Service Desk GRLOADER not working with model lookup.

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

When importing a CI using the grloader command and the model name is referenced by a UUID. For example:

class	family	name	manufacturer	serial_number	model	status	location	resource_contact	service_org	repair_org
Laptop	Computer	My_Name	dell	1234567	Model_UUID{id}	In Service	Location_UUID{id}	George{userid}	Support	Support

This fails and the resulting failure XML file will show:

<GRLoader>
    <!--grSpreadSheetRdr3000 Spreadsheet(aaaaa.xlsx) Sheet(Sheet2) Row(2)-->
    <ci>
        <!--WARNING: Ignoring model(Model_UUID). Its definition may not exists (or) manufacturer associated with it is different in mdb.Unable to find unique Manufacturer for ca_cmpny.sym=(dell). Unable to find unique Model for mfrmod.sym=(Model_UUID). -->
        <id>Random Number</id>
        <name>My_Name</name>
        <serial_number>1234567</serial_number>
        <class>Laptop</class>
        <family>Computer</family>
        <!--WARNING: Unable to find unique Manufacturer for ca_cmpny.sym=(dell). -->
        <manufacturer>dell</manufacturer>
        <!--WARNING: Unable to find unique Model for mfrmod.sym=(Model_UUID). -->
        <model lookup="id">Model_UUID</model>
        <status>In Service</status>
        <location lookup="id">Location_UUID</location>
        <resource_contact lookup="userid">George</resource_contact>
        <service_org>Support</service_org>
        <repair_org>Support</repair_org>
    </ci>
</GRLoader>

Environment

Service Management 17.4.*

Grloader

Resolution

The fix is included with release 17.4 CU4 and above.