CA Service Management

Hello Team

We have 300 + groups created in servicedesk . Some of them are inactive. Now when we go to search incident and use filter option n search incidents by group. there we can also see those groups in dropdown which are inactive. It shouldnot be like this. Analyst then confuses.

Please how can this be resolved?

inscreenshot in red box...these are inactive groups but still showing...

Advise needed

Aamir,

Check out this knowledge document, hopefully it will help in your instance:

Autosuggest list includes both active and inactive - CA Knowledge 

Thanks Alex. i will follow this.

On 08-Mar-2018 12:21 am, "Alex_Perretti" <

Alex pls also confirm that we can apply this on 12.9 sdm....???

On 08-Mar-2018 12:21 am, "Alex_Perretti" <

Hi Alex

pls see below...its asking an arguement. while uploading... Please advise

The final command above should be:

pdm_load -f c:\pdmMacroParaTarget.txt > myoutput.txt

...but "c:\pdmMacroParaTarget.txt" almost certainly no longer contains what you were expecting, as its contents have been replaced by the output from the 'pdm_load' command.  So you'll have to retrace your steps a bit.

Regards,

James

hi James and Alex. This steps has been performed successfully...modified filed has been loaded successfully..and  run the cache command also...but still i can see inacitve  groups while filtering incidents.....

what could be issue now??

Aamir............

I would suggest opening a CA Support case for further investigation.

Please provide the CA Support case # once you have opened it.

Hi Paul...After recycle sdm the services....changes has been reflected now. 

Many THanks

Aamir,

I don't currently have a 12.9 to validate in, but if you perform the extract you should be able to see if the value is empty, like mentioned in the article. If it is empty, then yes, the solution will help.

ok many thanks

On 08-Mar-2018 12:49 am, "Alex_Perretti" <