CA Service Management

While quering the system for "CLOSED" tickets, it doesnt show all the records. Is there any way i can be sure the query is working fine ??

Note the closed tickets showshow in the same day which i close and next day it given" No incidents found" it locks l  

My application is CA ServiceDesk 12.5

Thanks

Hi,

this sounds strange, could you check your Archive and Purge rules (on Admin tab), they might be configured to instanly archive all closed tickets in your environment.

Regards,

cdtj

Hi cdtj

this is secreen shoot of my system

Hi Mohammed,

Few things here.  What we need to see is a screenshot of your Archive and Purge rules, not the options manager options.   Please show us the details of the archive and purge rule for requests/incidents etc.   Typically the problem you are seeing happens when folks set up an archive and purge rule to purge data that is more then X number of days old - meaning that it was closed X number of days ago, and they are checking that ticket more than X number of days later, thus its no longer in the system as it was archived/purged by the rule.  

As a side note, I wanted to also mention here that the release you are on (12.5) has been out of support for nearly 4 years now.  I would highly recommend that you upgrade to the latest release of the product (14.1.03) as soon as possible.

Thanks,

Jon I.

Hi Jon

thanks for your helpful reply it help me to find the solution as i think.

I will attach screenshot of my system archive and purge rule for requests/incidents etc after changing the (Days Inactive) from 1 day to 600 days. is this will solve the issue or theris any thing more to do?!

hi,

should be enough to resolve your issue.

but I think that data lifecycle (until it will be purged) should be configured depending on your enterprise policies and not on sdm admin's mood 

Regards,

cdtj

Hi Mohammad ,

R12.5 is End of Support long time back. However you may still have scope to download  the latest cumulative patch of R12.5 from the support.ca.com.

I would recommend you to query directly against the MDB to validate the resultset .

Select * from Call_req where status = 'CL and Close_date >= XXXXXXXX .

Note : Date are captured in Unix time format. you may use any of the date conversion tool to get the detail, and use it in your Query.

~Vinod.