CA Service Management

Dear All,

We are using CA SDM 12.5, We need to configure the Holiday list to override the SLA. I have added the date in Regular Workshift and also I have installed SLA_Workshift_Override. Also I have configured Timezone and Workshift in both Service Type and Events. After restarting the services the SLA got breached on Holiday. My Work shift configurations are given below:

Regular Workshift Detail - Service Desk 

The SLA supposed to skip on October 2nd but on that day the SLA started from12 AM to 11:50 PM. Kindly help us to solve this issue as coming 18th is again a Holiday in our location.

Note: all the date which is added in Workshift is working as 24 hours SLA. I have checked through this command bop_cmd -f test.frg "check_workshift('09/29/2017 17:00:00', '10/02/2017 09:00:00','Regular')" 

C:\Documents and Settings\dtmid.admin\Desktop>bop_cmd -f test.frg "check_workshift('10/17/2017 16:00:00', '10/19/2017 10:30:00','Test')"

Workshift
---------
'Mon - Fri { 8:30 am - 6:00 pm }
05/01/2017
08/15/2017
10/02/2017
10/18/2017
12/25/2017
'

Start : '10/17/2017 16:00:00
'End : '10/19/2017 10:30:00
'Duration in seconds: '100800
'Duration in minutes: '1680'
Duration in hours: '28.000000'

The Duration in hours should show : ' 04.000000'

Thanks in advance.

Hi Thanveer,

I want to first just mention that you are on SDM 12.5 which has been out of support for many years now.  I would highly suggest that you upgrade to a supported version of the product so that we can assist you on support cases if needed.  Additionally the updated versions of the products have several fixes included in them for the workshift functionality.  I am not sure whether this is a bug or not that you are running into and I dont have a 12.5 machine available to test this out myself at the moment.  I am not sure I completely follow how you have this set up.  I am not sure why the duration in hours should show "04.000000" because you have the times set from 4pm on 10/17 to 10:30am on 10/19 - which would be more than 4 hours, so I am not sure I totally understand what you are expecting on this part.  

Perhaps these documents can help you out a bit with this: 

Defining a Workshift so as to avoid SLA's firing on a holiday https://support.ca.com/us/knowledge-base-articles.tec599190.html

Are there any best practices for Workshifts and Service Types? 

Let us know,
Jon I.

Dear Jon Israel 

Thank you for the instant response, We are aware that we are in a Outdated version. Our Management team is in the process of procuring latest version of CA tools. Coming to your question, the The Duration in hours should show : ' 04.000000' because I have configured 18/10/2017 as a holiday so the duration of SLA is 

Start : '10/17/2017 16:00:00 ( 08:30 am to 06:00 pm ) so 2hrs
On : '10/18/2017   ( Holiday No SLA should be active )

End: '10/19/2017 10:30:00 ( 08:30 am to 06:00 pm ) so 2hrs

Duration in hours: '4.000000'

But is shows 

Start : '10/17/2017 16:00:00
'End : '10/19/2017 10:30:00
'Duration in seconds: '100800
'Duration in minutes: '1680'
Duration in hours: '28.000000'

It is clear that on 10/18/2017 the SLA over ride is not functional. Also I have configured this workshift using the same documents which you have attached. Suggest you to provide the workshift configuration for CA SDM 12.5 version so that I can crosscheck.

Would you mind to attach your test script test.frg ?

Btw. I just did a small test with a selfwritten script on my box(17.0) with your example data  and it was working fine (stating 4 hours)...

Regards

...............Michael

Dear Michael Mueller ,

Sure I am attaching the Test script. This file is copied from the CA Communities page. Thank you for response.

The Test script was copied from this technical Document

How to validate that a workshift is correct? 

Note: Also this was for CA SDM version 12.9/14.1

Hi.

Thank you. I checked the script and it looks fine, in fact similar to what I just wrote on my own .

I tested the script on a 12.6 System as well, and also there the result was correct :

bop_cmd -f test.frg "check_workshift('10/17/2017 16:00:00', '10/19/2017 10:30:00','Test')"

Workshift
---------
'Mon - Fri { 8:30 am - 6:00 pm }
05/01/2017
08/15/2017
10/02/2017
10/18/2017
12/25/2017
'
Start : '10/17/2017 16:00:00
'End : '10/19/2017 10:30:00
'Duration in seconds: '14400
'Duration in minutes: '240'
Duration in hours: '4.000000'

So it really seems to be a 12.5 problem.

Just one last chance: for making sure, that there are no strange bytes or characters in your workshift definition, which might cause the wrong behaviour, do the following:

pdm_extract -f "select sym, sched from Bop_Workshift where sym='Test'"

and post the outcome here.

the result of the above command for me looks like:

 { "Test" ,"Mon - Fri { 8:30 am - 6:00 pm }\\001205/01/2017\\001208/15/2017\\001210/02/2017\\001210/18/2017\\001212/25/2017" }

And a second idea: what happens if you try to use the following workshift?

