PRODUCT: Unicenter Service Desk RELEASE: 12.6PROB #: 2213 FN:
T5ET452 FT: D33 DATE: 19 Feb 2013 STARTRAK PRODUCT NAME: USRD (Star
Problem Product)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 onUNIX (patch RO47072) or later of ApplyPTF must beapplied
prior to applying this PTF.The most recent version can be found at:
http://supportconnectw.ca.com/public/ca_common_docs/latest_applyptf.aspPREREQS:
RO53134_____________ ____________________ ____________________
____________________ ____________________ ____________________
____________________ ____________________ ____________________
MPREREQS: NoneCOREQS: NoneMCOREQS: NoneSUPERSEDED:
T5U3142_____________ T5U3150_____________ ____________________
____________________ ____________________ ____________________
____________________ ____________________ ____________________
KEYWORDS: ERROR_______________ INCORRECT___________
ACTIVITY____________ LOG_________________ STATUS______________
MOHAB11_____________ ____________________ ____________________
____________________ ____________________ ____________________
____________________ T5ET452_____________ 0000________________
OPSYS:WINDOWS_______ HYPER: NODISTRIBUTION CODE: I (A=Available,
I=Internal)DOWNLOAD INFORMATION:NODE: ftp.ca.comPATH:
/CAproducts/unicenter/USRD/nt/0000/T5ET452FILES:
T5ET452.D33________ T5ET452.CAZ________ ___________________
___________________ ___________________ ___________________PRE:
RO53134PRE:REQ:REQ:SUP: T5U3142 T5U3150PROBLEM 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 2012inc_valid_trans.htmpl_tagged 15489 TUE NOV 20 02:30:30
2012inc_valid_trans.xml 309 TUE NOV 20 02:30:30 2012msg_cat.jscmp
153361 TUE NOV 20 02:34:35 2012msg_cat.jssdk 156911 TUE NOV 20
02:34:35 2012request_status_change.htmpl 13702 TUE NOV 20 02:29:14
2012request_status_change.htmpl_tagged 14185 TUE NOV 20 02:29:14
2012request_status_change.xml 3067 TUE NOV 20 02:29:14
2012change.maj 60731 THU AUG 16 01:52:23 2012chgpcd.spl 540470 WED
AUG 29 05:21:35 2012cm.maj 123231 THU AUG 16 01:44:18 2012cmpcd.spl
1473463 WED AUG 29 05:16:01 2012isspcd.spl 282585 WED AUG 29
05:31:45 2012issue.maj 56539 THU AUG 16 01:53:32
2012issue_status_change.htmpl 9829 FRI NOV 23 19:15:29
2012issue_status_change.htmpl_tagged 10186 FRI NOV 23 19:15:29
2012issue_status_change.xml 2960 FRI NOV 23 19:15:29
2012order_status_change.htmpl 5194 FRI NOV 23 19:14:02
2012order_status_change.htmpl_tagged 5551 FRI NOV 23 19:14:02
2012order_status_change.xml 3061 FRI NOV 23 19:14:02 2012PROBLEM
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
