When searching text fields in CA Service Desk Manager (CA SDM), the search seems to be limited to only allowing 67 characters or less in the search criteria. Is there a way to get around this?

Document ID : KB000025198
Last Modified Date : 14/02/2018
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Symptom

When searching a field with a search string of 68 characters or more within CA Service Desk Manager (CA SDM), it is returning no results. This can most easily be reproduced using Incident Description as follows:

  1. Create an CA SDM Incident with 68 or more characters in its Description.
  2. Copy the description to your clipboard.
  3. Open up Search -> Incidents.
  4. Copy any amount of 67 or less characters from the middle of the description and then add the wildcard "%" at the front and at the end and place in the description filter.
  5. Click search. You will notice that the incident is returned.
  6. Copy any amount of 68 or more characters from the middle of the description and then add the wildcard "%" at the front and at the end and place in the description filter.
  7. Click Search. You will notice that no results are returned.

Environment

CA Service Desk 12.6, 12.7, 12.9 and 14.1
Oracle 11g
Oracle 12c

Cause

The same problem will happen in Oracle's client tools, SQLPlus and in iSQL.   CA SDM does case-insensitive SELECTs due to the nature of its business rules. This is accomplished by executing a couple of alter session statements in SQLPlus.  Once the session is altered, we then execute SQL queries.  Below is an example:

alter session set NLS_COMP=LINGUISTIC;

alter session set NLS_SORT=BINARY_CI; 

select ref_num, description from call_req where description like N'% your copied description here%';

Just using the above select statement, you would see different results based on the use cases documented in the problem statement above. 

 

Resolution

Oracle has acknowledged the bug is on their side and it is documented under Bug #6642692 for Oracle 11g and with Bug #20856973 for Oracle 12c. This can be tracked with Oracle through metalink.oracle.com.

1.  Bug #6642692 has been resolved according to the Oracle bug tracker. The fix is supplied in 11.1.0.7 as well as 11.2. You would need to upgrade Oracle to either version to resolve the issue.

2.  Bug #20856973 is currently still open with Oracle and there is no known fix or workaround.