Is there a way to automate the Web Scoreboard refresh rate within Service Desk Manager (SDM)?

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Article ID: 37284

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Updated On:

Products

CA Service Management - Service Desk Manager CA Service Desk Manager

Issue/Introduction

Users have to click on 'Update Count' button within Service Desk Manager (SDM) to see their updated Web Scoreboard counts. 

Is there a way to automate the Web Scoreboard refresh rate within Service Desk Manager (SDM)?

Environment

Service Desk Manager 12.x, 14.x and 17.x

All Supported Operating Systems

Resolution

To automate the process of updating Web Scoreboard counts, need to install an option 'web_auto_update' in Options Manager from the SDM Web Interface.

Option 'web_auto_update' is not installed by default.  After installing the option, a recycle of the SDM service is required for the change to take effect.

With this option installed, each web analyst session requests updated scoreboard counts at the interval specified in the option.

The value of this option is the number of seconds between updates, with a minimum value of 60 seconds (one minute).

Web scoreboard updating occurs in the background. The analyst end-user can see periodic activity on the main page.  In addition, updated count values are highlighted on the scoreboard.  The highlighting remains until the user either clicks on the scoreboard link to display the associated list or presses the Update Counts button.

Warning: Activating this option affects the overall load of the SDM environment as follows:

  • Each web user sends additional requests to the server at the frequency specified in the option
  • The web engine receives messages from the object engine each time a database update which causes the count associated with a query to change
  • When the web auto-update option is not installed, the web engine requests counts from the object engine only when a web user explicitly requests an update

Additional Information

https://techdocs.broadcom.com/content/broadcom/techdocs/us/en/ca-enterprise-software/business-management/ca-service-management/17-3/administering/administering-ca-service-desk-manager/options-manager.html#concept.dita_17975e427d5f64a802e041ca8a4fad818aa7f9e2_WebOptions

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