CA Service Management

Hi Team,

I have an incident ticket while changing priority from p3 to p1 its closed.In report its showing ticket is with p3 priority.

Can I use the following step for changing the priority?

IN Mssql database:

For table call_req:

Command :

(  update call_req set impact='4',urgncy='3',pri='18' where ref_num='90887';  )

After running above command can I change a ticket priority from p3 to p1? Whether it will effect any existing tickets or not and kindly suggest if it will reflect on report while we will generate report? 

Please suggest any method if I can resolve this issue.

Regards,

Jagatjyoti Dash

Jagatjyoti, running DBMS command to mdb is generally not recommended. In your case, if you have "edit_inactive" option installed with Yes value, you can search and edit the closed ticket(90887) to change its priority to 1. If you really

want to run SQL command, then after you properly backup the mdb, you can run

update call_req set pri=5 where ref_num='90887';

Thanks _Chi

sorry it should be

update call_req set priority=5 where ref_num='90887';

Thanking you Chi chen .....

Resolved this .... 

After doing update call_req set priority=5 where ref_num='90887'; it will not reflect directly there.

I have used "pdm_cache_refresh -t Call_Req" in application server.

Regards,

Jagatjyoti Dash