On a CA Service Desk Manager (CA SDM) 12.6 system, the Support Automation (SA) logs are not populating after applying Cumulative Patch 3

Document ID : KB000018200
Last Modified Date : 14/02/2018
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Description:

After applying the patches associated to Cumulative 3 to a CA SDM 12.6 system, the SA session logs may no longer populate at the end of a SA session. If you review the CA SDM STDLOG, a similar error to the following will be noted:

sqlagt:upinde 5820 ERROR sqlclass.c 996 SQL Execute failed: [Microsoft OLE DB Provider for SQLServer] [ SQL Code=207 SQL State=42S22] Invalid column name 'eventDisplayText'.

sqlagt:upinde 5820 ERROR sqlclass.c 997 Clause (INSERT INTO sa_event_history ( cr_rel, eventDisplayText, eventEpoch, eventType, iss_rel, last_mod_by, last_mod_dt, sd_obj_id, sd_obj_type, tenant, id ) VALUES ( ? , ? , ? , ? , ? , ? , ? , ? , ? , ? ,? )) Input (<cr_rel:string>(NULL)|<eventDisplayText:string>(NULL)|<eventEpoch:time>*|<eventType:int>1|<iss_rel:string>(NULL)|<last_mod_by:uuid>(NULL)|<last_mod_dt:time>*|<sd_obj_id:int>(NULL)|<sd_obj_type:string>(NULL)|<tenant:uuid>*|<id:int>*)

sqlagt:upinde 5820 ERROR sqlsrvr.c 645 Execution failed. MISC_DB_ERROR

Solution:

Cumulative 3 for CA SDM 12.6 provides a MDB update that introduces a new column to the "sa_event_history" table - "eventDisplayText".

If the mandatory post install MDB portion of the Cumulative patch is not applied, Support Automation will fail to save session logs because it cannot find a table that should be present.

When applying a patch, it is always recommended to review the documentation provided. In the case of the Cumulative patch, please review the file:

\doc\Post_Installation_Steps_and_backout_procedure_for_Cumulatives_in_Windows.txt
(or a similar file if you are using a different Operating System)

This document provides step by step instructions for applying the Cumulative patch, including the portion for applying mandatory post install MDB patch.