Increasing the Number of Tiers Available for Call Profiles

Status:	Published
Version:	1.0
Authors:	HTL QA
Applies to:	Supportworks ESP up to Version 7.4.1 (then in on-line help)

Increasing the Number of Tiers Available for Call Profiles

If you need more detailed profiling of calls, you can increase the levels of nesting available for your system's problem/request profiles and/or resolution profiles up to a maximum of 51 profile tiers.

The procedure to increase the number of tiers for problem/request profiles is as follows:

1. Ensure that your database files are backed up, and that all Supportworks clients are logged off for the duration of this procedure.
2. Select Start > Programs > Supportworks Server > Supportworks Server Configuration to launch the Supportworks Server Configuration utility.
3. Stop the SwServerService service (after stopping the dependent SwMailService and SwMailSchedule services).
4. Select Start > Programs > Hornbill Core Services > Database Schema Editor to launch the Database Schema Editor.
5. In the Database Schema Editor's browser tree, expand the database used by the Supportworks server (swdata by default).
6. Select the opencall table.
7. In the Columns tab of the right-hand pane, find the probcode column, and double-click it.
8. In the Column Attributes dialogue box that opens up, increase the Max Data Size value to an appropriate amount. For every additional tier required, you have to increase the existing value by 5. Thus, increasing the value from its default of 32 to 37 will increase the number of problem/request profile tiers from the default of 6 to 7, and increasing the value from 32 to 42 will increase the number of tiers from 6 to 8. The maximum value that the Max Data Size parameter can be set to is 255, which means that the maximum possible number of tiers is 51.
9. Click OK in the dialogue box.
10. In the Database Schema Editor's browser tree, select the pcdesc table and, in the same way as above, increase the Max Data Size value of its code column to match the value entered for opencall.probcode, and then click OK.
11. In the Database Schema Editor's browser tree, select the pcinfo table and, in the same way as above, increase the Max Data Size value of its code column to match the value entered for opencall.probcode, and then click OK.
12. From the Database Schema Editor's Database menu, select Apply Specification to Physical Database.
13. In the dialogue box that pops up, click Apply and, when prompted, click Yes to confirm your changes.
14. Close the Database Schema Editor.
15. Back in the Server Configuration utility, start the SwServerService service.
16. Log into Supportworks via a client and check to ensure that the changes have taken effect.

To increase the number of tiers for resolution profiles, follow the same procedure as outlined above, but change the Max Data Size values for the opencall.fixcode, rcdesc.code and rcinfo.code columns instead.