How to Delete all Supportworks ITSM Call Data

Status:	Published
Version:	1.1
Authors:	Hornbill Support
Applies to:	Supportworks ITSM 2.x and above

The following describes how to remove all Call-related data from within Supportworks ITSM (for ITSM Enterprise 2.x versions and above).

Please Note

• A backup of the system is advised before following these instructions.
• These instructions will not remove any mail related data.
• If your system has been customised to create additional tables which contain call related data; these tables will also need to be cleared down in addition to the ones listed below. The names of these additional tables may contain either _oc_ or _opencall_.
• Errors indicating that a table does not exist can be ignored.

1. Launch the Supportworks Server Configuration Program, via Start > Programs > Supportworks Server > Supportworks Server Configuration.
2. On the Server Tab, stop the SwServerService process.
3. Launch the Supportworks Interactive SQL Program, via Start > Programs > Hornbill Core Services > Interactive SQL) (Or a Query tool of choice if you're using a database other than that provided by Supportworks)
4. Enter the following statements: (Note: a WHERE clause should be used if you do not wish to DELETE ALL current call data)

   Application Database

   use swdata;

   delete from opencall;

   delete from updatedb;

   delete from calltasks;

   delete from swissues;

   delete from itsm_opencall_problem;

   delete from itsm_opencall_rfc;

   delete from cmn_rel_opencall_aba;

   delete from cmn_rel_opencall_ci;

   delete from cmn_rel_opencall_ila;

   delete from cmn_rel_opencall_kb;

   delete from cmn_rel_opencall_oc;

   delete from cmn_rel_opencall_rakb;

   delete from bpm_oc_auth;

   delete from bpm_oc_hist;

   delete from bpm_oc_stage;

   delete from bpm_oc_task;

   delete from call_activity;

   delete from tpperformance

   delete from extoc_cfh

   delete from extoc_newequip

   delete from extoc_newstarter

   delete from ila_oc_hist;

   delete from itsm_oc_uri;

   delete from itsm_oc_wiz;

   delete from oc_audit;

   delete from onhold_oc_notifiers;

   delete from swkb_feedback;

   delete from userdb_rating;

   update swkb_articles set callref = null; this will leave the knowledgebase article but remove the link to a call

   Knowledgebase Database

   Use sw_knowledgebase;

   delete from kbunpubcalls;

   update kbdocuments set callref = null; this will leave the knowledgebase article but remove the link to a call

   System Database

   Use sw_systemdb;

   delete from opencall;

   delete from updatedb;

   delete from opencall_sla_evts;

   delete from opencall_sla;

   delete from opencall_sla_exc;

   delete from opencall_sla_hold;

   delete from updatedb_call_index;

   delete from wc_calltasks;

   delete from watchcalls;

   delete from system_cfastore;

5. Enter the following statements to reset the call reference counters and close the interactive SQL Window:

   Use sw_systemdb;

   Update system_counters set count=1 where name=’nextcallreference’;

   Exit;

6. Delete all the sub-folders and files in the following location on the Supportworks Server. This folder contains Call File Attachments

   C: /Program Files/Hornbill/Supportworks Server/Data/_cfastore/*.*

   (Where "C: /Program Files/Hornbill/" is the default installation folder)

7. In the Supportworks Server Configuration Program, start the SwServerService process, and check that all test data has been removed.