Knowledge Doc Max Resolution Backend Database Storage

Document ID:  TEC1867627
Last Modified Date:  08/02/2017
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Products

  • CA Service Desk Manager

Releases

  • CA Service Desk Manager:Release:12.6 CA SDM
  • CA Service Desk Manager:Release:12.7 CA SDM
  • CA Service Desk Manager:Release:12.9 CA SDM
  • CA Service Desk Manager:Release:14.1
  • CA Service Desk Manager:Release:17.0

Components

  • Svc Desk KT:SDKT
  • Svc Desk Database:SDDB
Introduction:

Under the Administration tab, Knowledge -> Documents -> Document Settings, there is an option to set the maximum number of characters in the resolution field.  The value can be set to a maximum of 256000 characters.  However, the corresponding field in the SKELETONS Knowledge Doc table, RESOLUTION_TEXT, tops out at 32768 characters.  This document answers how the additional resolution text is stored in the backend database.

Question:

How does KD store additional Resolution information when the "Maximum Resolution Size" in Knowledge (Administration tab, Knowledge -> Documents -> Document Settings) is set to a value higher than the SKELETONS.RESOLUTION_TEXT schema field specification of 32768 characters?

Answer:

With the higher value set, the first portion of the given resolution text will be written to table/field SKELETONS.RESOLUTION_TEXT.  Once this field's space has been expended, additional Resolution text will then continue to be written under table LONG_TEXTS, field ACTUAL_TEXT.

Depending on the length of the given resolution, subsequent entries may continue to be written to table LONG_TEXTS to accommodate.  In one testing scenario, there were about 6 extra entries under table LONG_TEXTS written to accommodate the large resolution text used in testing.

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