What are the new objects and rules added to Archive/Purge in Service Desk R12?

Products

• CA IT Asset Manager
• CA Software Asset Manager (CA SAM)
• ASSET PORTFOLIO MGMT- SERVER
• 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

Description:

This document explains the new objects and rules added to the Archive/Purge utility in Service Desk R12.

Solution:

In Service Desk R12, the Archive and Purge was modified to include additional Knowledge Tools objects and KPI (Key Performance Indicator) data.

New Objects for Knowledge Tools are

• KD Image Attachment
  
  
• KD Link only attachment
  
  
• KD file attachment
  
  
• Reworked Knowledge documents.

KPI's (Key Performance Indicators) are a set of metrics that can be used to identify areas of Service Desk that require administrative attention or configuration tuning. The KPI's when enabled fetch the data into two tables depending on the type of KPI used. The two KPI tables are usp_kpi_data table and usp_kpi_ticket_data. These KPI's when enabled will fetch high amount of data and these tables might grow significantly large. Hence, archive/purge provides rules to purge the KPI data. However, these rules are disabled by default and need to be enabled. KPI objects added to Archive/Purge are: KPI Data (usp_kpi_data) KPI_Ticket_Data (usp_kpi_ticket_data)

To view and enable KD and KPI rules.

• Login to Service Desk as Administrator-> Go to Administration-> Archive and Purge-> Archive Purge Rules
  
  
• Click on Show Filter, on the Status Field select Inactive and click on Search. It will bring up the rules for Knowledge Tools and KPI Fig 1
  
  Fig 1
  
  

  <Please see attached file for image>

  
  
  
• Select the required archive/purge rule. In the archive/purge rule detail window click on Edit. Change the Status to Active and click on Save. Fig 2
  
  Fig 2
  
  

  <Please see attached file for image>

  
  
  This will make the rule active and can be used to archive/purge data from the table.

Environment

Release:
Component: ARGIS