Mapping old incidents assigned to an old CI to a new CI with same name

Products

• CA Service Management - Asset Portfolio Management
• CA Service Desk Manager

Issue/Introduction

Server A got replaced with new physical server and server A is renamed as server A_retired. This CI has 100+ incidents assigned.

New entry for new hardware has been made as server A, but the previously attached incidents are not getting tracked to the new CI.

Environment

CA Service Desk Manager 17.x

Resolution

When linking tickets to CIs, we do not link to CI Names, we link by the UUID.

There is no feature/mechanism to automatically update incidents to use the new CI UUID.

Depending on what field is used within the ticket detail page to populate the CI, at the ticket level, the ticket can be updated to use the new CI UUID.

For example, on the OOTB CA SDM Incident detail page, the CONFIGURATION ITEM field relates to the AFFECTED_RC field in the CALL_REQ MDB table.

You could use pdm_extract, with the ticket IDs and CI UUIDs, to extract the impacted tickets, replace the UUID with the new CI UUID and then use pdm_load to load the updated data into the MDB.

Few important notes:

1. Broadcom Support will not be able to assist you with the data manipulation of the pdm_load file

2. This process needs to be tested in non-PROD first since using pdm_load with the old/untouched extracted file if there are issues might not fully restore everything.

3. You should evaluate whether or not it is worth the risk to perform this manual update or not.