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ERROR position (80) for trigger cr::ticket_kpi_fieldupdate_update is the same for trigger cr::calculate_heat_on_update in stdlog

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Article ID: 227831

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Updated On:

Products

CA Service Management - Service Desk Manager

Issue/Introduction

After the options "kpi_ticket_data_table" and "kpi_ticket_data_table_delay" were installed, the following error messages has started to be written in stdlog.

11/01 18:48:18.39 SDMSV  domsrvr:wsp          3208 ERROR        domdict.c             1683 position (80) for trigger cr::ticket_kpi_fieldupdate_update is the same for trigger cr::calculate_heat_on_update
11/01 18:48:18.71 SDMSV  domsrvr              8188 ERROR        domdict.c             1683 position (80) for trigger cr::ticket_kpi_fieldupdate_update is the same for trigger cr::calculate_heat_on_update

Steps to Reproduce:

  1. Install the KPI options, "kpi_ticket_data_table" and "kpi_ticket_data_table_delay".
  2. Recycle the Service Desk Manager service.
    --->
    The following error has started to be written in stdlog.x.

    ERROR        domdict.c             1683 position (80) for trigger cr::ticket_kpi_fieldupdate_update is the same for trigger cr::calculate_heat_on_update
    ERROR        domdict.c             1683 position (80) for trigger cr::ticket_kpi_fieldupdate_update is the same for trigger cr::calculate_heat_on_update

Environment

Release : 17.1, 17.2 and 17.3

Resolution

The fix is in 17.2 RU5 and 17.3 GA (DE51807).

For 17.1, it has been under investigation. If you do not use xFlow Analyst interface, please deinstall the option "xflow_installed". If you are using xFlow Analyst interface, please follow the below workaround to address the errors.

Workaround:

  1. Take backup of NX_ROOT\bopcfg\majic\cm.maj.
  2. Open NX_ROOT\bopcfg\majic\cm.maj and modify the line:  POST_CI calculate_heat_on_update(id,type) 80  to  POST_CI calculate_heat_on_update(id,type) 81
  3. Recycle Service Desk Manager service.