Setting wrong value in ACTIVITY_LOG_SECURITY prevents user access

Products

• CA Service Desk Manager

Issue/Introduction

When CA Service Desk Manager admin ran pdm_options_mgr to set this value

pdm_options_mgr -c -s activity_log_security -v Write Protected -a pdm_option.inst

pdm_options_mgr -c -s activity_log_security -v Write Protected -a pdm_option.inst -t

and restarted Service Desk service, Service Desk service was running but end users couldn't login to web interface getting error page can't be found. The following error message was recorded in stdlog file

03/07 14:12:22.38 server-name domsrvr 4708 ERROR majic.y 4622 bopcfg/majic/display_name.mod9:1488 Attribute cr.close_date_f not defined at "DISPLAY_NAME"

Note: The reason for using the pdm_options_mgr to set option values is to make sure all option related values don't get reset after some activities like upgrade. With a batch script with all designed values one can run the script and recover all original values quickly.

 

Environment

CA Service Desk Manager 17.3 and higher

Resolution

The reason for this issue is the -v has the wrong value. The ACTIVITY_LOG_SECURITY option value for pdm_options_mgr can be either WRITE_NEW or PUBLIC, corresponding to web interface GUI value Write Protected or Editable.

Please follow these steps to resolve the issue:

1. Run these two commands

pdm_options_mgr -c -s activity_log_security -v WRITE_NEW -a pdm_option.inst

pdm_options_mgr -c -s activity_log_security -v WRITE_NEW -a pdm_option.inst -t

2. Stop and then start CA Service Desk Manager service