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Does anyone know if the ServiceDeskIncidentManagement table is just used to hold old Tickets in SD 7.5?

Created: 08 Feb 2013 • Updated: 26 Aug 2013 | 7 comments
QuietLeni's picture
This issue has been solved. See solution.

Dear All,

I am looking at the schema in SD 7.5 and the first thing that I have noticed is that, although there are Incidents in the ProcessManager database, there are no Incidents in the ServiceDeskIncidentManagement table and they now seem to be in the ImIncidentTicket table.

Is the ServiceDeskIncidentManagement table used for importing closed Tickets from the SD 7.0/SD7.1 only?

Kindest regards,

QuietLeni

Comments 7 CommentsJump to latest comment

TGiles's picture

The ServiceDeskIncidentManagement table isn't used in 7.5 The migration scripts provided to bring in your closed 7.x tickets use the updated ImIncidentTicket table.

SOLUTION
QuietLeni's picture

Thanks TGiles.

What is the point of an Asset Management Solution that needs excessive management? Let me help you.

michael.george's picture

My 7.5 install doesn't have the old ServiceDeskIncidentManagement table at all. Imported tickets have gone directly into ImIncidentTicket table as well as a _Migrated table that tracks success or failure of the import itself. The imported process also goes into the appropriate ReportProcess tables (contact, reference, etc.).

Did you try to use the same DB from a 7.1 install and install 7.5 over the top?

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QuietLeni's picture

Michael,

Hmmm. Having thought about it, I might have installed over the top. There is nothing in the documentation that says you cannot do this. Also, nothing in the installer complained and I had no errors.

Hmmm.

What is the point of an Asset Management Solution that needs excessive management? Let me help you.

michael.george's picture

I'mnot convinced it's a bad thing to install over the top of the DB (a SYMC employee could probably speak more to that). I was just trying to figure out why you would have that table at all as I know it isn't created during the 7.5 install. I'm guessing you could drop that table as long as it looks like stuff is working normally and new data is getting written to the ImIncidentTicket table instead.

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QuietLeni's picture

Michael,

I agree. However, is this just the tip of the iceberg for the tables that I need to delete?

Kindest regards,

QuietLeni

What is the point of an Asset Management Solution that needs excessive management? Let me help you.

michael.george's picture

Not sure you need to delete them really, but if you want to clean things up I can verify that a clean 7.5 install only has two tables that start with ServiceDesk. Those are ServiceDeskBlackList and ServiceDeskProblemManagement. A 7.1 install has 12 tables that start with ServiceDesk, so that means there are 10 you should be okay to delete.

If a post solves your issue, please mark it as a solution. It makes these forums better for everyone.