Can the Detail Type be changed to match an altered CallType?

Version 1

    Details

    Can the Detail Type be changed to match an altered CallType?


    Resolution

    Caution:  Before giving out this information, please ensure the HEAT database is backed up and restorable without issues as these changes could render the database useless if not properly applied.

    Purpose:

    The purpose of this document is to outline what changes need to happen to a HEAT database in order to re-associate the link from a CallType to a Detail Type if the CallType’s value was altered.

     

     

    1. Run      the following statements to the database (SQL server assumption) after      backing up the database.  These      changes are not supported by the HEAT support desk and therefore if      something goes wrong and the database is corrupted and there is no restore      file, we will not be able to restore the database. 

    For this example, the original CallType and Detail Type were named “Change Request” and the assumption is the CallType name was altered to “CAB”.  Views need to be considered as well if there are views configured for the DetailType you are changing.

     

    Below is a list of HEAT Structure tables needing to be modified:

     

    HEATCtrl

    HEATFld

    HEATForm

    HEATTbl

               

             The following SQL statements must be run on all four tables to ensure the changes are universal.  In this example from Demo the Change Request Detail Type also has a view for HEAT Mobile and Self Service and therefore DB values need to be changed for all views:

     

    --System View--

     

    UPDATE HEATCtrl

    SET TableType= 'CAB'

    WHERE (TableType ='Change Request')

     

    UPDATE HEATFld

    SET TableType= 'CAB'

    WHERE (TableType ='Change Request')

     

    UPDATE HEATForm

    SET TableType= 'CAB'

    WHERE (TableType ='Change Request')

     

    UPDATE HEATTbl

    SET TableType= 'CAB'

    WHERE (TableType ='Change Request')

     

     

     

     

    --HEAT Mobile View--

     

    UPDATE HEATCtrl

    SET TableType= 'CAB ¦ Mobile'

    WHERE (TableType ='Change Request ¦ Mobile')

     

    UPDATE HEATFld

    SET TableType= 'CAB ¦ Mobile'

    WHERE (TableType ='Change Request ¦ Mobile')

     

    UPDATE HEATForm

    SET TableType= 'CAB ¦ Mobile'

    WHERE (TableType ='Change Request ¦ Mobile')

     

    UPDATE HEATTbl

    SET TableType= 'CAB ¦ Mobile'

    WHERE (TableType ='Change Request ¦ Mobile')

     

     

    --Self Service View--

     

    UPDATE HEATCtrl

    SET TableType= 'CAB ¦ Self Service'

    WHERE (TableType ='Change Request ¦ Self Service')

     

    UPDATE HEATFld

    SET TableType= 'CAB ¦ Self Service'

    WHERE (TableType ='Change Request ¦ Self Service')

     

    UPDATE HEATForm

    SET TableType= 'CAB ¦ Self Service'

    WHERE (TableType ='Change Request ¦ Self Service')

     

    UPDATE HEATTbl

    SET TableType= 'CAB ¦ Self Service'

    WHERE (TableType ='Change Request ¦ Self Service')

     

     

    1. After      the SQL statements are complete, login to HEAT Administrator module,      create a new Edit Set that contains no changes and commit that Edit Set.
    2. Login      to Call Logging and select the new CallType value on a ticket and the old      Detail screen associated to the original CallType value should now be      associated.
    NOTE:  This document only outlines the basic structure changes that need to take place for re-linking the Detail Type.  Any data changes to call tickets or other validation tables that need to reflect the CallType name change, need to be performed outside the scope of this document.