MKS Implementer 2006 Administration Guide

Updating Calls
Defining the Structured Query Language Statements
Help Desk Integration
When defining the Structured Query Language (SQL) statements for the HDDRSelectSQL
and HDSRSelectSQL properties, specify the selected fields in the following order:
Call ID (10a)
Customer Number (10a)
Customer Name (30a)
Product (10a)
Allocated to (10a)
Waiting on (10a)
Call Status (1a)
DR or SR number (5,0)
The size of the original field in your help desk software is not important because the field
truncates to the size indicated when updating the SupportCenter call header file.
The following is an example SQL statement:
SELECT SUBSTR(S_SRV_REQ.SR_NUM,1,10),
SUBSTR(S_SRV_REQ.CST_OU_ID,1,10), SUBSTR(S_ORG_EXT.NAME,1,30),
SUBSTR(S_PROD_INT.NAME,1,10), SUBSTR(S_EMPLOYEE.LOGIN,1,10),
SUBSTR(S_SRV_REQ.SR_SUB_STAT_ID,1,10),
SUBSTR(S_SRV_REQ.SR_STAT_ID,1,1), SUBSTR(S_SRV_REQ.SR_CST_NUM,3,5)
FROM SIEBEL.S_EMPLOYEE S_EMPLOYEE, SIEBEL.S_ORG_EXT S_ORG_EXT,
SIEBEL.S_PROD_INT S_PROD_INT, SIEBEL.S_PROD_LN S_PROD_LN,
SIEBEL.S_SRV_REQ S_SRV_REQ WHERE S_SRV_REQ.CST_OU_ID =
S_ORG_EXT.ROW_ID AND S_SRV_REQ.PRDINT_ID = S_PROD_INT.ROW_ID AND
S_PROD_INT.PR_PROD_LN_ID = S_PROD_LN.ROW_ID AND
S_SRV_REQ.OWNER_EMP_ID = S_EMPLOYEE.ROW_ID AND ((S_SRV_REQ.SR_CST_NUM
Like 'DR%') AND (S_PROD_LN.NAME Like '%MKS%'))
You run the Associate Calls Update program from the DTBridge Console. A Java class
executes your defined SQL statements, which associates calls with the appropriate DR or SR
and generates a history log of the associated calls. For example, any records containing data
that maps incorrectly (such as alpha data in the numeric DR/SR number field) causes a
warning message in the history log. The invalid records are skipped, and the process
continues with the next record. A total count of all warnings posted (resulting in records not
updated) prints at the end of the log. To view the latest history log, from the DTBridge
Console, click File > View History.
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