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Purge Fails with Forced Close Tickets

Question asked by ArunavaS on May 26, 2017
Latest reply on May 29, 2017 by ArunavaS

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

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