Service Desk Manager roles lost full Administration folder tree

Products

• CA Service Desk Manager
• CA Service Management - Service Desk Manager

Issue/Introduction

Sometimes when SDM admin tries to modify the role settings and causes no role with full administration tree folder(under Administration only few items show). As a result, some administration tasks won't be able to be done from web interface anymore. This tecdoc explains how to restore the default tree.

Environment

Release : 17.3 or higher

Component : SERVICE DESK MANAGER

Resolution

1. Check mdb table usp_role_tab to figure out what tab id certain role has. Please notice that most likely the role is "Administrator". The value should be in tab_obj field.
   
   
2. With tab_obj field value, check table usp_tab with id = [the-value-of-tab_obj-field] and update its web_form_obj value to 1002
   
   
3. Login into web interface and set the role to make sure it has full admin tree

Additional Information

Please make sure to take all necessary database and server backups before performing this change.  It is advised to test in a non-prod instance to familiarise oneself with the above tables and fields.