Running pdm_load as stated on the CA Service Management 14.0.2 Post Installation steps fails and the Scoreboard of CA Service Desk Manager shows an Error

Document ID : KB000033211
Last Modified Date : 14/02/2018
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Issue:

You may see some or all of the following symptoms:

When running the command "pdm_load -f tucson_insert.dat" as stated on the CA Service Management 14.1.02 Post Installation Steps, the following error and similar ones occur and fails to load data.

Error 15 on fetch failing.
Error 15 on inserting row.
Problem row:
        id: [1001]
        object_name: [arcpur_rule]
        description:
                [UI Label : Archive and Purge Rules, Navigation Path : Administration tab, Archive and Purge]
        delete_flag: []
        last_mod_by: [00]
        last_mod_dt: [(NULL)]


The following error appears on the Scoreboard after logging into CA Service Desk Manager 14.1.02:

Error constructing scoreboard in method got_query_data: AHD04199:An unexpected error occurred. Contact your administrator. [Microsoft OLE DB Provider for SQL Server] [ SQL Code=207 SQL State=42S22] xxx 'crsq_owner' xxxB; [Microsoft OLE DB Provider for SQL Server] [ SQL Code=207 SQL State=42S22] xxx 'uf_saved_search' xxxB

Scoreboard.jpg

The stdlog may also include a message similar to:

11/12 04:05:21.50 ITSM141 web:local 5672 ERROR parse.c 5762 Error constructing scoreboard in method got_query_data: Column uf_saved_search not found in table Cr_Stored_Queries (subquery 1.0 SELECTION) at . uf_saved_search

 

Environment:

Windows
SQL Server
 

Cause:

The failure symptoms for the pdm_load command, shown earlier, indicate that the required MDB updates have not been installed successfully.

The absence of the MDB updates could occur if you applied the individual Service Desk Manager Cumulative #2 patches (14.1.02), such as RO86155 and RO86157, by using APPLYPTF, and you did not manually run the setupmdb command to update the MDB using the MDB package that is included with cumulative patch #2.  The appylptf method of applying Cumulative #2 is not recommended.

We highly recommend running the CA Service management Common Patch Installer’s (RO86281) to apply the Service Desk Manager Cumulative #2 patches (14.1.02).  

In a Windows environment, when you run the CA Service management Common Patch installer, you would select patch RO86281.  Later, you would select CA Service Desk Manager in the list of products to be updated.  Next, the Patch Information Summary step of the installer would list both RO86155 and RO86157 as the patches that will be applied.  Then, the Installation Progress step of the installer would show that the CA Service Desk Manager Binaries patch, the Desk Manager MDB Patch, and the CA Service Desk Manager Localization Patch are being applied.

The scoreboard error shown in the earlier screenshot indicates that either the MDB update was not performed or did not succeed, and/or the required post-installation steps were not completed or did not succeed. 
 

Resolution:

NOTE: If you apply the Service Desk Management Cumulative #2 patch by running CA Service Management Common Patch Installer (RO86281), you do not need to follow the below steps. Please go to the Post Installation Tasks and complete those steps instead.
 

We highly recommend running the CA Service management Common Patch Installer’s (RO86281) to apply the Service Desk Manager Cumulative #2 patches (14.1.02).    This is because the Common Patch Installer automatically attempts to apply the MDB patch based on the Database Configuration parameter values that you provide. 

After exiting the installer, you must follow the required post-installation steps to completely solve the scoreboard problem.
 

It is possible to use the old method of running setupmdb in order to update the MDB manually. 

For a SQL Server DBMS, you can apply the MDB patch manually as per the steps below:

  1. Using the relevant SQL Server DBMS restore utility, backup the MDB.
  2. Open a Command Prompt on the database server and set the current directory to $NX_ROOT\patches\cum2. 

    Note: "$NX_ROOT" is a notation that refers to the CA Service Desk Manager (CA SDM) installation directory on the server in which CA SDM is installed. 
  3. Copy the file "MSSQL_MDB.CAZ" file to a temporary folder.
  4. Extract the caz file, "MSSQL_MDB.CAZ", using Cazipxp.exe.

    For example, run:
    CAZIPXP -u MSSQL_MDB.CAZ
  5. Run setupmdb.bat to apply the patch.

    For example, run: 

    setupmdb -DBVENDOR=mssql -JRE_DIR=C:\PROGRA~2\CA\SC\JRE\1.7.0_10 -DBUSER=sa -DBPASSWORD=sa -DBDRIVER=Service_Desk -WORKSPACE=Service_Desk

    Notes:

    5.1. setupmdb.bat may need to be run by adding the "–DBPORT" option to provide the correct port number for some SQL server installations if the default port is changed or a named instance of SQL Server is used. Run setupmdb.bat -help to list all options.

    5.2. A Patch log file is created in the same directory as setupmdb.bat is invoked.

    5.3. There is no un-install mechanism for the MDB patch. 

    To restore the MDB database to Pre-patch status, use the relevant SQL Server DBMS restore utility and specify the earlier backup.

    Should the patch install fail the transactions within the current patch, the SQL script is rolled back. Patches containing multiple SQL scripts commit the scripts that apply successfully. Where a SQL script fails within a multi-script patch, that script will be rolled back and patch application terminated. Scripts already committed will not be rolled back. 

    5.4. The folder “JRE_DIR=C:\PROGRA~2\CA\SC\JRE\1.7.0_10” may not exist when the MDB is on a remote standalone database server. 

    If it does not exist, please copy the JRE folder from the SDM server to the database server before running the setupmdb command.
        
    5.5. If JAVA is installed on a 64 bit machine then the specification of the JRE_DIR parameter is likely to be:

       -JRE_DIR=C:\PROGRA~2\CA\SC\JRE\1.7.0_10…
        
    If JAVA is installed on a 32 bit machine then the specification is likely to be:

       -JRE_DIR=C:\PROGRA~1\CA\SC\JRE\1.7.0_10…

    The above is an example when the JRE is installed on drive C. If the JRE was installed on a drive other than C, please modify accordingly.

    Please refer the file $NX_ROOT\doc\readme_mdb15_fix.txt for more detail.

After the MDB has been updated, and as per the post-installation steps, navigate to $NX_ROOT\data and run the following commands to load the necessary data into the MDB: 

pdm_load -f tucson_insert.dat
pdm_load -r -f tucson_delete.dat


The post-installation steps also instruct you to run:

pdm_configure

Review the post-installation steps and be sure to follow all of the required steps.

Additional Information:

Implementing CA Service Management 14.1.02 

Service Desk Manager 14.1.02 Post-Installation Tasks