11 Replies Latest reply on Sep 16, 2020 10:23 AM by Stefan Hall

    Delete profile shows under search in BMC Remedy SMART IT

    PIYALI DAS
      Share This:

      Hello All,

       

      If we set a profile to Delete status in BMC Remedy People form.

      The record is still available when we search in SMART IT under people search.

      Though no incident tickets can be submitted.

       

      Is it the expected behavior?

       

      Version: 19.08

       

      Thanks,

      Piyali

        • 1. Re: Delete profile shows under search in BMC Remedy SMART IT
          Sidhdesh Punaskar

          As designed. Ticket can only be submitted against a person who is 'active'. But global search will search all records in the system. As long as the record still exists in the system, global search will find it and it's intended to find it.

           

          However you can change it.

          1.- Login to Mid Tier and go to the form “SMT:Administration: Application Data Source Queries”
          2.- Search on Query name as “MYITSM_LIST_PERSON_BY_GLOBAL_SEARCH”
          3.- Modify the qualification to :extQual: AND ('7'=1 OR '7'=0 OR '7'=2).
          4.- Restart Smart it.
          5.- Validate on global search.

          2 of 2 people found this helpful
          • 2. Re: Delete profile shows under search in BMC Remedy SMART IT
            Stefan Hall

            Sidhdesh, technically it is implemented that way, but can you explain the idea behind the "design" a bit more. Someone must have thought of something if it is to be the design. But I can't think of any usecase where it would make sense to find a people with status delete in the global search. Can you think of a use case?

            • 3. Re: Delete profile shows under search in BMC Remedy SMART IT
              Sidhdesh Punaskar

              One reason I could think of. Lets say it was old user who is not currently working in org and we mark profile status to offline/delete.

               

              But we wanted to check history of user on case he worked earlier. For example, anoter support staff members worked with that user and knew this users worked on some use case/incident earlier and wanted to check old incident history/something.

              • 4. Re: Delete profile shows under search in BMC Remedy SMART IT
                Stefan Hall

                Hmm, this does not fit to the other places where you have to set the status "delete" to be able to delete the record at all.

                 

                For offline/archive you are right, for "delete" it does not fit the design. I think it was created by accident and now it is the design, as so often

                • 5. Re: Delete profile shows under search in BMC Remedy SMART IT
                  Sidhdesh Punaskar

                  I am not quite sure, what would be best approach but we cannot delete people records without setting satus to delete.

                  And if set to delete, administrator should delete people record. Otherwise why would then keep profile in delete status?

                   

                  So there is grey area where we cannot decide if this is product issue or policy issue.

                   

                  If you do not want to delete people record then what could be possible reason to keep them in delete status. They can be set in offline. So profile with delete status should be deleted.

                  1 of 1 people found this helpful
                  • 6. Re: Delete profile shows under search in BMC Remedy SMART IT
                    PIYALI DAS

                    Thank you all for your valuable suggestions.

                    In our application, we don't hard delete the profiles. So they are set to Offline.

                    However, same for Offline status, its is available in global search.

                    However, the requirement to backend keep profile offline and but should not available in global search.

                     

                    I will discuss and try the below steps:

                    1.- Login to Mid Tier and go to the form “SMT:Administration: Application Data Source Queries”

                    2.- Search on Query name as “MYITSM_LIST_PERSON_BY_GLOBAL_SEARCH”

                    3.- Modify the qualification to :extQual: AND ('7'=1 OR '7'=0 OR '7'=2).

                    4.- Restart Smart it.

                    5.- Validate on global search.

                     

                    Regards,

                    Piyali

                    • 7. Re: Delete profile shows under search in BMC Remedy SMART IT
                      Sidhdesh Punaskar

                      PIYALI DAS You may want to use different qualification then if you do not want offline people in search

                       

                      so try only with AND ('7'=1)

                      • 8. Re: Delete profile shows under search in BMC Remedy SMART IT
                        PIYALI DAS

                        Hello Sidhdesh,

                         

                        We have two entries -

                        MYITSM_LIST_PERSON_BY_GLOBAL_SEARCH

                        MYITSM_LIST_PERSON_BY_GLOBAL_SEARCH_LEADING

                        Query Value:

                        '1000000019' LIKE "%:searchText:%" OR '1000000018' LIKE "%:searchText:%" OR '1000000017' LIKE "%:fullNameText:%" OR '260000001' LIKE "%:searchText:%" OR '4' LIKE "%:searchText:%"

                        OR '1000000048' LIKE "%:searchText:%" OR '1000000054' LIKE "%:searchText:%") :statusQual: :companyQual: :createDateQual: :modifiedDateQual:

                         

                        Shall we append the :extQual: AND ('7'=1 OR '7'=0 OR '7'=2) to existing for both entries?

                        It will be helpful to get the syntax.

                         

                        Thanks,

                        Piyali

                        • 9. Re: Delete profile shows under search in BMC Remedy SMART IT
                          Sidhdesh Punaskar

                          it seems like these queries are modified in 1908 version as old version like 1805 has qual :extQual: and only one query=MYITSM_LIST_PERSON_BY_GLOBAL_SEARCH

                           

                          Let me test and update you

                          • 10. Re: Delete profile shows under search in BMC Remedy SMART IT
                            Sidhdesh Punaskar

                            Test below and works. Update both entries.

                             

                            MYITSM_LIST_PERSON_BY_GLOBAL_SEARCH

                            ('1000000019' LIKE ":searchText:%" OR '1000000018' LIKE ":searchText:%" OR '1000000017' LIKE ":fullNameText:%" OR '260000001' LIKE ":searchText:%" OR '4' LIKE ":searchText:%"

                            OR '1000000048' LIKE ":searchText:%" OR '1000000054' LIKE ":searchText:%") :statusQual: :companyQual: :createDateQual: :modifiedDateQual: AND ('7'=1)

                             

                            MYITSM_LIST_PERSON_BY_GLOBAL_SEARCH_LEADING

                            ('1000000019' LIKE "%:searchText:%" OR '1000000018' LIKE "%:searchText:%" OR '1000000017' LIKE "%:fullNameText:%" OR '260000001' LIKE "%:searchText:%" OR '4' LIKE "%:searchText:%"

                            OR '1000000048' LIKE "%:searchText:%" OR '1000000054' LIKE "%:searchText:%") :statusQual: :companyQual: :createDateQual: :modifiedDateQual: AND ('7'=1)

                             

                            I have only used Status = Enabled.  As I uploaded screenshot above 2 is for offline and 3 is obsolete and 0 is proposed. So you can add the one which needs to be searched

                            • 11. Re: Delete profile shows under search in BMC Remedy SMART IT
                              Stefan Hall

                              Sidhdesh,

                              Do you have an idea what the difference between the two entries is? It doesn't make sense to run two times nearly identical queries.

                               

                              What about :statusqual:? This looks like a configuration or parameter to me.