xFlow - Select a drop down on create/edit ticket and you get an error No matching Values OR ERROR RETRIEVING VALUES

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Article ID: 77688

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Updated On:

Products

CA Service Desk Manager

Issue/Introduction

In xFlow, when you select a drop-down when attempting to create/edit a ticket, receive an error: "No matching Values OR ERROR RETRIEVING VALUES".  The problem does not happen if you use the default Administration role and only occurs when using analyst roles.




Cause

The IncidentMS.log shows errors similar to:


ERROR - [c.ca.casm.authorization.Authorizer] - No service contract found. Returning -1.
ERROR - [c.helper.JSONResponseBuilder] - Exception getting pcat count for filter ((undefined_flag eq 1 AND delete_flag eq 0 AND sym LIKE '%%') AND owning_contract IS NULL): Error : AHD03053:Bad where clause: Parse error at : "(undefined_flag=1 AND delete_flag=0 AND sym LIKE '%%') AND owning_contract IS NULL" (Attr not found or not atomic)
ERROR - [c.ca.casm.framework.util.CasmFuture] - Exception occurred, see call stack for more details: userid (servicedesk)
java.util.concurrent.CompletionException: com.ca.casm.exception.CasmBaseException: Error : AHD03053:Bad where clause: Parse error at : "(undefined_flag=1 AND delete_flag=0 AND sym LIKE '%%') AND owning_contract IS NULL" (Attr not found or not atomic)
at java.util.concurrent.CompletableFuture.encodeThrowable(Unknown Source)
at java.util.concurrent.CompletableFuture.completeThrowable(Unknown Source)
at java.util.concurrent.CompletableFuture.uniWhenComplete(Unknown Source)
at java.util.concurrent.CompletableFuture$UniWhenComplete.tryFire(Unknown Source)
at java.util.concurrent.CompletableFuture.postComplete(Unknown Source)
Caused by: com.ca.casm.exception.CasmBaseException: Error : AHD03053:Bad where clause: Parse error at : "(undefined_flag=1 AND delete_flag=0 AND sym LIKE '%%') AND owning_contract IS NULL" (Attr not found or not atomic)
at com.ca.casm.actor.SdmGetObjectsActor.recvmsg1(SdmGetObjectsActor.java:272)
at com.ca.casm.actor.MdcActor$1.apply(MdcActor.java:207)
at akka.actor.ActorCell$$anonfun$become$1.applyOrElse(ActorCell.scala:545)
at akka.actor.Actor.aroundReceive(Actor.scala:514)
at akka.actor.Actor.aroundReceive$(Actor.scala:512)
ERROR - [c.helper.JSONResponseBuilder] - Exception getting pcat objects for filter ((undefined_flag eq 1 AND delete_flag eq 0 AND sym LIKE '%%') AND owning_contract IS NULL): Error : AHD03053:Bad where clause: Parse error at : "(undefined_flag=1 AND delete_flag=0 AND sym LIKE '%%') AND owning_contract IS NULL" (Attr not found or not atomic)
ERROR - [c.ca.casm.framework.util.CasmFuture] - Exception occurred, see call stack for more details: userid (servicedesk)
java.util.concurrent.CompletionException: com.ca.casm.exception.CasmBaseException: Error : AHD03053:Bad where clause: Parse error at : "(undefined_flag=1 AND delete_flag=0 AND sym LIKE '%%') AND owning_contract IS NULL" (Attr not found or not atomic)
at java.util.concurrent.CompletableFuture.encodeThrowable(Unknown Source)
at java.util.concurrent.CompletableFuture.completeThrowable(Unknown Source)
at java.util.concurrent.CompletableFuture.uniWhenComplete(Unknown Source)
at java.util.concurrent.CompletableFuture$UniWhenComplete.tryFire(Unknown Source)
at java.util.concurrent.CompletableFuture.postComplete(Unknown Source)
Caused by: com.ca.casm.exception.CasmBaseException: Error : AHD03053:Bad where clause: Parse error at : "(undefined_flag=1 AND delete_flag=0 AND sym LIKE '%%') AND owning_contract IS NULL" (Attr not found or not atomic)
at com.ca.casm.actor.SdmGetObjectsActor.recvmsg1(SdmGetObjectsActor.java:274)
at com.ca.casm.actor.MdcActor$1.apply(MdcActor.java:207)
at akka.actor.ActorCell$$anonfun$become$1.applyOrElse(ActorCell.scala:545)
at akka.actor.Actor.aroundReceive(Actor.scala:514)
at akka.actor.Actor.aroundReceive$(Actor.scala:512)
ERROR - [c.ca.casm.actor.SdmGetObjectsActor] - Error doing select_count: Error : AHD03053:Bad where clause: Parse error at : "(undefined_flag=1 AND delete_flag=0 AND sym LIKE '%%') AND owning_contract IS NULL" (Attr not found or not atomic)

The SDM STDLOGs logs show:

SDMServerName domsrvr 4008 ERROR domset.c 2846 Attribute undefined_flag not found in pcat:PDOB:PATTR:OB:MTH:
SDMServerName domsrvr 4008 ERROR where.y 908 Parse error at : "(undefined_flag=1 AND delete_flag=0 ) AND owning_contract IS NULL" (Attr not found or not atomic)
SDMServerName domsrvr 4008 ERROR domset.c 2846 Attribute undefined_flag not found in pcat:PDOB:PATTR:OB:MTH:
SDMServerName domsrvr 4008 ERROR where.y 908 Parse error at : "(undefined_flag=1 AND delete_flag=0 AND sym LIKE '%%') AND owning_contract IS NULL" (Attr not found or not atomic)
SDMServerName domsrvr 4008 ERROR domset.c 2846 Attribute undefined_flag not found in pcat:PDOB:PATTR:OB:MTH:
SDMServerName domsrvr 4008 ERROR where.y 908 Parse error at : "(undefined_flag=1 AND delete_flag=0 AND sym LIKE '%%') AND owning_contract IS NULL" (Attr not found or not atomic)

Environment

xFlow 14.x and 17.x

All Supported Operating Systems

Resolution

Check the Administration Function Access level for the role that the user is associated with in xFlow.  It needs to be set to View or Modify - having the setting as NONE causes the problem.

To check this access, navigate to Service Desk Administration Tab -> Security and Role Management -> Role List -> click on the role in question and look at the Function Access tab with Function = Administration

Function Code Function Level
Administration admin SHOULD BE SET TO VIEW OR MODIFY

No restart is needed,  just re-login to xFlow and retest.

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