"A group is a collection of contacts that represent a specific area of responsibility within your service desk. Defining groups lets you assign responsibility for resolving a ticket when that responsibility is shared among several individuals. For example, you might have a Dallas Human Resources group, which is responsible for dealing with personnel issues in the Dallas office of your organization. When an employee in that office has a problem, you can assign it to the Dallas Human Resources group for resolution. You can associate request areas, locations, and a work shift with a group to be used in determining when the contacts in the group can accept automatic assignment of a request." Administration Guide
"Groups and Contacts are held in the same table - ca_contact Group records in the ca_contact table have a contact_type of group" Jon Israel
The contact has your differences by type, what type? Group using code 2308.
Is it the only difference? For ca_contact, yes. For CA SDM, no, thinking about we can identify many things like group member for groups also end users therefore it's very important to know, what do you need.
Warning: "CA don't support the manual loading of contacts or groups" Jon_Israel comment
BUT::.The procedure documented here works.
The first thing what you need know: VERY Important! Using pdm_load can be destructive so always back up your database before you perform a pdm_load, and use pdm_userload unless instructed to use pdm_load.
Important! Make a backup copy of the database before running pdm_load with this option. After old database records are removed, you must restore the CA SDM database with this backup copy if you want to recover any deleted records, use pdm_extract for this procedure.
1. BACKUP
1. BACKUP GROUPS
| Extract - groups |
|---|
| pdm_extract -f "select * from ca_contact where contact_type = 2308" |
2. Structure table
| . | Description |
|---|
TABLE ca_contact last_name contact_type {"My Group name","2308"} | 1. Create loading_group.txt file |
| 2. pdm_load -i -f loading_group.txt |
| SQL Commands - Groups |
|---|
select * from ca_contact_type where ID = 2308 select last_name from ca_contact where contact_type =2308 |
Tiago Macul
CA SDM Loading contacts pdm_load
DEREF - pdm_deref - Everthing do you need know
CA SDM Load department using pdm_load - dept - ca_resource_department
CA Service Desk Manager Load Category using pdm_load - pcat - Prob_Category - User view Prob_Ctg Category.xlsx
Is it possible to extract and load group information
Was this information helpful? Give your feedback.