CA Service Management

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  • 1.  Scorecard issue

    Posted 13 days ago
    Edited by Ahmer Ali Khan 13 days ago

    Dear Experts,

    One of our employee facing this scorecard issue, he made some changes by mistake and now he cannot see the menu under scorecard for example

    My Queue
    Incidents
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    etc

    how can i revert back to normal? please help me i am attaching the screenshot aswell.



  • 2.  RE: Scorecard issue

    Posted 12 days ago

    Hi Ahmer,

    Has the employee tried using the Reset Tree option within the scorecard modification screen ?

    Regards

    Joe




  • 3.  RE: Scorecard issue

    Posted 12 days ago

    Dear Joe,

    I have tried to reset but its not working. I am attaching the screenshot of how its displaying right now and how it should be displaying.




  • 4.  RE: Scorecard issue

    Posted 12 days ago

    If you view the users Role in the scoreboard editor, does the scoreboard look ok ?




  • 5.  RE: Scorecard issue

    Posted 12 days ago
      |   view attached

    Role is MCB_Analyst: but if that user logins in and in scoreboard editor and in role if i select MCB_Analyst it showing nothing. but others users can see.




  • 6.  RE: Scorecard issue

    Posted 12 days ago

    Sounds like your colleague has wiped out the scoreboard for the role - you can prove this by creating a new user and logging in with that role.

    When a user customizes a scoreboard, they get their own copy of the scoreboard, you can see these different versions by doing the following extracts:

      pdm_extract -f "Select * from User_Query where obj_persid like 'cnt:%'"
      pdm_extract -f "Select * from User_Query where obj_persid like 'role:%'"

    You can look for the specific role and user scorebaords like this:

      ### Get Role scoreboard
      pdm_extract -f "Select id from usp_role where name = 'Level 1 Analyst'"
        TABLE usp_role
              id
              { "yyyyy" }

      pdm_extract -f "Select * from User_Query where obj_persid = 'role:yyyyy'"

      ### Get Users specific Role scoreboard
      pdm_extract -f "select id from ca_contact where userid='users name'"
      TABLE ca_contact
            id
            { "xxxxx" }

      pdm_extract -f "select * from User_Query where obj_persid = 'cnt:xxxxx' and role_persid ='role:yyyyy'"

    If you find the role one has gone, you may have to do some data manipulation to recover it from another users copy.

    Regards

    Joe




  • 7.  RE: Scorecard issue

    Broadcom Employee
    Posted 12 days ago

    You might want to check out this KB article about resetting an user scoreboard.

    Make sure to have a MDB backup

    https://knowledge.broadcom.com/external/article?articleNumber=261077



    ------------------------------
    Paul Coccimiglio
    [JobTitle]
    [CompanyName]
    ------------------------------



  • 8.  RE: Scorecard issue

    Posted 12 days ago

    Paul,

    It is worth noting that if the user has multiple roles, the steps in the knowledge article will remove all their custom scoreboards 

    pdm_extract -f "Select * from User_Query where obj_persid = 'cnt:XXXX' " > user_reset.dat 

    where cnt:XXXX refers to the value returned for ID in the previous step.

    If the requirement is to only revert for a specific role that the condition also needs to consider role_persid 

    pdm_extract -f "Select id from usp_role where name = 'Level 1 Analyst'" 
    pdm_extract -f "Select * from User_Query where obj_persid = 'cnt:XXXX' and role_persid = 'role:yyyy'" > user_reset.dat 

    where cnt:XXXX refers to the value returned for contact ID and role:yyyy refers to the required role

    Regards

    Joe