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.

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