Data discrepancy after migration - summary fields not populated

Status:	Published
Version:	2.0
Authors:	HTL QA
Applies to:	Supportworks ESP Version 8.0 and later, Web Client Version 2.2 and later

Data discrepancy after migration - summary fields not populated

When you migrate from v7 to v8, the Problem summary field does not show any information on the Supportworks today page or when you search for Problems and Known errors using the search for requests. The summary is only populated on new problems and known errors logged in v8.

we have found that this is a data issue and can be rectified by doing the following:

1. Stop all Supportworks services on the Supportworks server configuration and the Swsql service on the windows services panel
2. Take a backup of the swdata database in \C:\Program Files (x86)\Hornbill\Core Services\MariaDB\data\swdata if you use Mariadb for swdata nd its equivalent if you use MSSQL
3. The restart the swsql server service on the windows services panel
4. Ideally the script should be run and confirmed in a test environment.

In order to populate the opencall.itsm_title field from itsm_opencall.problem.prb_title the following SQL can be used. Please note that the SwServer needs a restart to populate cache:

Sw/MySQL:
UPDATE opencall, itsm_opencall_problem SET opencall.itsm_title = itsm_opencall_problem.prb_title WHERE opencall.callref = itsm_opencall_problem.callref AND opencall.callclass IN ('Problem','Known Error') AND (opencall.itsm_title IS NULL OR opencall.itsm_title = '')

MS SQL:
UPDATE opencall SET opencall.itsm_title = itsm_opencall_problem.prb_title FROM opencall, itsm_opencall_problem WHERE opencall.callref = itsm_opencall_problem.callref AND opencall.callclass IN ('Problem','Known Error') AND (opencall.itsm_title IS NULL OR opencall.itsm_title = '');