How to determine the scoreboard differences between two different CA Service Desk Manager environments

Document ID : KB000057025
Last Modified Date : 14/02/2018
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Scenario

If you want to know the differences between the scoreboards of two different CA Service Desk Manager environments, there is a method presented here that can be followed.

For example, perhaps you want to know what scoreboard changes are implemented in CA Service Desk Manager (CA SDM) 14.1 compared to CA SDM 12.9 and you have an environment running each of these versions.

Solution

The method to determine the differences is to extract the User_Query from both environments and compare the results side-by-side.

The command for extracting the data, and for saving it in an output file named "extract_User_Query.dat.txt" is:

pdm_extract User_Query > extract_User_Query.dat.txt

Notes:

1.For example, a comparison of the pdm_extract results in an CA SDM 12.9 cumulative#1 environment with an un-customized scoreboard and a CA SDM 14.1 cumulative#1 environment with an un-customized scoreboard shows that there are no differences. The number of rows returned is 1932 and the rows contain the same data exactly.

2.If you have scoreboard customizations in place in either one of the environments for which you are comparing the scoreboards, then the differences would be greater and analyzing the results may be complicated.