Purge information from custom Service Desk Tables

Products

• CA Service Desk Manager
• CA Service Desk Manager - Xtraction

Issue/Introduction

I have created a custom table that is associated to an out of the box table (for example: Call_Req), but after purging information from Call_Req the information remains in the custom table, and leaves a dangling reference. How can this custom info be purged?

Environment

Component : SERVICE DESK MANAGER

Resolution

Out of the box the archive and purge rules are only designed to purge specific items, it will not know of nor attempt to purge any custom related fields. In order to customize the rules you'd need to go into the site\cfg directory and add them to the file:

itil_arcpur_cfg.xml

Note that customization to this file is not supported, and there is a possibility the file may be overwritten after performing a future upgrade of the application or applying a published fix. It is recommended to make a backup of this file prior to any customization, and also after completing the customization.