How to move attachments in Helpdesk/Supportcenter to a new location

Version 7
    Question

    Need to move attachments in Helpdesk to a new location or rename the server they are stored on.

    Answer

    When attachments are added to incidents in Helpdesk they are stored in a physical folder on the server and the CALLATTACH_HDW and ACALLATTACH_HDW tables in the database stores the paths to the those attachments (including the paths to files attached via Helpdesk Internet Edition which may be stored on the web server).

     

    The attached scripts can be used to change the server name in the paths so that they reflect the new lcoation of the attachments.

     

    The 'CALLATTACH_HDW.sql' script updates the paths to attachments for live calls and the 'ACALLATTACH_HDW.sql' script updates the paths to attachments for archived calls.

     

    You will usually need to run both scripts against a database when the path to the attachments changes.

     

    Make sure you take a full, up-to-date, restorable backup of the Helpdesk database before running these scripts and make sure you change the @oldservername and @ newservername variables at the top of the script to reflect your servernames.

    Environment

    Helpdesk/Supportcenter All versions