CA Service Management

Hello Team,

We are running on 14.1 AA mode. We have historical data since 2006 and most of the tickets are active and in pen status. Hence we ran a force closure script as follows :

TABLE Call_Req
    id ref_num active_flag close_date status
    { "1043156" ,"644843" ,"0" ,"01/01/2007 00:00:00" ,"CL" }
    { "1042008" ,"643693" ,"0" ,"01/01/2007 00:00:00" ,"CL" }
    { "1038048" ,"639753" ,"0" ,"01/01/2007 00:00:00" ,"CL" }
    { "1036993" ,"638698" ,"0" ,"01/01/2007 00:00:00" ,"CL" }
    { "1036394" ,"638099" ,"0" ,"01/01/2007 00:00:00" ,"CL" }
    { "1035485" ,"637184" ,"0" ,"01/01/2007 00:00:00" ,"CL" }

This script set the active tickets as inactive,status=close and close date =1st Jan 2017. Now we created a Purge Rule on Call_Req and Incident object and given "days inactive= 3000". When we ran it, it has not purged any ticket which has been forced closed with the script. But it purged any tickets which has been naturally closed 3000 days before.

Hence I think "days inactive" calculation is somehow failing on the Forced Closed tickets (though they are inactive/status=Close and Close_Date>3000 days). May I have any suggestion on this? Are we doing any mistake on the force closure script (using pdm_load command)?

Thanks

ArunavaS

Have you tried using the EDIT IN LIST feature to bulk close those tickets and then see if the Archive/Purge works?

This will likely work, pdm_load and pdm_userload bypass the object layer and will not update the table cache.  ArunavaS, if you run pdm_cache_refresh -t Call_Req it will update the table cache and the archive/purge rule should then work for the records you updated via pdm_load.

Hi ArunavaS

I agree with the opinion Grant says. I have experienced like the same situation as you with critical issue over 5 years ago. Although such operation is not supported, it should be purged after running the pdm_cache_refresh command as Grant says. Please try it and feedback the result here

Best regards, Kosei

Hello Grant,

Thanks for the suggestion. The solution you provided worked partially. I targeted 163 historical records from 2008. I set their active_flag=0, status=CL, resolve_date=29th Dec 2008, close_date=30th Dec 2008 with a load script. I ran pdm_cache_refresh -t Call_Req and tried Purge process on Call_Req and Incident object successively. And it purged 99 tickets out of 163 in two slots. However there after I tried another 3/4 times with no result. So I still have 64 records which are closed,inactive with close_date=30th Dec 2008, and skipped from the purge process.

I don't see any error in the stdlog or arcpur log obviously as these 64 records are somehow just not considered for purging. What could be the reason?

I have to run these purge process on 8 million records in Production and for sure I need to understand why these records were skipped in-spite all the fields satisfying the purge condition given under Purge rule. Any suggestion?

Thanks

ArunavaS

Oficial document

Archive and Purge Historical Data - CA Service Management - 14.1 - CA Technologies Documentation