SA-Expert

Advisor Technical
Version 5.0
Reference

Copyright © 1997 by Software Artistry, Inc.

All rights reserved
 All rights to this publication are reserved. No part of this manual may be reproduced or transmitted in
any form or by any means, electronic or mechanical, including photocopying and recording, for any
purpose other than the purchaser’s personal use without the written permission of Software Artistry,
Inc.
SA-Expert Evolution, SA-Expert Foundation Manager, SA-Expert Administrator, SA-Application
Software Expert, SA-Expert Advisor, and SA-EXPERTISE are trademarks of Software Artistry, Inc.
Crystal Reports is a registered trademark of Seagate Software, Inc.
NetCensus is a registered trademark of Tally Systems Corp.
IBM, OS/2, and DB2/2 are registered trademarks of International Business Machines Corp.
Microsoft and Windows are registered trademarks of Microsoft Corp.
Oracle, Oracle 7, SQL*DBA, SQL*Net, and SQL*Plus are trademarks of Oracle Corp.
SQLBase, SQLTalk, and SQLRouter are trademarks of Gupta Technologies, Inc.
SYBASE, Transact-SQL, and DB-Library are trademarks of Sybase, Inc.
Any other products mentioned in this document are trademarks of their respective companies.

Part Number: SAI-E111297EA50-05

 Table of Contents

About this Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Purpose of this Book . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
What this Book Contains . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
What You Will be Able to Do . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Audience Considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
Who Should Read this Book . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10
What You Should Know Before Beginning . . . . . . . . . . . . . . . . 11
Contents Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
What is in this Book . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11
Information on Third-Party Products . . . . . . . . . . . . . . . . . . . . . 12
Document Conventions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
What are Document Conventions? . . . . . . . . . . . . . . . . . . . . . . . 12
Instructions for Windows, OS/2, and UNIX Users . . . . . . . . . . . 12
Icons in this Book . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Caution Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
What You Type . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Product Names . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
The Expert Advisor Documentation Set . . . . . . . . . . . . . . . . . . 14
Other Books in this Set . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Online Books . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Chapter 1 Product Overview. . . . . . . . . . . . . . . 17

Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Application Hierarchy. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
 Chapter 2 Customization Methodology . . . . . . 21
Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Support Policy. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Customization Guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Types of Configurations and Customizations . . . . . . . . . . . . . . 23
Methodology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Test Environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Modularity in Customization . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
File Format . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
[Link] File Headers . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Expert Advisor KB File Headers . . . . . . . . . . . . . . . . . . . . . . 28
Procedure Headers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Database Customizations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Migration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Database Migration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Source Code Migration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Chapter 3 Flex Fields . . . . . . . . . . . . . . . . . . . . . 33

Introduction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Flex Field Benefits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Flex Field Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Flex Field Availability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Available Flex Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Dialog Box Reference for Flex Fields . . . . . . . . . . . . . . . . . . . 38

4 SA-Expert Advisor 5.0

Chapter 4 Customizing Routines and Events . 43
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Routines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
The Customization Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45
Pre- and Post-Event Handlers . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Pre-Event Handler Return Codes . . . . . . . . . . . . . . . . . . . . . . . . . 49
Post-Event Handler Return Codes . . . . . . . . . . . . . . . . . . . . . . . . 50
State Transitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
User Callouts. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

Chapter 5 Records . . . . . . . . . . . . . . . . . . . . . . . 57
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
The Context Record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Definition of Key Internal Record Structures . . . . . . . . . . . . . . 62
CallDataRecord Record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
ProblemRecord Record . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

Appendix A Data Dictionary . . . . . . . . . . . . . . . . 69

Data Tables . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
ALARMS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
ANNOTATION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
CACHE_CONTROL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 73
CALL . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
CALL_CODES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
COMPONENT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
CONTACTS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
COUNTERS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
CTI_CONFIG . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
DIAGNOSTIC_AID . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
DICTIONARY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
DISPATCH . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
EACOLUMNS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 80
EA_TRANSITIONS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
ESCALATION_LOG . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
ESCALATION_RULES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

