Searching for tickets using a long custom string field results in a case sensitive search rather than a case insensitive search when the database is Oracle

Products

• CA IT Asset Manager
• CA Software Asset Manager (CA SAM)
• ASSET PORTFOLIO MGMT- SERVER
• 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

Description:

A new custom field (i.e. not out of the box) is added to the Call_Req table and is used in a search such as a column of a list filter. The search is case sensitive. That is, if the field contains lowercase characters, only lowercase entries will be listed. The expected results and desired functionality is to return a list matching the value in the search field, regardless of case.

Solution:

Check the type for the field in the database. If it is NCLOB, change it to NVARCHAR or NVARCHAR2.

You may notice that the out-of-the-box DESCRIPTION field in the Call_Req table has a type of NCLOB in the Oracle database. However, for searches based on Description, Service Desk Manager does not use the DESCRIPTION field - it uses the DESC_SEARCH field which is defined as NVARCHAR2(2000) and contains the first 2000 bytes of the ticket description.

Environment

Release:
Component: ARGIS