When try to create a new menu tree node get duplicate record error

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

When a Service Desk admin tries to add a new menu tree node for a custom menu tree, an error displays saying can't create due to duplicate record. However, there is no node with the same name. In fact, creating any node with any name gives the same error.

With

pdm_logstat -f sqlclass 1000

in place we see that every time try to insert into usp_menu_tree table, a database error returns saying duplicate record is found.

How to fix this?

Environment

Release : 17.3

Resolution

The duplicate is mean for the id field of usp_menu_tree table.  Please follow these steps to get it fixed

--get the largest id from usp_menu_tree table

run this query on mdb

select id from usp_menu_tree order by id

let us say the largest id is 401005

--update the kc key to be bigger that the largest id mentioned above

run this query

update kc set key_value=402000 where key_name='usp_menu_tree'

notice that is the new key_value 402000 is bigger than 401005

--now try to create a new menu tree node and there should not be error any more