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When we order by ticket number in xFlow, some of the tickets are out of order.

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Article ID: 133115

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Updated On:

Products

CA Service Management - Service Desk Manager

Issue/Introduction

When we order an xFlow stream by ticket number by selecting "Ticket Number" as the dropdown value of the "Sort By:" field, some of the tickets are out of order. 

Environment

Release : 17.2

Component : SERVICE DESK MANAGER

Resolution

Rebuild the indexes by following these steps:

  1. Ensure that the following services are running:
    CA Service Management Search Server
    CA Service Desk Manager service
  2. Open command prompt on the server where the CA Service Management Search Server is installed.
  3. Navigate to C:\Program Files\CA\SC\CASearchServer\search\bin.
  4. Execute the following command:   pdm_es_rebuild_index 
  5. Restart the CA Service Management Search Server service.

Additional Information

https://docops.ca.com/ca-service-management/17-2/en/troubleshooting/troubleshooting-xflow-interface#TroubleshootingxFlowInterface-UnabletosearchUsersinthexflow