Clarity Service Management

Expand all | Collapse all

CO tickets list not showing

Jump to Best Answer
  • 1.  CO tickets list not showing

    Posted 10-30-2018 02:59 AM

    Hi Team

     

    We have issue with CO ticket. When search for CO tickets.. its shwoing like this below. Pls help

     

     



  • 2.  Re: CO tickets list not showing

    Posted 10-30-2018 04:25 AM

    you may eventually have a error in you list_chg htmpl form

    did you see any error in your browser console?

    did you customize that file?

    Please provide as much as info possible for us to be able to help

    /J



  • 3.  Re: CO tickets list not showing

    Posted 10-30-2018 04:52 AM

    Hi Mayer

     

    yes i do have customized this form. and it was working fine day before. the came when i exported the data from chg table from pdm_extract command.... 

     

    However,.. i have removed this customized list chg file and use the default one but still the issue is same.



  • 4.  Re: CO tickets list not showing

    Posted 10-30-2018 05:25 AM

    ok strange.

    did you made any manual data manipulation in this table?

    look like the chche is not in synch anymore

    can you try to do:

      pdm_cache_refresh -t Change_Request

     

    and see if data coming back in the UI

    /J



  • 5.  Re: CO tickets list not showing

    Posted 10-30-2018 05:36 AM

    Yes i did manual data manipulation and upload the file successfully..but on

    UI i cant see CO list

     

    On Tue, Oct 30, 2018, 2:26 PM jmayer <communityadmin@communities-mail.ca.com>



  • 6.  Re: CO tickets list not showing

    Posted 10-30-2018 05:38 AM

    Hi Aamir,

     

    There is no way pdm_extract can mess up a form. All that it does is to extract data from a table. Did you not mean you copied data from another version of Service Desk and loaded into the CHG table, despite the warnings from the community on another thread (Import CO from 12.9 to 17.1 sdm ) we discussed last week?

     

    I suspect you used the pdm_extract as in this other thread (Extract specific columns from Change Request ) and loaded the data with records referencing some orphaned records that don't exists on the new MDB, thus corrupted the CHG table.

     

    ===

    Kind Regards,

    Brian



  • 7.  Re: CO tickets list not showing

    Posted 10-30-2018 06:10 AM

    Hi Brian

     

    you are right. Im doing testing on my devlopment server achieve this. our management is is still asking to import old sdm CO to new sdm. Despite tell them that it is not doable/recommended in fresh system.

     

    however. i ran following command for specfic columns to extract the data 

     

     

     

     

    after extract the file, i just changed the last 3 column names (custom fields) with the new custom field in 17.1 sdm. highlighted below and then import the file which is successful....but after that im not able to see the CO list.

     

     

     

     

     

     

     



  • 8.  Re: CO tickets list not showing

    Posted 10-30-2018 07:44 AM

    Hi La-Qa,

     

    1. Did you see my comment about preserving the data but with new ids? I offered to help load via webservices, which would not have had this problem.

    2. Do you have a backup of the data before you manipulated it?



  • 9.  Re: CO tickets list not showing

    Posted 10-30-2018 06:54 AM

    pdm_webcache will not help here

     you need to use

    pdm_cache_refresh -t Change_Request

    as show in my previous post

    Clearly you import file must  have something wrong  and/or not comply with the new release

     

    try to use pdm_userload using -v in stead of pdm_load to receive errors back that may help to troubleshoot your files.

     

    to you have any errors in your stdlog when you try to view your list in the UI after the load?

    /J



  • 10.  Re: CO tickets list not showing

    Posted 10-31-2018 02:37 AM

    HI Mayer

     

    i already ran this cache cmd which u advised but no luck.



  • 11.  Re: CO tickets list not showing

    Posted 10-31-2018 05:06 AM

    Hi Aamir,

     

    pdm_cache_refresh -t Change_Request would not have any effect to address your issue. The main problem has to do with the data you loaded that is referencing to orphaned (non-existent) records.

     

    The only way to restore normal operation is to restore the MDB just before you did this or run pdm_userload -r <filename> to remove the records from the MDB.

     

    ===

    Kind Regards,

    Brian

     



  • 12.  Re: CO tickets list not showing
    Best Answer

    Posted 11-01-2018 12:36 PM

    Hi All 

     

    The issue resolved by restoring complete mdb .

     

    Thanks all for the contribution