Intermittently, CA Service Desk Manager application may become unresponsive when clicking on a scoreboard node or searching/browsing Knowledge

Document ID : KB000103335
Last Modified Date : 25/10/2018
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Issue:
Intermittently, CA Service Desk Manager application may become unresponsive when clicking on a scoreboard node.

The issue may also occur intermittently when a Knowledge document is viewed and a blank page displayed and when a Knowledge Search may not work as expected.

Following similar errors are seen within the STDLOGs:

bpvirtdb_srvr  4392 ERROR  sqltrans.c 1927 Column ebr_serial_num not found in table SKELETONS (subquery 1.0 SELECTION)
                  
bpvirtdb_srvr  4392 ERROR  vdbsql.c 4470 SQL parse error: Column ebr_serial_num not found in table SKELETONS (subquery 1.0 SELECTION) at . ebr_serial_num
                  
bpvirtdb_srvr 4392 SIGNIFICANT  vdbsql.c 4471 SELECT SKELETONS.ebr_serial_num,SKELETONS.id FROM SKELETONS WHERE SKELETONS.id = 400294
Environment:
CA Service Desk Manager 14.1 CUM#4, CUM#5 and 17.1
All Supported Windows Operating Systems
Resolution:
The solution is provided within defect DE41669.

Please open a standard CA Support case and request the solution to DE41669 if you are using SDM 14.1.

If you are using SDM 17.1, the fix for this issue is included in Rollup patch 1.