Mon - Fri { 8:30 am - 6:00 pm }
05/01/2017 {}
08/15/2017 {}
10/02/2017 {}
10/18/2017 {}
12/25/2017 {}

Thanks

...........Michael

Dear Michael Mueller,

As per your command I have executed and got the same output.

C:\Documents and Settings\dtmid.admin\Desktop>pdm_extract -f "select sym, sched

from Bop_Workshift where sym='Test'"
TABLE Bop_Workshift
sym sched
{ "Test" ,"Mon - Fri { 8:30 am - 6:00 pm }\\001205/01/2017\\001208/15/20
17\\001210/02/2017\\001210/18/2017 \\001212/25/2017 " }
Bop_Workshift
rows:1

Later I have added empty braces in holiday list ({}) also tried ({ }) both and executed the date query.

C:\Documents and Settings\dtmid.admin\Desktop>bop_cmd -f test.frg "check_workshift('10/17/2017 16:00:00', '10/19/2017 10:30:00','Test')"

but it returned with a error 

after that I have restored to only date format and then I have tried to execute the same script but still it returned with the same error. Since it is a production environment I cannot do further debugging kindly suggest.

Thank you very much.

Unfortunately, it really seems that the problem is related to your SDM 12.5 Version.

Even though I'm wondering, that nobody complained about this behavior when 12.5 was still supported.

I'm also wondering, that after changing the workshift back to its initial content the script call still fails.

Based on your screenshot, it seems that you called the script with a wrong Workshift Name... The Output

Workshift
-----------
'
'

looks strange. I get the same output, if I specify a wrong Workshift Name.

Dear Michael Muller,

You are right I have created a Test named workshift in SDM today morning and disabled it. Now the active workshift is Regular.

C:\Documents and Settings\dtmid.admin\Desktop>pdm_extract -f "select sym, sched
from Bop_Workshift where sym='Regular'"
TABLE Bop_Workshift
sym sched
{ "Regular" ,"Mon - Fri { 8:30 am - 6:00 pm }\\001205/01/2017\\001208/15
/2017\\001210/02/2017 \\001210/18/2017\\001212/25/2017" }
Bop_Workshift
rows:1

There is some space gap in the output.

After adding the braces the output is same:

C:\Documents and Settings\dtmid.admin\Desktop>bop_cmd -f test.frg "check_workshi
ft('10/17/2017 16:00:00', '10/19/2017 10:30:00','Regular')"

Workshift
---------
'Mon - Fri { 8:30 am - 6:00 pm }
05/01/2017 { }
08/15/2017 { }
10/02/2017 { }
10/18/2017 { }
12/25/2017 { }
'

Start : '10/17/2017 16:00:00
'End : '10/19/2017 10:30:00
'Duration in seconds: '100800
'Duration in minutes: '1680'
Duration in hours: '28.000000'

I wonder how the SLA of 18th October starts from 12 AM and ends at 11:59 PM. Even it is not reflecting as holiday it should count SLA from { 08:30 AM to 06:00 PM } right? Why it is calculating for 24 hrs. But if we execute the script for other working days it is calculating as per regular workshift. strange...

I am attaching the other Workshifts we have for your reference.

Hi Thanveer,

I believe that Michael is correct here - this appears to be an issue specific to 12.5 and 12.6, but may be fixed in the cumulative patches for those versions.  Can you tell us what cumulative patch level your 12.5 system is currently at?

Also take a look at this page:  https://support.ca.com/us/download-center/problem-detail.html?docid=553399&productcd=USRD&problemnbr=1742 

It is a very similar issue around the same area of the code that was corrected in CP2 for 12.5, so that could be an option for you, however, if you dont have CP2 in place already and you need to apply it, it will require you to rebuild all of your custom forms, so at that point I would recommend just waiting until you upgrade to a supported version of the product.

Thanks,

Jon I.

Dear Michael and Jon,

First of all Sorry I was wrong with the SDM version its CA SDM 12.6 

About CA Service Desk Manager   Release: r12.6

Version: 'SDr12_6-165'
Also I am not sure weather Cumulative patch is installed or not but document which you shared has the same problem hope this patch solve our issue. But I am not able to download the patch, also attaching the Gen level file and .His file for version reference.

Correct - the patches for 12.6 are no longer available as the version is no longer supported.  

Dear Jon,

I think we have installed the cumulative patch #2 installed in our server because in the patch RO41382.txt file it is saying that 

* ____________________________________________________________________________ * * ID:                18                                                          * PRODUCT:           USRD                                                        * RELEASE:           12.6                                                        * DESC:             WIN-USRD-C     R12.6     CUM2      FIX      ENGLISH          * SYSTEMS AFFECTED: WINDOWS                                                      * SOLUTION TEXT:                                                                                      >>>  ATTN:  APPLICABLE  LANGUAGES <<< >>>ENGLISH<<<                              >>>>>>>>>>>>>>>>>><<<<<<<<<<<<<<<<<<                                             This CA  Service Desk  Server component  cumulative                              patch contains  fixes that  were created  after the                              general availability of CA Service Desk r12.6.                                   Important  Note:  =================  The  following                              files  will  be  copied  to the $NX_ROOT\doc folder                              after applying the patch successfully:                                           Deliverable_List_in_Cumulatives_for_Windows.html                                 Deliverable_List_in_Cumulatives_for_Windows.txt                                  Post_Installation_Steps_and_backout_procedure_for_                               Cumulatives_in_Windows_LANG.html                                                 Post_Installation_Steps_and_backout_procedure_for_                               Cumulatives_in_Windows_LANG.txt                                                  USRD_CMN_FixList.html USRD_CMN_FixList.txt   

