Required attribute type is missing from Request Activity Log

Products

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

Issue/Introduction

Attempting to save or update a ticket in Service Desk results in a check-in error for Required attribute type is missing from object Request Activity Log:

The STDLOGs will denote the following:

SERVER1 domsrvr 8008 ERROR top_ob.c 4030 Got msg with type set to 0 

SERVER1 spelsrvr 6000 ERROR sla.spl 3988 AHD07135:checkin error INVALID AHD03075:Required attribute type is missing from object Request Activity Log 

SERVER1 web:local 7816 ERROR freeaccess.spl 25816 update checkin of cr:1690306 failed: AHD07135:checkin error INVALID AHD03075:Required attribute type is missing from object Request Activity Log

The error is due to the corresponding activity log entry being made when the ticket is created/updated not being saved due to the activity log having a required "type" field.  The value that is being fed into the type field is value "0", but it is expecting a string character.  This is frequently due to incomplete content regarding activity logs in the backend MDB database.

Environment

Service Desk Manager 17.1 and higher

All Supported Operating Systems

Resolution

When installing Service Desk 17.1, there are a series of post-install steps that need to be followed, which include direct updates to the backend MDB that are usually performed as part of the 17.1 install.  In the event that these steps were missed, please do the following:

1. Open a command prompt on the Service Desk Manager server
2. Enter the command "nxcd" to open the Service Desk Manager install folder 
3. Browse into the data directory 
4. Run the commands: 

pdm_load -f r17_1_insert.dat 
pdm_load -f r17_1_update.dat 
pdm_load -f r17_1_delete.dat -r