Support Automation tab remains visible in custom roles after upgrading to Service Desk Manager (SDM) 17.5

Products

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

Issue/Introduction

After upgrading to SDM 17.5, the "Support Automation" tab remains visible and accessible in custom user roles, even though the Support Automation feature has been discontinued and removed from the product.

Environment

SDM 17.5 (upgraded from 17.4.x)

Cause

The upgrade process automatically removes the Support Automation tab from out-of-the-box (OOTB) roles. However, the upgrade process does not modify custom roles to ensure that custom configurations are preserved. As a result, references to the Support Automation tab persist in the usp_role_tab table for custom roles.

Resolution

Note: Take a backup of the usp_role_tab table prior any update/delete SQL query.

To remove the Support Automation tab from custom roles, you must manually remove the corresponding records from the usp_role_tab table.

1. Identify the custom roles where the Support Automation tab is still visible.
2. Locate the entries associated with the Support Automation tab in the usp_role_tab table.
   • Note: In SDM 17.5, the Support Automation tab_obj is typically 3005.
3. Delete the records from usp_role_tab for the affected custom roles.
   • Example: You can use pdm_load or direct database queries to remove the specific rows linked to the Support Automation tab for these roles.
4. Restart the SDM services if necessary to refresh the role configurations.