Database Searches

Question: What is Database Searches used for?

Answer:

Database Searches is another way of searching information that is stored in the database end, for example, searches on old calls, searches on certain customer, on certain analsyst and basically any information which is sorted within any table or field within the supportworks database.

Question: Do analysts require the Database Searches feature?

Answer:

Database Searches is not an essential tab to have for analysts, also, they will require the right level of SQL knowledge to make full use of this. This functionailty is more for administrators.

Analysts would only require certain information which they will be able to get via Search for Requests, the only difference is, Database Request requires SQL queries to be entered in order to bring results, whereas Search for Requests uses keywords and call reference numbers.

So the decision is with each admin person whether or not to give the rights to search the supportworks database to each analyst.

Question: How to remove the Database Searches feature?

Answer:

What you may choose to do is remove the Database Searches feature for all analysts, via the Data Dicitonary (Administration > Edit Current Data Dictionary > expand Global Parameters > expand Views > click on Database Search View > change Visible to No > Save and Ok > and then Refresh Data Dictionary).

Question: How to keep this feature for admins?

Answer:

Furthermore, you also have the option to keep Database Searches enabled for yourself and/or other admin users, this can be achieved via the Registry (which is local to each analyst), see below: HKey_Current_User\Software\Hornbill\Supportworks client 7.x\CustomSearch

Ultimately, the Database Searches function is basically the same function as Interactive SQL (which is available on the Supportworks Server itself) and you and/or other admin users should be able to access this by going onto the SW Server > Start > All Programs > Hornbill Core Services > Interactive SQL.