         So as per the text file we have the following doc listed in $NXRoot/Doc folder I have attached the screen shot. Could you say any other way
to check whether the Cumulative patch 2 is installed or not in CA SDM 12.6?

You can also can try to change Mon - Fri { 8:30 am - 6:00 pm } to  Mon - Fri { 8:30 - 18:00 }

Hi, from screenshot you provided i believe that ctime.dll that contains workshift_abs2work is failing for some reason. Also You can try to change script.

  int tmpDuration;

try to change to

duration tmpDuration;

and

tmpDuration = (int)workshift_abs2work(wrkshft_schedule, start_date, end_date);

to

tmpDuration = workshift_abs2work(wrkshft_schedule, start_date, end_date);

Dear Gutis,

Thanks for the reply, i have made changes in the script and executed it. the script returned with an error:

C:\Documents and Settings\dtmid.admin\Desktop>bop_cmd -f test.frg "check_workshift('10/17/2017 16:00:00', '10/19/2017 10:30:00','Regular')"
test.frg (81) at ";" (Variable type mismatch)
test.frg (83) at ";" (Variable type mismatch)
Error parsing file test.frg

Gutis  - any ideas on this one for Thanveer?

Change the following lines

hours=tmpDuration/3600;

minutes=tmpDuration/60;

to

hours=(int)tmpDuration/3600;

minutes=(int)tmpDuration/60;

also change

float hours;

to

int hours;

and add

int minutes;

Thanks Giedrius!

@Intellect_Design  are you good to go on this one?

Dear Gutis,

As per your request I hav emade the changes in script but still the output is same. Also even if the script executes and produces the correct output (02:00:00 hrs) how it will affect in Workshifts in CA SDM.

 I am attaching the updated script file for reference.

c:\Documents and Settings\dtmid.admin\Desktop>bop_cmd -f test.frg "check_workshift('10/17/2017 16:00:00', '10/19/2017 10:30:00','Regular')"

Workshift
---------
'Mon - Fri { 8:30 am - 6:00 pm }
05/01/2017
08/15/2017
10/02/2017
10/18/2017
12/25/2017
'

Start : '10/17/2017 16:00:00
'End : '10/19/2017 10:30:00
'Duration in seconds: '100800
'Duration in minutes: '1680'
Duration in hours: '28.000000'

C:\Documents and Settings\dtmid.admin\Desktop>

Dear Jon,

I think we have installed the cumulative patch #2 installed in our server because in the patch RO41382.txt file it is saying that 

* ____________________________________________________________________________ *
* ID:               18                                                        
* PRODUCT:           USRD                                                       
* RELEASE:           12.6                                                       
* DESC:             WIN-USRD-C     R12.6     CUM2      FIX      ENGLISH         
* SYSTEMS AFFECTED: WINDOWS                                                     
* SOLUTION TEXT:                                                                                
      >>>  ATTN:  APPLICABLE  LANGUAGES <<< >>>ENGLISH<<<                            
  >>>>>>>>>>>>>>>>>><<<<<<<<<<<<<<<<<<                                           
  This CA  Service Desk  Server component  cumulative                          
    patch contains  fixes that  were created  after the                           
   general availability of CA Service Desk r12.6.                                
   Important  Note:  =================  The  following                          
    files  will  be  copied  to the $NX_ROOT\doc folder                           
   after applying the patch successfully:                                          
 Deliverable_List_in_Cumulatives_for_Windows.html                                
Deliverable_List_in_Cumulatives_for_Windows.txt                                 
 Post_Installation_Steps_and_backout_procedure_for_                            
   Cumulatives_in_Windows_LANG.html                                               
  Post_Installation_Steps_and_backout_procedure_for_                             
  Cumulatives_in_Windows_LANG.txt                                               
   USRD_CMN_FixList.html USRD_CMN_FixList.txt   


         So as per the text file we have the following doc listed in $NXRoot/Doc folder I have
attached the screen shot.Could you say any other way to check whether the Cumulative
patch 2 is installed or not in CA SDM 12

Hi Thanveer - look at your histor (servername.HIS) file located in the service desk root directory and see if it shows RO41377 applied.  That is the binary patch for CP2 for 12.6.

Again, we are no longer supporting 12.6, so we highly recommend that you consider upgrading to a supported version of the product so that if this doesnt work, you would be able to open a support ticket with us to troubleshoot it.  We will not be able to do that for 12.6.

Thanks,

Jon