Most Common Issues When Working with Scoreboard

Document ID : KB000023072
Last Modified Date : 19/03/2018
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Introduction:

Introduction:

The following document contains tips on when and how to perform a "reset" of scoreboards for end users (removal of existing scoreboard content through backend actions).  A discussion on how scoreboards are initially generated and the relationship between a given user's scoreboard and the original scoreboard that the user started with is also provided.

 

Instructions: 

  1. A new node was defined for all Analysts in the Scoreboard. Some of them can see the new node and others can not.

    When an Analyst uses the default Scoreboard, any change done by the Administrator to the scoreboard of that access type is automatically shown in the next login the analyst does.

    When an Analyst has customized their scoreboard, though, it is necessary that the user chooses "Customize Scoreboard" option and click button "Reset Tree" to get the new node. This, however, will make the user lose all customizations that were applied to the end user's scoreboard, which should be entered manually by himself after that.
     
  2. In a situation where a specific user is getting problems to visualize his scoreboard, such as:
     
    • A specific scoreboard node should appear and does not (the user has the same access type of others and had not customized the scoreboard);
       
    • The user cannot see the scoreboard - the scoreboard tree is not accessible;
       
    Run the following steps to have the scoreboard for that user rebuilt:
     
    1. Open a command prompt on the box where Service Desk is installed;
       
    2. Run the following command to take a backup of the table where the Scoreboard is registered:
      pdm_extract User_Query > usq_backup.txt
    3. Identify the obj_persid for the affected user's record in the User_Query table. The ca_contact table may be used to get that value (which corresponds to the id column in that table). For example, the following command retrieves the id of the Administrator user from the contact table:
      pdm_extract -f "Select id from ca_contact where userid = 'Administrator'" 
    4. Extract all rows from the User_Query table relating to this record:
      pdm_extract -f "Select * from User_Query where obj_persid = 'cnt:XXXX' " > user_reset.dat 
      where cnt:XXXX refers to the value returned for ID in the previous step.
       
    5. Run the following command to remove the entries for that user in the User_Query table:
      pdm_load -v -r -f user_reset.dat 
      The -v flag will display each action taken by the command above. If you prefer, you can run the command as follows to keep the output for reference:
      pdm_load -v -r -f user_reset.dat > user_reset.out
    6. Run the following command to refresh Service Desk cache:
      pdm_cache_refresh -t User_Query
    7. Clear the Internet Browser cache of the user having the problem.


      The next login done by any user will show the Default Scoreboard defined to his Access Type.
       
  3. The Service Desk Administrator needs to reset the scoreboard of ALL users at once.
    IMPORTANT: If just a few users need to have the scoreboard reset, then proceed with steps from item 2 above to each of them.

    Run the following steps to have all scoreboards reset:
     
    1. Open a Command Prompt on the box where Service Desk is installed;
       
    2. Run the following command to take a backup of the table where the Scoreboard is registered:
      pdm_extract User_Query > usq_backup.dat
    3. Run the following command to extract the scoreboard queries for all users:
      pdm_extract -f "Select * from User_Query where obj_persid like 'cnt%'" > Users.dat 
    4. Run the following command to remove the scoreboard queries from the table:
      pdm_load -v -r -f Users.dat
      The -v flag will display each action taken by the command above. If you prefer, you can run the command as follows to keep the output for reference:
      pdm_load -v -r -f Users.dat > users_deleted.out
    5. Run the following command to refresh Service Desk cache:
      pdm_cache_refresh -t User_Query
      The next login done by any user will show the Default Scoreboard defined to his Access Type.

 

4.  Scoreboard Query has a mismatched count.
Sometimes a long standing Scoreboard Query has a mismatch in the count of the records, versus the number of records returned.
In a multiple server environment, this may only be seen for clients connected to one server.
In such cases, it is worth considering refreshing the caches in order to resolve the issue. A full reboot of the system is the surest way, as this will clear all of the caches involved - such as the operating system, database, application, and if done at the client level, there as well.
Naturally it is also possible to trouble-shoot the issue and look at root cause. Selective cache clearing will at least give the general area of the issue.
However, sometimes the cost/benefit will mean that the recycle of either the application or a more full approach of recycling the environment is worth considering.

 

Additional Information:

This is a selected list of TEC documents relating to Scoreboard functionality. Please use the Knowledge Base Search for a complete list.

TEC477955 - Scoreboard for new Access Type is empty.

https://support.ca.com/irj/portal/anonymous/redirArticles?reqPage=search&searchID=TEC477955

TEC489209 - How can we prevent users from modifying their scoreboards?

https://support.ca.com/irj/portal/anonymous/redirArticles?reqPage=search&searchID=TEC489209

TEC435265 - After changing the Access Type of a user from 'Analyst' to 'Employee', their scoreboard appears garbled. How can we resolve this?

https://support.ca.com/irj/portal/anonymous/redirArticles?reqPage=search&searchID=TEC435265

TEC477554 - As a Administrator when we try to reset scoreboard for an access type it will give an error "This action is not permitted for Access Type Scoreboards".

https://support.ca.com/irj/portal/anonymous/redirArticles?reqPage=search&searchID=TEC477554

TEC476594 - Copying a USD R11 web interface Scoreboard from one Access Type to another.

https://support.ca.com/irj/portal/anonymous/redirArticles?reqPage=search&searchID=TEC476594

TEC480465 - Can I add new stored queries to the Analysts scoreboards without overwriting their customizations?

https://support.ca.com/irj/portal/anonymous/redirArticles?reqPage=search&searchID=TEC480465

TEC479354 - Is there an upper limit to the number of scoreboard queries that an individual or access type can have?

https://support.ca.com/irj/portal/anonymous/redirArticles?reqPage=search&searchID=TEC479354

TEC465261 - Is there a way to control where the score board counts are displayed?

https://support.ca.com/irj/portal/anonymous/redirArticles?reqPage=search&searchID=TEC465261

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