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Last Post 8/15/2012 8:01 PM by  Rod Weir
Problem / Issue hierarchy report and how to bulk-reclassify issues for jobs.
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Rod Weir
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--
2/12/2008 1:30 PM

    How is your issue / problem hierarchy looking these days?  Is it out-of control?  If it is, then there's a good chance that the jobs you are logging are not being classified correctly - there's either too much choice, or it's just downright confusing.  Either way, an out-of-control Issue hierarchy can affect your reporting and overall efficiency of your helpdesk.

    See the next post for a link to download a simple, but useful report for a HelpMaster Pro cleanup.  Save it into your "Custom Reports" working folder and access it via the "Custom" tab on the "Reports Selector" screen - double-click to run it.

    This report shows all of your issue codes, as well as their unique database number.

     

    Now that you have this information, it's possible to bulk-reclassify the issue for many jobs.

    WARNING!!  Only experienced SQL database administrators should perform the following and it is strongly recommended to make a backup of your database first.

    Using the example report displayed above, suppose you wanted to reclassify all jobs that were linked to

    Facilities Managements > Air Conditioning > Heating > Too cold

    to

    Facilities Managements > Air Conditioning > Heating > Thermostat

    all you have to do is exectute the following SQL statement on your live HelpMaster Pro database.  Use SQL Server Management Studio to do this.

    Update tblHelpdeskJobs Set IssueLink = 49 Where IssueLink = 50

     

    Please be aware that this SQL statement is a bulk-action statement - that is, it will affect all jobs linked to the issuelink that you specify.  There's no undo when working with databases, so double-check your work.

    Best regards,

    Rod

     

    HelpMaster development team
    Check out the HelpMaster roadmap
    Rod Weir
    HelpMaster development team
    Helpdesk Hall of Fame
    Helpdesk Hall of Fame
    Posts:553
    Points:1013


    --
    8/15/2012 8:01 PM
    An update to this report is now available in the reports swap shop. This report will work against all HelpMaster database versions. The report now includes the PKID, the full issue hierarchy as well as a count of how many times it has been used to classify a job, as well as the date of the last time it was used.

    This is a great report to show how effective your Issue hierarchy design and job classification is.

    Download now from the Reports Swap Shop.
    HelpMaster development team
    Check out the HelpMaster roadmap
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