CA Service Management

Hi all,

we have a development environment that currently contains 180000 open tickets.

We are running CA SDM 17.1.
Therefore, the MSSQL database is currently over 10GB in size. I am looking for a way to archive or delete these tickets from the database - we do not need these tickets.
I found the following DocOps link, but I think it only works for closed incidents.

How to Archive and Purge Historical Data - CA Service Management - 17.1 - CA Technologies Documentation 

I can't touch and close each ticket manually.
Is it possible to delete the tickets from the table at database level? But there I will probably get problems with table references?

Alternatively, it is possible to mark an incident as closed at database level and then work with the regular archiving process.
Perhaps there are such possibilities.

Kind regards,

Tobias

Hello ahd,

these pages may probably help with your requirement:

• close bulk tickets with comments in CA service desk r12.7. 
• https://communities.ca.com/message/242052139-re-log-comment-while-closing-bulk-tickets-in-backendpdmloadpdmuserload?comm… 

The first one is the most elaborated and flexible approach.

You need to adjust the spellcode in line 27 with a where clause that fits to your needs:

Just "active = 1" should probably to the trick here to catch all non-closed Incident / Problem / Request tickets.

In line 57 you need to set the targeted status code for those tickets to your desire (probably: "CL" ?):

Please be aware of the authors statement:

test it well and use it at your own risk.

Best Regards

Udo

In the Search tickets (incidents, requests) return page has "Edit in List" button. You can change status to close for the tickets on the list. It would allow you to close many tickets in shot.

Maybe you can try this and it is way easier...

edit the itil_arcpur_cfg.xml file in site\cfg folder to remove the requirement for open tickets. For example, for cr(call request), change

<default_query>type = 'R' AND active=0</default_query>

to

<default_query>type = 'R'</default_query>

so being open is not excluded. I don't test this yet and simply throw out here for your consideration. Thanks _Chi

Thank you so much - works perfectly for our requirements.

Now we have to wait about one day to delete 180.000 test incidents, but this would be fine.

Thanks,

Tobias

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