Unknown column 'CALLREF' in 'field list'

Applicable to=Supportworks ESP

Unknown column 'CALLREF' in 'field list'

Supportwork error coming up multiple days during the day on the Supportworks messenger. This message can also be found in the swserver logs. Several times during the day this error message may pop up:

[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.