CA Service Management

Hello Team

can we extract  some particular dates tickets  from sdm 12.6  and load it on sdm17.0? Like I want to extract from the following query and then load it to sdm17.??

please advise

pdm_extract -f "select * from call_req where open_date>=date '2017-05-01'" > c:\tickets_range.txt

Hi Aamir,

The best possible solution is to enable the Archive /Purge rules on the particular Ticket object (CR / IN / PR) to get the best possible corresponding data related to those tickets. If you can't run the archive purge, then you have to fall back onto pdm_extract commands and run the pdm_load commands to restore the data.

Thanks and Regards,

Maheshwar Kusuma

Visit Service Desk Manager TEC Docs at
http://www.ca.com/us/support/ca-support-online/support-by-product/ca-service-desk-manager.aspx

Visit CA Service Catalog TEC Docs at
http://www.ca.com/us/support/ca-support-online/support-by-product/ca-service-catalog.aspx

Aamir,

You may want to refer to this documentation in regards to the SDM commands below:

https://docops.ca.com/ca-service-management/14-1/en/reference/ca-service-desk-manager-reference-commands/technical-reference/ca-sdm-pdm-database-commands

Even with archive and purge, you cant load that data from the old version to the new version.    We do not support manual loading of tickets from one system to another.  Too much risk of dangling references to things like contacts etc.

Jon I.

hi Jon

We have setup replica of our current production sdm 12.6 and then migrated

replica sdm 12.6 to sdm 17.0 with advance availability feature . Now we

need make up-to-date  migrated system as production till date  so we will

be able to go live. There are tcikets which r outstanding and we need to

move those tickets to our migrated system . At point  what CA advise ? ???

On 28-Jul-2017 10:35 pm, "Jon_Israel" <

Hello Aaimir,

Best practice solution.

1. Stand up a test environment. Move your production system there. Test the upgrade to the current release. Confirm everything works. 

And when it does BUILD A RUN SHEET.

1.5 Repeat as needed on test.

Production system runs and keeps accumulating new tickets.

2. At the time of upgrading production, backup everything. Preferably with virtual machine snapshots. Implement your runsheet against production.

You should NOT as a best practice solution be thinking of partial table loads. You'll get yourself into a tangle there.

To be clear, it can be done. But it requires an experienced set of hands that knows exactly what to extract, to remap and to reload. This is a CA Services or CA Business Partner engagement and would need to be carefully checked. It is only used when the circumstances dictate it is the best solution.

I'll echo Jon's advice. Please have a look at the above recommendation and build around a run sheet and upgrade scenario. Not against a data load scenario.

Having said that, you may possible be able to Archive and Purge everything EXCEPT your production data that has changed. Then upgrade the test system again to the new release. Then do data extracts and data loads on the same version. It would be cleaner than moving data between versions.  But again, this is a case that you'd want to really know what you're doing, and I'd recommend getting some help in. Otherwise you run the risk of taking tickets but not activity logs, or something similar, and it could get real messy real fast.

Thanks, Kyle_R./

Not only it is not supported...it will not work...

Take, for example, in 12.6, the assignee of request 123456 is "Joe, Joe" and pdm_extract will extract

the uuid of "Joe, Joe" as 37FX34567123. Next, you take the output file and pdm_load to 17.0, who

is 37FX34567123? as in 17.0, the same user "Joe, Joe"'s uuid could be 387FF34908.