enhancement Request Update Tool

[Martyn Houghton]

With the recent hardening of the Databsae Direct admin option, it is no longer possible to update requests in bulk using SQL Update commands.

Unlike the other import tool for Contact/Organisations etc, the Request Import Tool only allows for the creation of new requests, not the updating of existing one.

Can a Request Update Tool be implemented to allow updating of Request fields including custom fields.

In our example we are wanting to retrospectively update the  Resolution Categories for the last two quarters of closed requests to match our revised categories to aid with new trend analysis going forward.

Cheers

Martyn

[Gerry]

@Martyn Houghton

As we have been continuously optimising performance there are many places were we are caching database content.  Updating directly the database is counter to this initiative and is really to be discouraged. We have the directSql capability on the platform for emergency type work and as we progress to make the database more efficient and more scalable, allowing direct SQL hacking is generally a bad idea for us.  

How often do you need to do this sort of thing?  Perhaps there is a bulk update feature in SM that could be an alternative to you having to directly hit the database?

Gerry
 

 

[Martyn Houghton]

@Gerry

Not that frequently, but often the scale of these type of updates would preclude doing it via the bulk update method in the UI, unless it is possible to upload a selection list.

We currently have the capability to update contact and organisations using the existing import tools as thy support both Create and Update methods, something I have done a couple of time this month whilst we have been migrating in a new service desk on to our instance. It is just the we do not have the same options with the requests, where the only option would be to remove them with the cleaner and reimport, which is not viable for existing requests.

Just to be clear the intention was not to use direct SQL but for the tool to use the update request API to update the request content.

Cheers

Martyn

[Gerry]

@Martyn Houghton

we are going to have a look and see what we can come up with, thanks for the clarification. 

Gerry

[Martyn Houghton]

@Gerry

Is there any up date on the provision of the ability to update existing requests using the import tool?

We have two  further scenarios now where we will have to log support requests to get data corrected.

• We have a number of requests where the SLA was incorrectly calculated as there was a period of time when the workflow did not resume correctly after the on hold period expired, due to changes introduced on the platform/Service Manager Build., support reference IN00161542. We need the ability to update the h_withinfix and h_withinresponse fields.

• We have a number of imported requests where we need to update the custom fields held on the primary h_itsm_requests table as they where only imported into the h_itsm_incidents table, so the values need to be duplicated so that they will appear in the 'Request List' views. Wiki has since been updated with new guidance on populating both since we logged this issue under IN00161767.

Cheers

Martyn

[Martyn Houghton]

@Steve G @Gerry

Could the Request Import Tool be updated to behave like the Contact/Organisation Import Tools to support an Update mode in relation to updating existing requests?

Cheers

Martyn