Can't find new tickets (request/incident) when searching in xFlow/Service Point

Products

• CA Service Management - Service Desk Manager
• CA Service Desk Manager

Issue/Introduction

If searching for request/incident in xFlow, these don't appear in the list.

Checking the indexes, the ticket does not appear.

Environment

Release : 17.2 and higher

Component : XFLOW INTERFACE FOR SDM

Cause

Table es_events has millions of old rows and the SDM Search daemon (es_ebl) is processing them, making the new tickets to be added in the queue and not processed quickly as expected.

Resolution

1. Backup es_events table by running:

select *
into es_events_bkp
from es_events

2. Confirm there is backup for the es_events table and then run:

truncate table es_events

This action will delete all data from es_events

3. Restart Search Daemon by running the following in cmd:

pdm_kill es_ebl

4. Ensure CA Service Management Search Server is up and running so es_ebl can send the data to Search Server.

5. Create a new ticket (or change status, etc) in SDM so a row is added to es_events, processed by es_ebl and sent to CA Service Management Search Server

Additional Information

See also:

Service Point do not reflect the changes made in Service Desk
https://knowledge.broadcom.com/external/article/142342