CA Service Desk Manager registers Auto-close activity in English date format
Article ID: 4236
Updated On:
Products
Issue/Introduction
CA Service Desk Manager (SDM) registers Auto-close activity in English date format.
This is easily identified in the Activity Log of a ticket which had a status changed to Resolved (for example) and has the auto-close functionality configured.
Environment
Cause
In localized releases of SDM, it is usual to see the date format set for DD/MM/YYYY HH:mm.
It is expected to see the auto-close date respecting the ticket date format, however, when the variable EXPANDER_FORMAT is not installed, the auto-close message in the Activity Log of the ticket will show the date in the format of MM/DD/YYYY HH:mm.
Resolution
In localized releases of SDM, it is usual to see the date format set for DD/MM/YYYY HH:mm.
It is expected to see the auto-close date respecting the ticket date format, however, when the variable EXPANDER_FORMAT is not installed, the auto-close message in the Activity Log of the ticket will show the date in the format of MM/DD/YYYY HH:mm.
Resolution:
To fix this behavior, it is necessary to install the EXPANDER_FORMAT variable.
As this variable is not present in Options Manager, it needs to be manually added via pdm_options_mgr command line utility.
1. For Conventional installations of SDM:
The following command needs to be executed on each of the servers:
pdm_options_mgr -s EXPANDER_FORMAT -v DD/MM/YYYY -a pdm_option.inst
pdm_options_mgr -s EXPANDER_FORMAT -v DD/MM/YYYY -a pdm_option.inst -t
It is required that SDM services be recycled so the changes take effect.
2. For recommendations on Advanced Availability installations of SDM, refer to the following document:
TEC1448647 - Options in Advanced Availability (AA) environment
Additional Information
Setting EXPANDER_FORMAT is not valid for tickets which already have the incorrect date format registered in the Activity Log.
The following document explains other affected area of SDM when using EXPANDER_FORMAT:
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