Synchronizing form IDs to the destination server

An escalation that runs every day cleans up the records in the ID generator forms. Consequently, the ticket number generator form IDs might not be properly synchronized to the destination server if not all of the following parent forms had data in the final production run of the delta data migration (DDM).

Use one of the following methods for synchronizing form IDs to the destination server:

To synchronize form IDs to the destination server using dynamic select commands

You must run the dynamic select command on the source DDM (current production) server, which gives you an automated SQL as output. You must then copy this automated SQL output and execute it on the DDM destination (new production) server.

1.  Execute the following command on the source DDM (current production) server. The result will be an automated SQL output.

   • On an Oracle server:

     select 'update arschema set nextid = ' || nextid || ' where name = "' || name || '"; ' from arschema where name IN ('CFG:BusTimeTagGenerator',
     'CFG:CFG PBB TicketNumGenerator','CFG:CFG ScriptTagNumGenerator',
     'CHG:CFG Ticket Num Generator','CTM:CFG PTTicket Num Generator',
     'CTM:CFG PeopleTagNumGenerator','HPD:CFG Ticket Num Generator',
     'PBM:CFG KDBTagNumGenerator','PBM:CFG KE TicketNumGenerator',
     'PBM:CFG PI TicketNumGenerator','SRD:CFG DefinitionNumGenerator',
     'SRD:Cart TicketNumGenerator','SRD:Package TicketNumGenerator',
     'SRM:CFG TicketNumGenerator','WOI:CFG TicketNumGenerator')

   • On an SQL server:

     select 'update arschema  set nextid = ' + convert(varchar(10),nextid) + ' where name = "' + name + '"; '   from arschema where name IN ('CFG:BusTimeTagGenerator',
     'CFG:CFG PBB TicketNumGenerator','CFG:CFG ScriptTagNumGenerator',
     'CHG:CFG Ticket Num Generator','CTM:CFG PTTicket Num Generator',
     'CTM:CFG PeopleTagNumGenerator','HPD:CFG Ticket Num Generator',
     'PBM:CFG KDBTagNumGenerator','PBM:CFG KE TicketNumGenerator',
     'PBM:CFG PI TicketNumGenerator','SRD:CFG DefinitionNumGenerator',
     'SRD:Cart TicketNumGenerator','SRD:Package TicketNumGenerator',
     'SRM:CFG TicketNumGenerator','WOI:CFG TicketNumGenerator')

2. Copy the output to a text file.
3. Search for double quotation marks (") and replace with single quotation marks (').
4. Execute the output on the DDM destination (new production) server.
5. After you perform the synchronization, restart you AR System server.

To manually synchronize form IDs to the destination server

1. Using SQL, check the Next ID value for the following forms within the arschema database table on the source and destination databases. (The form name is stored within the Name column, and the Next ID is stored within the Nextidcolumn.)
   • CFG:BusTimeTagGenerator
   • CFG:CFG PBB TicketNumGenerator
   • CFG:CFG ScriptTagNumGenerator
   • CHG:CFG Ticket Num Generator
   • CTM:CFG PTTicket Num Generator
   • CTM:CFG PeopleTagNumGenerator
   • HPD:CFG Ticket Num Generator
   • PBM:CFG KDBTagNumGenerator
   • PBM:CFG KE TicketNumGenerator
   • PBM:CFG PI TicketNumGenerator
   • SRD:CFG DefinitionNumGenerator
   • SRD:Cart TicketNumGenerator
   • SRD:Package TicketNumGenerator
   • SRM:CFG TicketNumGenerator

   • WOI:CFG TicketNumGenerator 
     
     

2. If you have the entire BMC Remedy IT Service Management Suite, use the following SQL query to display all appropriate Next IDs within a single query:

   select name, nextid from arschema where name IN ('CFG:BusTimeTagGenerator',
   'CFG:CFG PBB TicketNumGenerator','CFG:CFG ScriptTagNumGenerator',
   'CHG:CFG Ticket Num Generator','CTM:CFG PTTicket Num Generator',
   'CTM:CFG PeopleTagNumGenerator','HPD:CFG Ticket Num Generator',
   'PBM:CFG KDBTagNumGenerator','PBM:CFG KE TicketNumGenerator',
   'PBM:CFG PI TicketNumGenerator','SRD:CFG DefinitionNumGenerator',
   'SRD:Cart TicketNumGenerator','SRD:Package TicketNumGenerator',
   'SRM:CFG TicketNumGenerator','WOI:CFG TicketNumGenerator')

3. Create a backup of the arschema table before updating the next id. You might need the backup if you want to refer or revert to it later. For replicating the database, see To back up and restore the production database on the staging system.

4. Ensure that the nextid value in the destination is equal to or greater than the source after the final Delta Data Migration run has completed. If the nextid value is not equal to or greater than the source, use an SQL UPDATE statement on the arschema table on the destination server.

   For example:

   UPDATE arschema SET nextid = '100000' WHERE name = 'CFG:BusTimeTagGenerator';

   Note

   If you are using an Oracle or SQL database platform, you must execute a commit;  command after you complete the SQL updates.

   For forms with overlays, the arschema will have two values. In such scenarios, this Oracle statement will update the first value, whereas that value might not be the correct nextid.

5. If you are using custom application with the nextid logic, reset the nextid by using the instructions provided in the steps 2, 3, and 4 as per the custom form's name. 
6. After you perform the synchronization, restart all AR System servers in a server group.

Generator forms

The following table lists the ticket number generator forms that are installed:

Troubleshooting

If you are unable to create an operating company or a support group due to a timeout error, you must check if the Max(Group ID) value of CTM:SYS-TagGenerator form is matching with the Max(Permission Group ID) of CTM:SYS-Access Permission Grps form. The Group ID and Permission Group ID should match with the Group ID of Group form. If there is any mismatch in the Group ID and Permission Group ID values, the synchronization fails and system displays timeout error.

Workaround

To synchronize the Group ID and Permission Group ID, execute the following SQL statement:

Update CTM_SYS_TagGenerator
      SET GroupID = (select MAX(Permission_Group_ID) from CTM_SYS_Access_Permission_Grps)
      WHERE GroupID = (select MAX(GroupID) from CTM_SYS_TagGenerator)

Where to go from here