How to identify the real name of a Contact based off "id" in CA Service Desk Manager/ITSM.

Products

• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

Introduction: 

It is useful for Administrators to be able to convert a Contact "uuid" or "id" into the actual Contact "name." 

Examples of use:

• Identify who requested a long running SQL query based off the "uuid."
  
  
• Convert an id into a real name to establish who created a Saved Search.
  
  
• Change pdm_extract id information into a real name.

Question: 

How to convert the id or uuid into an actual Contact name? 

Environment:  

Any version of CA Service Desk Manager or CA ITSM.

Answer: 

The "real name" of a user is stored in the ca_contact table in the fields first_name, middle_name and last_name.

There is additional information related to the user stored in another table usp_contact, but that is not needed for relating id to name.

 

Example: Identifying who ran a long running query.

Long running queries over two seconds are written to the CA SDM/ITSM /log/stdlog.

Here is an example:

05/24 10:19:16.93 MY_SERVER  sqlagt:select0       4076 ERROR sqlclass.c            1057 The following statement took 71012 milliseconds: Clause (SELECT call_req.open_date, call_req.id, call_req.ref_num, call_req.id FROM call_req WHERE ( call_req.active_flag = 1 AND call_req.priority = 3 AND ( call_req.assignee IS NOT NULL OR call_req.group_id IS NOT NULL ) AND ( call_req.type = ? ) AND call_req.description LIKE ? ) AND ( ( call_req.group_id IN (SELECT grpmem.group_id FROM grpmem WHERE grpmem.member = ?) ) ) ORDER BY call_req.open_date DESC) Input (<string>I|<string>QUOKKA|<uuid>C4BDFCD53AA2D84EA04F74ECAE8B4965)

 

1. Identify the id or uuid.

All SQL queries of this type contain the uuid of the contact who called them as the last item.

Here, that uuid is:

• C4BDFCD53AA2D84EA04F74ECAE8B4965

 

2. Add "U" to the front of the string and surround with single quotes:

• U'C4BDFCD53AA2D84EA04F74ECAE8B4965'

 

3. Call from either pdm_extract or via the web client interface.

3A. Through the interface:

• Open Contact Search. Expand "More" to show "Additional Search Arguments."
• Enter the string: id = U'C4BDFCD53AA2D84EA04F74ECAE8B4965'
  Note: This will automatically be surrounded with brackets on the next step.
• Click Search.

 

<Please see attached file for image>

 

3B. Through pdm_extract:

• Go to a command prompt and enter the following:
• pdm_extract -f "select id, first_name, middle_name, last_name from ca_contact where id LIKE U'C4BDFCD53AA2D84EA04F74ECAE8B4965'"
  TABLE ca_contact
  id first_name middle_name last_name
  { "C4BDFCD53AA2D84EA04F74ECAE8B4965" ,"Anna" ,"" ,"Lyst" }
• Note that you may also output this to a filename, for example:
  pdm_extract -f "select id, first_name, middle_name, last_name from ca_contact where id LIKE U'C4BDFCD53AA2D84EA04F74ECAE8B4965'" > ca_contact_1.txt
• You may extract the whole table row by using a wildcard like so:
  pdm_extract -f "select * where id LIKE U'C4BDFCD53AA2D84EA04F74ECAE8B4965'"
  
  

You may now use the user information to further trouble-shoot the original issue.

 

Additional Information:

• Further information pdm_extract may be found in the ITSM 14.1 Wiki.
  
  
• The reverse process of going from a Contact's real name to the id may be found here:
  Extracting Contact Data for Service Desk r11 and above with pdm_extract
  

 

 

Environment

Release: SDMU0M99000-14.1-Service Desk Manager-Full License
Component: