Error "At least one document status must be selected." Appears when searching the Knowledge Base.

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

When an analyst attempts to click "Search Knowledge" from within a ticket (e.g., Problem, Incident, or Request), the following error popup appears: 

This prevents analysts assigned to specific roles from executing knowledge searches against the repository.

Steps to Reproduce

1. Clear browser cache and log into CA Service Desk Manager as an Administrator (CASMAdmin).

2. Navigate to Administration > Security and Role Management > Role Management > Role List.

3. Edit the target role (e.g., "Level 2-Analyst").

4. Click the Knowledge Management tab, then select the Visibility of Documents sub-tab.

5. Configure the document status checkboxes so that only a restrictive status is selected (e.g., only "Draft - Valid" is checked; "Published" is unchecked).

6. Save the role configuration.

7. Change your active role or log in as a user with the "Level 2-Analyst" role.

8. Open or create a new Problem ticket and enter search terms in the Description field.

9. Click the Search Knowledge button.

   Result: The error "At least one document status must be selected" is triggered.

 

Environment

Release : CA Service desk Manager 17.4.4.

Resolution

To resolve this issue, request the latest test fix patch directly from Broadcom Support.