I have a user whose scoreboard is no longer functioning correctly. How do I reset it?
Release: 14.1 and higher
Component: CA Service Desk Manager
The scoreboard for a given end user is maintained internally in the SD backend database. It is not possible to roll back a given scoreboard configuration in any way.
If a scoreboard has been found to be corrupt or unusable, the options available are:
To remove the scoreboard for the given user:
pdm_extract -f "Select id from ca_contact where userid = 'XXXX'"(replace 'XXXX' with the affected user's userid)
TABLE ca_contact
id
{ "818E24BF602FC342B55622AEA7E6479F" }
ca_contact
rows:1
pdm_extract User_Query > usq-backup.datThen you will need to run the following command to obtain just the affected user's scoreboard entries. In this case, you will need the UUID value to complete the query. The complete command (with the UUID present) is:
pdm_extract -f "Select * from User_Query where obj_persid = 'cnt:818E24BF602FC342B55622AEA7E6479F'" > user-del.datFinally, run this command to remove the contents of the generated "user-del.dat" file from the backend table.
pdm_load -r -f user-del.dat