Export to Excel function produces duplicate rows in the output spreadsheet

Products

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

Issue/Introduction

After exporting data from Service Desk Manager via the "Export to Excel" functionality, it can happen that you see duplicate data in the output Excel spreadsheet. This occurs when sorting of the data is different than the default (such as in a filtered list) and a large number of items (approximately 500 or higher) are in the list.

Environment

CA Service Desk Manager 14.1 and higher

Resolution

Adding the NX variable, NX_EXPORT_FETCH_GROUP_SIZE to NX.env, and then restarting the Service Desk Manager service solves the problem.

To implement this change, via pdm_options_mgr, go into an Admin command prompt and run:

pdm_options_mgr -c -s EXPORT_FETCH_GROUP_SIZE -v 5000 -a pdm_option.inst"

To avoid losing the change when you run pdm_configure, please run the above command with the '-t' flag as follows:

pdm_options_mgr -c -s EXPORT_FETCH_GROUP_SIZE -v 5000 -a pdm_option.inst -t"

The above will set the given variable to a value of "5000".

Note: The default value, when the environment variable is not specified, is 300.

Remember to recycle Service Desk Manager services after making the above change.