How to Delete all Supportworks ITSM Call Data

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

How to Delete all Supportworks ITSM 2.x Call Data

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

Please note that this will not remove any mail related data.

A backup of the system is advised before following these instructions.

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 If on Third Party Db the Query tool of choice)
4. Enter the following statements: (Note: a WHERE clause should be used if you do not wish to DELETE ALL current call data)

   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_ci;

   delete from cmn_rel_opencall_oc;

   delete from bpm_oc_auth;

   delete from bpm_oc_hist;

   delete from bpm_oc_task;

   delete from tpperformance

   delete from extoc_newequip (if present)

   delete from extoc_newstarter (if present)

   Use sw_systemdb;

   delete from opencall;

   delete from updatedb;

   delete from opencall_sla_evts;

   delete from opencall_sla;

   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 the following files

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

   (Where "C: /Program Files/Hornbill/" is the default installation folder and "FOLDER" is the folder containing the File attachments for the given range of calls)

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