CA Service Desk Manager not capturing data properly in KPI Ticket Data table

Document ID : KB000004822
Last Modified Date : 14/02/2018
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Issue:

We noticed that Service Desk Manager is not capturing the previous time data in usp_kpi_ticket_data table. Because of this, ktd_duration is always showing NULL.
So all the CABI (CA Business Intelligence) reports are showing wrong data.

Note: We have installed the kpi_ticket_data_table option under options manager and it was working fine earlier.
We are facing this issue recently only.

Environment:
CA Service Desk Manager 14.1 CUM 2
Resolution:

1.  Edit file NX.env, located in the Service Desk Manager installation directory (NX_ROOT).

2.  Set @NX_KPI_TICKET_DATA_MAX_ROWS=15000 in NX.env file

3.  Make the same change to the above variable to the file NX.env_NT.tpl located under NX_ROOT\pdmconf directory.

4.  Repeat the steps for all CA SDM secondary servers if required.

5.  Recycle CA SDM service to bring the above changes into effect.

 

Additional Information: