When a list of Service Desk Manager records (i.e. list of incidents) is exported, the exported records are duplicated.
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When a list of Service Desk Manager records (i.e. list of incidents) is exported, the exported records are duplicated.


Article ID: 17689


Updated On:


CA Service Desk Manager CA Service Management - Service Desk Manager


This document explains how the variables 'NX_EXPORT_FETCH_GROUP_SIZE' and 'NX_EXPORT_MAX_FETCH_ROWS' work and how to determine their sizes.


Service Desk Manager 12.x, 14.1 and 17.x

All Supported Operating Systems


The NX.ENV variable NX_EXPORT_FETCH_GROUP_SIZE sets the number of the fetched record for each group.

So theoretically, if we want to export 30000 records and both variables NX_EXPORT_MAX_FETCH_ROWS and NX_EXPORT_FETCH_GROUP_SIZE are set to 30000, the records will be exported without duplicated rows. However, if NX_EXPORT_FETCH_GROUP_SIZE is set to a very large number, the export would fail.

For example, when there are 5000 records to be exported and each variable is set as shown below.


In this case, 17 groups will be created to fetch 5000 rows - almost the same query will be run 17 times and each query fetches 300 records (the 17th query will fetch 200 records.)

Each executed query has 300 conditions.

The value "300" is from NX_EXPORT_FETCH_GROUP_SIZE. If you set 30000 as NX_EXPORT_FETCH_GROUP_SIZE, 30000 conditions will be added to one query and the length of the query becomes very long.

As a result, if the number of group increases, the query length executed by the Service Desk Export function may become over the database server limitation/setting. If it happens, a critical error will occur and nothing will be exported and the export will fail.

So we cannot guarantee that all data can be exported if NX_EXPORT_FETCH_GROUP_SIZE is set to 5000. Also, if it is set to a very large size, performance problems may also occur.

The maximum size of NX_EXPORT_FETCH_GROUP_SIZE depends on what queries will be posted by the export, the database setting and the environment (for performance problem).

So we cannot say what the best size is for them. You would have to test the export function and try to find the appropriate size for your server.

Additional Information

Best Practice when doing Changes to NX.ENV: using the 'pdm_options_mgr' command