Unable to change an area from an Incident/Request/Problem, the following error is prompted "Trigger Error", preventing to save the changes

Products

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

Issue/Introduction

After loading data in the table wftbl, it is not possible to change am existing category from an I/R/P,  the following error is prompted in the top of the form, preventing to save the changes:

"Trigger Error"

The following errors are also captured in the stdlogs:

ERROR freeaccess.spl 25651 update checkin of cr:404578 failed: Trigger Error
ERROR where.y 908 Parse error at : "( service_type.id = AND object_type = 'cr_wf' ) AND ( delete_flag = 0 )" (syntax error)
ERROR pdm_misc.pm 106 Error finding slatpl's with wc 'service_type.id = AND object_type = 'cr_wf'' AHD03053:Incorrect Where clause: Parse error at : "( service_type.id = AND object_type = 'cr_wf' ) AND ( delete_flag = 0 )" (syntax error)
ERROR cr_wf.spl 2522 Error with process_sla_for_ticket! 1 on failed:
ERROR freeaccess.spl 25651 update checkin of cr:404578 failed: Trigger Error

Environment

Service Desk Manager 14. or above

Cause

There was an incorrect data loaded in the table wftbl, the column service_type, which was set to NULL in the loaded file. The column service type needs to be loaded with blank data otherwise it will fail with the given error.

Resolution

Update the file to be loaded in the column service_type, instead of having NULL values set the value to blank values.

As an example:

Use the pdm_load that correspond to your case.

pdm_load -a -v -f filename.txt

Instead of having NULL values added in the service_type field

TABLE wftbl
persid del ... service_type . . . . tenant
{ "value11", "value12", . . ,NULL,. . ,"value1N" }
{ "value21", "value22", . . ,NULL,. .,"value2N" }
.
.
.
{ "valueN1", "valueN2", . . ,NULL,. "valueNN" }

Ensure that the values are blank or empty, no spaces.

 

TABLE wftbl
persid del ... service_type . . . . tenant
{ "value11", "value12", . . ,,. . ,"value1N" }
{ "value21", "value22", . . ,,. .,"value2N" }
.
.
.
{ "valueN1", "valueN2", . . ,,. "valueNN" }