CA Service Management

Hi I need to create a backup of tickets of one tenant , i required the backup of the attachements and logs too I am tried with Archive and Purge function but i dont know how to create the backup of all this things only for one tenant

I used the precharge rule Incident and  in the  Addicional Query field  i have this 

tenat = U'/4ED2E... id of tenant /

but at the moment of verify  the History dont show me anything 

Can you help me with a way to do this please

Have you tried tenant_id = U'/4ED2E.....'

Hi paul tank you for helpme

I tried but at the moment to put save  appears this

Do you get the same error with tenant = U'\4ED2E.....'

Since tenant_id is a UUID field, I don't think you need the backslashes.  Try the following.

tenant_id = U'4ED2E...'

At the moment to save without backslashes  this message appears

Can you run that same query in the additional arguments for Search Incident and let us know if it works?  That is formatted correctly.... Wonder if this is a bug?

Hi,

if you only want to extract all the data of this tenant for backup purpose only. you may simply want to use pdm_extract_tenant utility.

have a look below for usage:

https://docops.ca.com/ca-service-management/14-1/en/administering/configure-ca-service-desk-manager/setting-up-multi-tenancy/utilities-used-for-multi-tenancy

In the same way may you want to completely remove this tenant(after you did your backup) you can then use the pdm_tenant_delete.

the correct syntax for your purge rule is:

tenant=U\'4ED2E.....\'

Also note that this make take quite some time to appears in the history depending of the data to purge and current load of your system as purge have lower priority vs. other process.

Hope this help.

/J

It's interesting you have treat uuid fields as a string in some areas but not others.. Thanks for clearing that up!