Stored Query returns "Syntax Error" when clicking the "Search" button.

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

Client encountered syntax error while accessing scoreboard query. 
1. Create a new Stored Query
    Code: abc
    Scoreboard: Yes
    Type: Request
     Label: abc
   Where-Clause: ((not status in (\'EXTERNAL\',\'WIP\') and type=\'I\' and active=1) AND customer.location = U\'2C7F67XX088A2A4187XXXXX98XX84718\') 
2. Add "abc" to your scoreboard
3. Click on "abc" in your scoreboard
    -> This returns the correct result!
   In your case it's probably "0", because you do not have the location.
4. click the "Search" button
    -> "....Syntax Error..."
5. if you click "Search" several times, the ERROR message becomes longer and longer...

Environment

Release: CA Servicedesk Manager 17.4.X

Resolution

Guided client to modify the query: 

((not status in (\'EXTERL\',\'EXTABG\') and type=\'I\' ) AND customer.location = 'U\'2C7F67XX088A2A4187XXXXX98XX84718\'\' ) AND active=1

Additional Information

Issue will be fixed in up coming release.