of-tab_obj-field and update its web_form_obj value to 1002

--login into web interface and set the role to make sure it has full admin tree