Unknown column 'CALLREF' in 'field list'

Applicable to=Supportworks ESP

Unknown column 'CALLREF' in 'field list'

The Supportworks Messenger may display the following pop up error notification. This message can also be found in the swserver log file:

[5156] [MySQL][ODBC 3.51 Driver][mysqld-5.5.5-10.0.29-MariaDB]Unknown column 'CALLREF' in 'field list'

This is related to imports that the customer is trying to do. When you decline an import of a CI of type Hardware, the error was popping up because there was a primary key missing on table citype_genhdw_stage. In order to resolve this, set the primary key of citype_genhdw_stage to ck_config_item.

In order to do this you need to arrange some downtime to carry out the following:

1. stop all the Supportworks server services on the Supportworks server configuration. Then stop the Mariadb service on the windows services panel. 

2.Then take a backup of the table found in \hornbill\Mariadb\swdata database called citype_genhdw_stage.
 The three files citype_genhdw_stage.MYI, citype_genhdw_stage.MYD and citype_genhdw_stage.frm

3. Then restart the Mariadb services on windows services panel

4. Access interactive SQL and run the following statement:

ALTER TABLE citype_genhdw_stage ADD PRIMARY KEY (ck_config_item) 

Please confirm this command with your DBA

5. Then when you restart all Supportworks server services and decline an import of a CI the error should not pop up.

You have to run this on 4 stage tables citype_network_stage, citype_server_stage and citype_software_stage.