After directly manipulating Service Desk Manager (SDM) category data via database management tools, added/changed data is not visible within the SDM UI even after running pdm_cache_refresh
Article ID: 43245
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Products
Issue/Introduction
After directly manipulating Service Desk Manager (SDM) category data via database management tools, added/changed data is not visible within the SDM UI even after running pdm_cache_refresh.
A recycle of the SDM service is required to make the newly added/changed data visible within SDM.
For example, the following SQL script is executed to add new SDM Problem Categories:
INSERT INTO [dbo].[prob_ctg] ([id] ,[persid] ,[del] ,[sym] ,[last_mod_dt] ,[last_mod_by] ,[description] ,[organization] ,[assignee] ,[group_id] ,[tcode]
,[service_type] ,[survey] ,[schedule] ,[auto_assign] ,[owning_contract] ,[cr_flag] ,[in_flag] ,[pr_flag] ,[suggest_knowledge] ,[tenant] ,[cawf_defid] ,[ss_sym]
,[ss_include] ,[assignable_ci_attr] ,[category_urgency] ,[caextwf_start_id] ,[flow_flag] ,[sap_prop]) VALUES (400100,'pcat:400100' ,0 ,'TEST' ,1435244716
,NULL ,NULL ,NULL ,NULL ,NULL ,NULL ,NULL ,NULL ,NULL ,NULL ,NULL ,1 ,1 ,1 ,-1 ,NULL ,NULL ,NULL ,0 ,NULL ,NULL ,NULL ,NULL ,NULL)
Environment
Service Desk Manager 12.9, 14.1 and 17.x
All supported Operating Systems
All supported SQL Server and Oracle databases
Resolution
Caching is maintained at two levels in SDM:
1. Object Manager (DOMSRVR)
2. Web Engine
pdm_cache_refresh command actually sends a external_update_complete message to VIRTDB (bpvirtdb_srvr). VIRTDB will send an update to all DOMSRVRs to cancel and update their cache.
Using the example above, the caching of Problem Category is done at the Web Engine level and not at the DOMSRVR level. When the MDB database is directly updated, "pdm_cache_refresh -t Prob_Category" will not help because there is no dynamic domset for pcat in DOMSRVR.
Therefore, you will need to explicitly force all the DOMSETS to get updated with the newly inserted data by running the following command:
pdm_cache_refresh -t Prob_Category,400002,400003
where 400002 and 400003 are the ids of the new records inserted.
Additional Information
We do not support nor recommend adding/changing MDB data directly by bypassing any of the provided SDM processes/interfaces.
The 'pdm_load' command should be used to add/change MDB data followed by the 'pdm_cache_refresh' command on the relevant MDB tables.
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