After upgrade from CA SDM 12.6, a duplicate KPI entry for webConcurrentLicenseCt exists

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

When upgrading from CA SDM 12.6 to a later version, the usp_kpi table in the mdb may contain 2 entries for "webConcurrentLicenseCt": one entry with an id value set to 8832 and another entry with an id value set to 8842.

Environment

CA Service Desk Manager 12.6 upgraded to a later release/version.

Cause

Linux test patch T5U3344 that applies to CA Service Desk Manager (CA SDM) 12.6 provided a new set of KPI's, and in doing so, set the "id" for the new KPI named "webConcurrentLicenseCt" to 8832.  

In subsequent releases of CA Service Desk Manager, the "id" for that KPI is 8842.  

And thus, when upgrading from CA SDM 12.6 to a later version, the usp_kpi table in the mdb may contain 2 entries for "webConcurrentLicenseCt".

Linux test patch T5U3344 is associated with problem USRD 2566; any equivalent test patch for Windows which uses 8832 as the id for webConcurrentLicenseCt, instead of 8842 as the id, may have the same issue.  Other CA SDM 12.6 test patches for either Linux and Windows may have included the same solution to the issue.

Resolution

After upgrading the CA Service Desk Manager and before using webConcurrentLicenseCt, you may consider deleting the entry that has an id value of "8832" from the mdb database. 

However, before you go ahead and delete it, read and understand the Important Notes below. 

Then, if you decide to delete the entry, follow these steps:

1. Run this SQL statement:
   
     select id from usp_kpi where name = 'webConcurrentLicenseCt'
   
   Alternatively, use the pdm_extract command to obtain all rows for the "Kpi" table, as follows:
   
     pdm_extract Kpi > kpi.orig.dat
    
2. Confirm that there are 2 rows returned which have the name set to "webConcurrentLicenseCt" and that 1 row has an id value of 8832 and the other row has an id value of 8842.
   
   
3. Delete the entry that has the id value of 8832. You could do that either by using database management tools, or by using the pdm_extract command to extract the record from the database and then using the pdm_load command to remove the single entry.
   
   The pdm_extract command would be:   pdm_extract -f "select * from Kpi where id=8832 > Kpi.id-8832.dat" . 
   The pdm_load command would be:   pdm_load -r -f Kpi.id-8832.dat . 
   As part of best practices, be sure to archive the Kpi.id-8832.dat file.

Important Notes:

If, in the past, you had used the original webConcurrentLicenseCt entry (i.e. the Record Status had been set to Inactive), and if any associated collected data must be kept such as for the purpose of reports, then instead of following the above steps, give the 8832 entry a different name (for example: r126webConcurrentLicenseCtDoNotUse), and set the Record Status set to Inactive. This is to avoid dangling references and for reporting. 

Removing the 8842 entry is not recommended since the issue could then re-occur when the environment is upgraded. The recommendation is to use the 8842 entry in the upgraded environment, so do not change the name of that entry, leave it as:  webConcurrentLicenseCt.

For any of these solutions, the final step is to refresh the associated table cache on all CA SDM servers. To do that, you can use the pdm_webcache command, or you can restart the CA SDM services on the CA SDM servers (following the correct procedure for either Conventional configuration or Advanced Availability).