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After installing the Cumulative Patch 2 on Service Desk Manager 14.1 release, the contact fields of a Change Order in Edit are shown with extra commas.

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Article ID: 4584

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Updated On:

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 applying the Cumulative Patch 2 on CA Service Desk Manager 14.1 release, the following issue can be seen.

 

The contact fields of a Change Order, when in Edit, are displayed with additional commas when trying to Close the Change Order with a Workflow Task still not closed. 
The message: 
“Error 1 attempting to set status to "CL": AHD05742:Not allowed to close Change Order '25'. AHD05808:There are uncompleted workflow tasks in this Change Order or its descendents.” 
is correctly displayed (in yellow at the top of the page) but, at the same time, all the contact fields (Requester, Affected End User, Created By, Assignee, etc.) are displayed with extra commas: 

- contact with last name = “ServiceDesk”, no first name and no middle name, before is displayed as “ServiceDesk”, after is displayed as “ServiceDesk,,” 

- contact with last name = “last1”, first name = “first1”, no middle name, before is displayed as “last1, first1” and after is displayed as “last1, first1,” 

- contact with last name = “last2”, first name = “first2”, middle name = “middle2”, before is displayed as “last2, first2 middle2” and after is displayed as “last2, first2, middle2” 

Cause

Prior to Cumulative Patch 2, the application logic dealt the usernames as Combo_name (i.e., last_name, first_name middle_name). 
From Cumulative Patch 2, the application logic deals the usernames as Combo_name2 (i.e., last_name, first_name, middle_name). This is for better handling of usernames where the first and middle name has spaces in it. 
If there is an error at the server level while closing the Change Order, the fields in the edit mode displays the server values directly; these fields are in the form of combo_name2 format and only happens in edit mode and not in view mode. 

Environment

CA Service Desk Manager 14.1.02

Resolution

This is working by design.
In the view mode upon successful closure, the values show up correctly.