PRODUCT: Unicenter Service Desk

PROB #: 2213
FN: T5ET452
FT: D33
DATE:
STARTRAK PRODUCT NAME: USRD (Star Problem Product)

RELEASE: 12.6
19 Feb 2013

PROBLEM SYMPTOM: WIN-INCORRRECT ACTIVITY LOG MESSAGE ADDED TO A TIC

---------------------------------------------------Incorrect status change activity log messages are
added for any ticket type
even though the status does not change.
Steps to Reproduce:
1. Add a new Site-defined macro for object type
'Request/Incident/Problem '
and attach a condition on attribute
'Resolution Code' to be 'Not Empty/
Null'.
2. Open 'Incident Transition Detail' page for
edit:
From Status: 'Open'
To Status: 'Resolved'
3. Check the 'Must Comment' box and add the
Macro created in Step 1 as
Condition.
4. Create an Incident with status as 'Open'.
5. Edit the Incident and change the status to
'Resolved' and click on 'Save'
button.
6. 'Status change' window will pop up. Enter
some text in 'User Description'
field.
7. Click on 'Save' on incident detail page again.
8. An error is thrown asking user to select a
'Resolution Code'
9. Click on 'Save' button again.
10.The Incident would be saved with status as
'Open'.
Also an activity log of type 'Resolved' is
added to the ticket even though
the ticket is in 'Open' status.
The correction of this problem should be
available via a test fix patch.
Please open a Technical Support issue to request
it if desired.

Version 3.1.4 on WINDOWS/NT (patch RO47072) or 2.9.1 on

UNIX (patch RO47072) or later of ApplyPTF must be
applied prior to applying this PTF.
The most recent version can be found at:
http://supportconnectw.ca.com/public/ca_common_docs/
latest_applyptf.asp

PREREQS:

RO53134_____________ ____________________ ____________________

____________________ ____________________ ____________________
____________________ ____________________ ____________________

MPREREQS:

None

COREQS:

None

MCOREQS:

None

SUPERSEDED: T5U3142_____________ T5U3150_____________ ____________________

____________________ ____________________ ____________________
____________________ ____________________ ____________________
KEYWORDS: ERROR_______________
LOG_________________
____________________
____________________
T5ET452_____________

INCORRECT___________
STATUS______________
____________________
____________________
0000________________

ACTIVITY____________
MOHAB11_____________
____________________
____________________
OPSYS:WINDOWS_______

HYPER: NO
DISTRIBUTION CODE: I (A=Available, I=Internal)
DOWNLOAD INFORMATION:
NODE: ftp.ca.com
PATH: /CAproducts/unicenter/USRD/nt/0000/T5ET452
FILES: T5ET452.D33________ T5ET452.CAZ________ ___________________
___________________ ___________________ ___________________
PRE: RO53134
PRE:
REQ:
REQ:
SUP: T5U3142 T5U3150
PROBLEM FIX: OTHER (ZAP,RELO,SMP,UPDSRC,UPDREX,SRC,REX,MOD OR OTHER)
UPDATED ROUTINES:
--------------inc_valid_trans.htmpl
15489 TUE NOV 20 02:30:30 2012
inc_valid_trans.htmpl_tagged
15489 TUE NOV 20 02:30:30 2012
inc_valid_trans.xml
309 TUE NOV 20 02:30:30 2012
msg_cat.jscmp
153361 TUE NOV 20 02:34:35 2012
msg_cat.jssdk
156911 TUE NOV 20 02:34:35 2012
request_status_change.htmpl
13702 TUE NOV 20 02:29:14 2012
request_status_change.htmpl_tagged
14185 TUE NOV 20 02:29:14 2012
request_status_change.xml
3067 TUE NOV 20 02:29:14 2012
change.maj
60731 THU AUG 16 01:52:23 2012
chgpcd.spl
540470 WED AUG 29 05:21:35 2012
cm.maj
123231 THU AUG 16 01:44:18 2012
cmpcd.spl
1473463 WED AUG 29 05:16:01 2012
isspcd.spl
282585 WED AUG 29 05:31:45 2012
issue.maj
56539 THU AUG 16 01:53:32 2012

issue_status_change.htmpl
9829 FRI NOV 23 19:15:29 2012
issue_status_change.htmpl_tagged
10186 FRI NOV 23 19:15:29 2012
issue_status_change.xml
2960 FRI NOV 23 19:15:29 2012
order_status_change.htmpl
5194 FRI NOV 23 19:14:02 2012
order_status_change.htmpl_tagged
5551 FRI NOV 23 19:14:02 2012
order_status_change.xml
3061 FRI NOV 23 19:14:02 2012
PROBLEM RESOLUTION: Follow the instructions below:
The following PREREQS must be applied before applying this fix:
RO53134
This fix Supersedes the following :
T5U3142 T5U3150
SERVER INSTALLATION:
-------------------1. This test fix requires CA Service Desk Manager r12.6 to be
installed. This fix must be applied on the primary server and all
secondary servers. Install this test fix on a test or development
system first and test it before moving to production.
2. This test fix requires shutting down CA Service Desk Manager
Server. This installation will automatically stop CA Service Desk
Manager server when installing this fix on the primary server.
CA Service Desk Manager on the primary server needs to be
manually shutdown when installing this fix on a secondary server.
3. You must use an account with administrator privileges to install
this test fix.
4. Place received files for this test fix in $NX_ROOT\Patches
directory. The $NX_ROOT\Patches directory may not exist if this is
the first fix you are applying to your system. If it doesn't exist
please manually create it.
5. To apply this test fix:
- Run the following command:
APPLYPTF
- Select the first option:
Apply PTF to local or remote nodes
- Click Next
- Click Browse and select $NX_ROOT\Patches\T5ET452.caz file
- Leave all other options intact unless the node name is incorrect
- Click Next to install the fix
6. This test fix may contain files that can be customized manually,
or via Web Screen Painter. For a list of files updated by this
fix, see section UPDATED ROUTINES in this document.
If the files delivered by this test fix have been customized, then
you should manually merge or re-apply your customizations to the
files delivered by this test fix.
(OPTIONAL)
7. The installation of this test fix will automatically clear the
webengine cache.
To manually refresh the webengine cache, use the following
commands:

pdm_webcache -H
pdm_webcache -b

Note: If the files that are replaced during the patch application
process are not present, or not in the expected locations,
the patch may not apply properly. Please review the Applyptf
log file for additional information or contact CA Support
for assistance.
*********************************************************************
* To Backout this test fix:
*
*********************************************************************
1. You must use an account with administrator privileges to backout
this fix.
2. Shutdown CA Service Desk Manager server
3. To backout:
- Run the following command:
APPLYPTF
- Select the following option:
Backout PTF on local or remote nodes
- Click Next
- Enter T5ET452 in the first field
- Leave all other options intact unless the node is incorrect
- Click Next to backout the fix
4. Replace back your customized files if needed.
(OPTIONAL)
5. Run the following command to refresh the webengine cache:
pdm_webcache -H
pdm_webcache -b