Service Desk Manager export cuts off after 5000 rows

Products

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

Issue/Introduction

In the ticket list search with more than 5000 results, when an export is performed only the first 5000 rows are exported, the rest are excluded.

Environment

Windows

Cause

There is an option "export_max_fetch_rows" that controls the amount of rows export. By default, the value is 5000.

Resolution

Modify the option "export_max_fetch_row" value from Options Manager under Web in Administration tab after logon web interface as Administrator. You must recycle Service Desk services after modifying the option.