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
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.