Hi Have you looked into the Data Wizard Console? You can change a persons name using this application.
Regards, Jarl 2016-01-21 9:46 GMT+01:00 David Charters <da...@charterstechnologies.com>: > ** > > All, > > > > So in the last six months I ran into a little house keeping bug in the > People form (Now CTM:People). Let’s say someone gets married and there last > name changes or after years of Remedy being its own source of truth you > started using something like Active Directory to populate/update CTM:People > , or for an unusual reason (since this one is rare) someone’s email > changes. These changes might be pushed from something like AD or maybe they > are manually changed directly in the CTM:People form, either way it didn’t > matter. > > What we found was that these changes did not propagate out to other forms > like Incidents, Changes, Approvals, etc… If a Ticket was assigned to Linda > Smith then her name is changed to Linda Jones in CTM:People the Assignee > still says Linda Smith even though you changed her last name in people to > Linda Jones, or let’s say Steve becomes Steven due to an AD update. There > are several fields on CTM:People that might change for a good reason, yet > only the new records (Incidents, Changes, Approvals, etc… ) going forward > have the new data like name, email address, Manger etc… > > > > So when my reporting guy is trying to run reports for all of Linda Smith’s > ticket’s or Steven’s approvals but now their names are different he doesn’t > get all of the data back, unless he changes the report or query in general. > Let’s also say you have a reporting staff that does not want to have to > adjust reports every time something like this changes (kind of can’t blame > them). > > In the system I was working with there were a ton of changes because they > switched to having an external system set the CTM:People data and it didn’t > use Nicknames only their legal names. So I had several hundred People > records that related to over 100,000 rows (spanning Change, Incident, > Problem, SLM etc…) where the name in the ticket no longer matches the name > in CTM:People. Keep in mind their User ID which should be a Unique index > did not change. > > I don’t recall ever running into this before, so I assumed I was just > missing something like running some kind of reconciliation job that didn’t > used to exist. After all having people as relational items is relatively > new OOB code, so I might have missed something. So first I of course read > the docs again and then I called support. After 3 days back and forth they > said nope there is nothing out of the box that will propagate this data. > They said the is fix is you don’t change the existing people data you > create new people records (which by the way I don’t remember any such > process in ITIL training). Tis would STILL leave the same gap however. > > So after all of this the names are still different. So I ended up writing > custom code to push all of these changes everywhere they needed to go, > which was many many different places. I wrote code to change the existing > disconnects and I used direct SQL so it would run much faster, allow me to > modify closed tickets, and in general bypass any workflow that these > updates might trigger. Using direct SQL straight into the database is > something I always fear doing. It’s never a smart idea if you can avoid it. > Since most them where not even linked back to People or User by a User ID > or GUID of some sort, I couldn’t just change a User ID or GUID in each > record, if Linda Smith was in 3 different places on the same form I had to > change all of those fields on that form. > > > > So based on this scenario I have 2 questions. > > 1. Is there an “already built in way” that anyone knows of, that > would automatically propagate these changes which support and I missed? > > 2. If there isn’t a built in way that I missed, do you guys think > it would be useful if I make the code I wrote more generic (based only on > out of the box items) and published it to the communities? I just don’t > want to do the work to make it generic if this isn’t an issue for anyone, > lord knows I had never ran into it before and it was not a simple thing to > fix. I feel like this should have been out of the box functionality for > ITSM,SLM, etc but I couldn’t find it and I am happy to save anyone else the > work if it’s needed. > > > > Thank You, > > > > David Charters > > Charters Technologies > > 317-331-8985 > _ARSlist: "Where the Answers Are" and have been for 20 years_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
