This documentation supports the 18.08 version of Service Desk.

To view the latest version, select the version from the Product version menu.

Configuring BMC Service Desk to use Login ID fields to query old incidents

Starting with version 8.0.00 of BMC Service Desk, the Customer Login ID and the Contact Login ID fields were added to the HPD:Help Desk (Incident) form in Incident Management. After upgrading to version 8.0.00 or later, you will not be able to use these fields to query incidents that were created using previous versions of BMC Service Desk.

Database Administrators can create and run an SQL script in the BMC Remedy AR System Database to copy the Customer Login ID and Contact Login ID data from the CTM:People (People) form to the HPD:Help Desk form, based on the Customer and Contact People ID data that is stored in the HPD:Help Desk (Incident) form.

Sample SQL scripts

  • To update existing incident records with Customer Login ID:
    
    Update HPD_Help_Desk SET Customer_Login_ID=(select Remedy_Login_ID from CTM_People where CTM_People.Person_ID = HPD_Help_Desk.Person_ID);
    
  • To update existing incident records with Contact Login ID:
    
    Update HPD_Help_Desk SET Direct_Contact_Login_ID=(select Remedy_Login_ID from CTM_People where CTM_People.Person_ID = HPD_Help_Desk.Direct_Contact_Person_ID);
    

For more information about the Customer Login ID and the Contact Login ID fields, see Using the Customer and Contact fields in Best Practice view.

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