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Incidents found in Portal that only exist in DWH

Ingrid_GlatzIngrid_Glatz Customer Adept IT Monkey ✭✭

When doing a work item search, all incidents that match a query will be listed. Unfortunately, this inlcudes incidents that already have been closed and because of the retention settings, only exist in DWH. So when clicking such an incident, I get the message:

"FAILED: The item you requested either does not exist or you do not have access to view it."

It doesn't matter whether I use my administrative account or a regular Analyst account, I get the same message. Why are incidents found and listed in the work item search if they do not exist in CMDB any longer? How can I make sure that those incidents get deleted in the ServiceManagement database?

It's annoying if an Analyst searches for an incident and then tells me not to have access to it. I then have to explain that they only exist in DWH and they have to use the reporting to find the information they're looking for.

Any solution or workaround?



Best Answer


  • Ingrid_GlatzIngrid_Glatz Customer Adept IT Monkey ✭✭

    Hi Brian

    thanks for the link, I've just voted. I didn't find this article when searching through the community, otherwise I wouldn't have opened a new discussion.

    But glad to know that it's not a handling error, but a missing Feature.


  • Nicholas_VelichNicholas_Velich Cireson Consultant Ninja IT Monkey ✭✭✭✭
    This is indeed just a missing feature: the ServiceManagement database does not currently have any grooming processes for Work Items. Hopefully this feature will be added in the near future (upvoted you as well :) ).

    To get an up-to-date set of WorkItem data in the ServiceManagement database, the WorkItem table can be truncated and a fresh set of data would be pulled from ServiceManager. More instructions in this KB article here: https://support.cireson.com/KnowledgeBase/View/1142#/

    For big environments, re-populating the WorkItem table can take a few minutes to complete, so its recommended to do this during off-hours. If off-hours isn't an option, there are certainly custom ways of doing this in SQL more incrementally.
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