You may see some or all of the following symptoms:
When running the command "pdm_load -f tucson_insert.dat" as stated on the CA Service Management 14.1.02 Post Installation Steps, the following error and similar ones occur and fails to load data.
Error 15 on fetch failing.
Error 15 on inserting row.
[UI Label : Archive and Purge Rules, Navigation Path : Administration tab, Archive and Purge]
The following error appears on the Scoreboard after logging into CA Service Desk Manager 14.1.02:
Error constructing scoreboard in method got_query_data: AHD04199:An unexpected error occurred. Contact your administrator. [Microsoft OLE DB Provider for SQL Server] [ SQL Code=207 SQL State=42S22] xxx 'crsq_owner' xxxB; [Microsoft OLE DB Provider for SQL Server] [ SQL Code=207 SQL State=42S22] xxx 'uf_saved_search' xxxB
<Please see attached file for image>
The stdlog may also include a message similar to:
11/12 04:05:21.50 ITSM141 web:local 5672 ERROR parse.c 5762 Error constructing scoreboard in method got_query_data: Column uf_saved_search not found in table Cr_Stored_Queries (subquery 1.0 SELECTION) at . uf_saved_search
The failure symptoms for the pdm_load command, shown earlier, indicate that the required MDB updates have not been installed successfully.
The absence of the MDB updates could occur if you applied the individual Service Desk Manager Cumulative #2 patches (14.1.02), such as RO86155 and RO86157, by using APPLYPTF, and you did not manually run the setupmdb command to update the MDB using the MDB package that is included with cumulative patch #2. The appylptf method of applying Cumulative #2 is not recommended.
We highly recommend running the CA Service management Common Patch Installer’s (RO86281) to apply the Service Desk Manager Cumulative #2 patches (14.1.02).
In a Windows environment, when you run the CA Service management Common Patch installer, you would select patch RO86281. Later, you would select CA Service Desk Manager in the list of products to be updated. Next, the Patch Information Summary step of the installer would list both RO86155 and RO86157 as the patches that will be applied. Then, the Installation Progress step of the installer would show that the CA Service Desk Manager Binaries patch, the Desk Manager MDB Patch, and the CA Service Desk Manager Localization Patch are being applied.
The scoreboard error shown in the earlier screenshot indicates that either the MDB update was not performed or did not succeed, and/or the required post-installation steps were not completed or did not succeed.
NOTE: If you apply the Service Desk Management Cumulative #2 patch by running CA Service Management Common Patch Installer (RO86281), you do not need to follow the below steps. Please go to the Post Installation Tasks and complete those steps instead.
We highly recommend running the CA Service management Common Patch Installer’s (RO86281) to apply the Service Desk Manager Cumulative #2 patches (14.1.02). This is because the Common Patch Installer automatically attempts to apply the MDB patch based on the Database Configuration parameter values that you provide.
After exiting the installer, you must follow the required post-installation steps to completely solve the scoreboard problem.
It is possible to use the old method of running setupmdb in order to update the MDB manually.
For a SQL Server DBMS, you can apply the MDB patch manually as per the steps below:
After the MDB has been updated, and as per the post-installation steps, navigate to $NX_ROOT\data and run the following commands to load the necessary data into the MDB:
pdm_load -f tucson_insert.dat
pdm_load -r -f tucson_delete.dat
The post-installation steps also instruct you to run:
Review the post-installation steps and be sure to follow all of the required steps.
Release: SDMU0M99000-14.1-Service Desk Manager-Full License