CA Service Desk Manager registers Auto-close activity in English date format

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Article ID: 4236

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Updated On:

Products

SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service KNOWLEDGE TOOLS CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager

Issue/Introduction

CA Service Desk Manager (SDM) registers Auto-close activity in English date format.

This is easily identified in the Activity Log of a ticket which had a status changed to Resolved (for example) and has the auto-close functionality configured.

Cause

In localized releases of SDM, it is usual to see the date format set for DD/MM/YYYY HH:mm.

It is expected to see the auto-close date respecting the ticket date format, however, when the variable EXPANDER_FORMAT is not installed, the auto-close message in the Activity Log of the ticket will show the date in the format of MM/DD/YYYY HH:mm.

Environment

This occurs to the localized releases of SDM.CA Service Desk Manager r12.x, r14.1, r17

Resolution

In localized releases of SDM, it is usual to see the date format set for DD/MM/YYYY HH:mm.

It is expected to see the auto-close date respecting the ticket date format, however, when the variable EXPANDER_FORMAT is not installed, the auto-close message in the Activity Log of the ticket will show the date in the format of MM/DD/YYYY HH:mm.

 

Resolution:

To fix this behavior, it is necessary to install the EXPANDER_FORMAT variable.

As this variable is not present in Options Manager, it needs to be manually added via pdm_options_mgr command line utility.

 

1. For Conventional installations of SDM:

The following command needs to be executed on each of the servers:

pdm_options_mgr -s EXPANDER_FORMAT -v DD/MM/YYYY -a pdm_option.inst

pdm_options_mgr -s EXPANDER_FORMAT -v DD/MM/YYYY -a pdm_option.inst -t

It is required that SDM services be recycled so the changes take effect.

 

2. For recommendations on Advanced Availability installations of SDM, refer to the following document: 

TEC1448647 - Options in Advanced Availability (AA) environment

Additional Information

Setting EXPANDER_FORMAT is not valid for tickets which already have the incorrect date format registered in the Activity Log.

The following document explains other affected area of SDM when using EXPANDER_FORMAT:

TEC479888 - I have modified the web.cfg file for date format but still Notifications sent carry the default format?