xFlow - Select a drop down on create/edit ticket and you get an error No matching Values OR ERROR RETRIEVING VALUES

Document ID : KB000077688
Last Modified Date : 02/05/2018
Show Technical Document Details
Issue:
xFlow - Select a drop down on create/edit ticket and you get an error No matching Values OR ERROR RETRIEVING VALUES

User-added image

The problem does not happen if you use default Administration role, but analyst roles.
Cause:

Troubleshooting:

IncidentMS.log shows errors like this:


ERROR - 2018-04-11 09:33:00 [c.ca.casm.authorization.Authorizer] - No service contract found. Returning -1.
ERROR - 2018-04-11 09:33:00 [c.helper.JSONResponseBuilder] - Exception getting pcat count for filter ((undefined_flag eq 1 AND delete_flag eq 0 AND sym LIKE '%%') AND owning_contract IS NULL): Error : AHD03053:Bad where clause: Parse error at : "(undefined_flag=1 AND delete_flag=0 AND sym LIKE '%%') AND owning_contract IS NULL" (Attr not found or not atomic)
ERROR - 2018-04-11 09:33:00 [c.ca.casm.framework.util.CasmFuture] - Exception occurred, see call stack for more details: userid (servicedesk)
java.util.concurrent.CompletionException: com.ca.casm.exception.CasmBaseException: Error : AHD03053:Bad where clause: Parse error at : "(undefined_flag=1 AND delete_flag=0 AND sym LIKE '%%') AND owning_contract IS NULL" (Attr not found or not atomic)
at java.util.concurrent.CompletableFuture.encodeThrowable(Unknown Source)
at java.util.concurrent.CompletableFuture.completeThrowable(Unknown Source)
at java.util.concurrent.CompletableFuture.uniWhenComplete(Unknown Source)
at java.util.concurrent.CompletableFuture$UniWhenComplete.tryFire(Unknown Source)
at java.util.concurrent.CompletableFuture.postComplete(Unknown Source)
Caused by: com.ca.casm.exception.CasmBaseException: Error : AHD03053:Bad where clause: Parse error at : "(undefined_flag=1 AND delete_flag=0 AND sym LIKE '%%') AND owning_contract IS NULL" (Attr not found or not atomic)
at com.ca.casm.actor.SdmGetObjectsActor.recvmsg1(SdmGetObjectsActor.java:272)
at com.ca.casm.actor.MdcActor$1.apply(MdcActor.java:207)
at akka.actor.ActorCell$$anonfun$become$1.applyOrElse(ActorCell.scala:545)
at akka.actor.Actor.aroundReceive(Actor.scala:514)
at akka.actor.Actor.aroundReceive$(Actor.scala:512)
ERROR - 2018-04-11 09:33:00 [c.helper.JSONResponseBuilder] - Exception getting pcat objects for filter ((undefined_flag eq 1 AND delete_flag eq 0 AND sym LIKE '%%') AND owning_contract IS NULL): Error : AHD03053:Bad where clause: Parse error at : "(undefined_flag=1 AND delete_flag=0 AND sym LIKE '%%') AND owning_contract IS NULL" (Attr not found or not atomic)
ERROR - 2018-04-11 09:33:00 [c.ca.casm.framework.util.CasmFuture] - Exception occurred, see call stack for more details: userid (servicedesk)
java.util.concurrent.CompletionException: com.ca.casm.exception.CasmBaseException: Error : AHD03053:Bad where clause: Parse error at : "(undefined_flag=1 AND delete_flag=0 AND sym LIKE '%%') AND owning_contract IS NULL" (Attr not found or not atomic)
at java.util.concurrent.CompletableFuture.encodeThrowable(Unknown Source)
at java.util.concurrent.CompletableFuture.completeThrowable(Unknown Source)
at java.util.concurrent.CompletableFuture.uniWhenComplete(Unknown Source)
at java.util.concurrent.CompletableFuture$UniWhenComplete.tryFire(Unknown Source)
at java.util.concurrent.CompletableFuture.postComplete(Unknown Source)
Caused by: com.ca.casm.exception.CasmBaseException: Error : AHD03053:Bad where clause: Parse error at : "(undefined_flag=1 AND delete_flag=0 AND sym LIKE '%%') AND owning_contract IS NULL" (Attr not found or not atomic)
at com.ca.casm.actor.SdmGetObjectsActor.recvmsg1(SdmGetObjectsActor.java:274)
at com.ca.casm.actor.MdcActor$1.apply(MdcActor.java:207)
at akka.actor.ActorCell$$anonfun$become$1.applyOrElse(ActorCell.scala:545)
at akka.actor.Actor.aroundReceive(Actor.scala:514)
at akka.actor.Actor.aroundReceive$(Actor.scala:512)
ERROR - 2018-04-11 09:33:00 [c.ca.casm.actor.SdmGetObjectsActor] - Error doing select_count: Error : AHD03053:Bad where clause: Parse error at : "(undefined_flag=1 AND delete_flag=0 AND sym LIKE '%%') AND owning_contract IS NULL" (Attr not found or not atomic)

 

SDM logs show:

04/11 09:32:43.01 SDMServerName domsrvr 4008 ERROR domset.c 2846 Attribute undefined_flag not found in pcat:PDOB:PATTR:OB:MTH:
04/11 09:32:43.01 SDMServerName domsrvr 4008 ERROR where.y 908 Parse error at : "(undefined_flag=1 AND delete_flag=0 ) AND owning_contract IS NULL" (Attr not found or not atomic)
04/11 09:32:44.54 SDMServerName domsrvr 4008 ERROR domset.c 2846 Attribute undefined_flag not found in pcat:PDOB:PATTR:OB:MTH:
04/11 09:32:44.54 SDMServerName domsrvr 4008 ERROR where.y 908 Parse error at : "(undefined_flag=1 AND delete_flag=0 AND sym LIKE '%%') AND owning_contract IS NULL" (Attr not found or not atomic)
04/11 09:33:00.71 SDMServerName domsrvr 4008 ERROR domset.c 2846 Attribute undefined_flag not found in pcat:PDOB:PATTR:OB:MTH:
04/11 09:33:00.71 SDMServerName domsrvr 4008 ERROR where.y 908 Parse error at : "(undefined_flag=1 AND delete_flag=0 AND sym LIKE '%%') AND owning_contract IS NULL" (Attr not found or not atomic)

 

Resolution:

Check the Administration Function Access level for the role that the user is associated to in xFlow.  It should be set to  View or Modify.   Setting this to None causes the problem.

To check this access Service Desk Administration Tab -> Security and Role Management -> Role List ->  click on the role in question and look at the Function Access tab with Function = Administration

FunctionCodeFunction Level
AdministrationadminSHOULD BE SET TO VIEW OR MODIFY


No restart is needed,  just relogin to xFlow and retest