Difference between revisions of "Unlinking issues from call"
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There may occasions where you are unable to close calls down due to "Issues" being associated to them. | There may occasions where you are unable to close calls down due to "Issues" being associated to them. | ||
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'''Please note: Issues are no longer supported, the feature is a legacy one and has not yet been removed from the product.''' | '''Please note: Issues are no longer supported, the feature is a legacy one and has not yet been removed from the product.''' | ||
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However, if need to view/access please see below: | However, if need to view/access please see below: | ||
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Tools >> Refresh data dictionary. | Tools >> Refresh data dictionary. | ||
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The issues tab should be visible at the bottom part of the Helpdesk view. | The issues tab should be visible at the bottom part of the Helpdesk view. | ||
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This should then allow you to close the call off. | This should then allow you to close the call off. | ||
| − | If the above does not resolve the issue, please see below: | + | |
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| + | '''If the above does not resolve the issue, please see below:''' | ||
You will probably need to modify these directly at the database level. The following SQL statement should disassociate any issues from their parent calls. | You will probably need to modify these directly at the database level. The following SQL statement should disassociate any issues from their parent calls. | ||
| − | 1..On the Supportworks server run the Interactive SQL utility (Start - Programs - Core Services - Interactive SQL) | + | * 1..On the Supportworks server run the Interactive SQL utility (Start - Programs - Core Services - Interactive SQL) |
| − | 2..From the prompt type in the following: | + | * 2..From the prompt type in the following: |
use swdata; [RETURN] | use swdata; [RETURN] | ||
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update swissues set mastercallref = ''; [RETURN] | update swissues set mastercallref = ''; [RETURN] | ||
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Be sure to include the semi colon at the end of each statement. If you are running MS SQL as your primary database however the first update statement | Be sure to include the semi colon at the end of each statement. If you are running MS SQL as your primary database however the first update statement | ||
would have to be done via MS SQL. | would have to be done via MS SQL. | ||
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Be sure to backup the databases before carrying out the above | Be sure to backup the databases before carrying out the above | ||
Revision as of 13:37, 19 June 2018
There may occasions where you are unable to close calls down due to "Issues" being associated to them.
Please note: Issues are no longer supported, the feature is a legacy one and has not yet been removed from the product.
However, if need to view/access please see below:
Tools >> Refresh data dictionary.
The issues tab should be visible at the bottom part of the Helpdesk view.
Click on the tab & this should show the list of issues that have been created, the one that is causing the problem should be there, go into the issue (actions on the menu bar) you can remove the calls.
Once the issue has been removed, revert the view in the data dictionary back to No.
This should then allow you to close the call off.
If the above does not resolve the issue, please see below:
You will probably need to modify these directly at the database level. The following SQL statement should disassociate any issues from their parent calls.
- 1..On the Supportworks server run the Interactive SQL utility (Start - Programs - Core Services - Interactive SQL)
- 2..From the prompt type in the following:
use swdata; [RETURN]
update swissues set mastercallref = ; [RETURN]
use sw_systemdb; [RETURN]
update swissues set mastercallref = ; [RETURN]
Be sure to include the semi colon at the end of each statement. If you are running MS SQL as your primary database however the first update statement
would have to be done via MS SQL.
Be sure to backup the databases before carrying out the above