CA Service Management

Hi Team,

I have CA Service Desk 14.1 running on Windows Server 2012 R2. I want to delete all the existing tickets in the system. When I am referring the following knowledge document:

http://www.ca.com/us/support/ca-support-online/product-content/knowledgebase-articles/tec000003437.aspx

It says:

Navigate to Application Setup >> Manage Configurations

But there is no such option of Application Setup in Administration Tab or any other Tab in ServiceDesk user login.

Kindly guide me on this.

Thanks & Regards,

Balram Singh Deswal

Hi Balram,  You would need to first do an edit in list and get all of the tickets closed.  Then you can do an archive and purge rule to purge those tickets that were closed "1 day go" and let it purge those on its own that next day after those tickets are all closed for the 1 day time period.  The link you gave to the tech doc is for Unified Infrastructure Management (UIM), not Service Desk specifically, so that wont work for you.  Take a look here at the archive and purge info at these two links to the documentation wiki site for 14.1:

https://docops.ca.com/ca-service-management/14-1/en/administering/configuring-ca-service-desk-manager/managing-your-database/how-to-archive-and-purge-historical-data

https://docops.ca.com/ca-service-management/14-1/en/administering/administering-ca-service-catalog/archive-and-purge-historical-data

This should help, and is really the only supported way to do this.

Thanks,

Jon I.

Hi Jon,

I need to delete the tickets data immediately after I close them. Can I write the query as close_date > EndAtTime(\'LAST_YEAR\') so that it will remove all the closed tickets. After that I will deactivate this rule so that it wont run again.

Kindly suggest.

Regards,

Balram