Absent Member.. Absent Member..
Absent Member..

Folder update via DB

We have implemented folders to SM7.11 year after that was taken into production. So there is quite much tickets without folder information and this a problem because Knowledge management is also in use. Tickets that doesn't have folder information are visible to all users via Knowledge mgmt search.


What should be checked if a DBA will update all tickets with NULL folder in INCIDENTSM1 to the usergroup value, e.g. "USERGROUP 1"?

Will the ticket last modified date change?

Will sysmoduser value change?

Has anyone tested this way of updating tickets?

Are there some critical risks that should be taken care of?

3 Replies
Absent Member.
Absent Member.

Hi John,

I never tried but I suppose these value would not change since all the sysmodtime, sysmoduser etc fields are populated at application level. Value of these are update by underlying function of service manager only.
At DB level they are just another fields in table.

regarding risk its all depend on what is customization in your environment.If you have applied any tailoring which update any other field/table of SM in case you update anything in record/tickets at application label.
Some time triggers placed on table may result in table sister table like in case of probsummary ; problem table is updated.

Assign Kudo, if found post useful and mark it accepted if solves the issue.
Absent Member.
Absent Member.

What should be checked?

Make sure the syntax of the field is maintained when updating a column directly in the DB. One way to help confirm is to take a snapshot of a ticket and then modify it via SM. Compare the before and after to see how SM populates the field.


Are there some critical risks?

SM may not be able to retrieve the records if the update is not performed properly.

HP does not directly support this action since the update is performed outside of SM.


Respected Contributor.
Respected Contributor.

Good morning,


if records are updated via db sql it will not call any application logic, and therefore the sysmodtime, susmodcount, and sysmoduser are not updated.

If you only set a value for the folder field in the update statement, then only the folder field is filled.


Best regards,



Barry Kant

HP Software Professional Services
Amstelveen | Netherlands
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