Technical Reference 5
 ESCALATION_TYPES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
ESCALATION_USERS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
GROUPS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
HOMEPAGES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
HOMESCREEN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
HYPERNODE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
ICONBAR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
INVENTORY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
INVENTORY_CONFIG . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
ITEM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
KEYWORD_MATRIX . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 87
LOCATION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
MEMBER_OF . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
MENUBAR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
MODULE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
NOTIFICATIONS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
NOTIFY_TYPES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 90
NOTIFY_USER_GROUP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
PROBLEMS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
PROBLEM_CLOSURE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93
PROBLEM_CODES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
PROBLEM_HISTORY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96
PROBLEM_TYPE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
PROB_TRANSFER . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
RESPONSE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
RIGHTS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
RIGHTS_REQUIRED . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
SAI_APPLICATIONS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
SAI_APP_PARAMS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
SESION . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 99
SEVERITY_LEVELS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
SKILLS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100
SOLUTIONS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
SYSTEM . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
SYSTEM_ACTIONS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102
SYSTEM_PROFILE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
TERMINOLOGY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
TIMEZONES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
USERS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
VENDOR . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106
WORK_HISTORY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106

6 SA-Expert Advisor 5.0

 Data Views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
AID_VIEW . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108
CALL_HISTORY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
CHILDLESS_NODES . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
DIAG_CONTINUE . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
DICTIONARY_VIEW . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
DIFF_FROM_PARENT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
DISPATCH_VIEW . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
ETREE_NODE_PARENT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
KW_MATRIX_VIEW . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 115
NODE_WITH_PARENT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 116
PROBLEM_VIEW . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
ROOTS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120

Appendix B Expert Advisor

KB File Descriptions . . . . . . . . . . 121
Alphabetical Listing of Expert Advisor KB Files. . . . . . . . . . 122
Expert Advisor KB Files by Function. . . . . . . . . . . . . . . . . . . 125
Alarm Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
Call Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
Diagnostic Aid Usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
Escalation Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
Expert Advisor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
Generic Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126
Home Screen and Sub Sections . . . . . . . . . . . . . . . . . . . . . . . . . 127
Integration Point . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
Maintenance . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
Notification Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
Problem Handling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
Solution Purge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 129
User-Definable Code Points . . . . . . . . . . . . . . . . . . . . . . . . . . . 129

Appendix C Expert Advisor

DF File Descriptions . . . . . . . . . . . . . . . . . . . . . . 131
Alphabetical Listing of Expert Advisor DF Files . . . . . . . . . . 132

Technical Reference 7
 Appendix D Expert Server KB and DF File Descrip-
tions . . . . . . . . . . . . . . . . . . . . . . . 135
Alphabetical Listing of Expert Server KB Files . . . . . . . . . . . 136
Expert Server KB Files by Function . . . . . . . . . . . . . . . . . . . . 136
Diagnostic Processing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
Main Agent Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137
Main Server Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 137
Problem Closure Processing . . . . . . . . . . . . . . . . . . . . . . . . . . . 137
Expert Server DF File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138
[Link] . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138

Index. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139

8 SA-Expert Advisor 5.0

About this Guide

n Purpose of this Book

n Audience Considerations
n Contents Overview
n Document Conventions
n The Expert Advisor Documentation Set
 Purpose of this Book

What this Book Contains

The SA-Expert Advisor 5.0 Technical Reference provides the
technical information you need to customize Expert Advisor and
Expert Server.

What You Will be Able to Do

By reading this book, you will be able to:
n Understand the application architecture of Expert Advisor and
Expert Server
n Understand the recommended techniques for customizing Expert
Advisor and Expert Server
n Find the DF files, KB files, and event handlers you want to modify

Audience Considerations

Who Should Read this Book

This book is written for programmers and system administrators who
are responsible for customizing Expert Advisor. In addition, the
following people may find information in this book helpful:
n The SA-Script programmer who customizes Expert Advisor
n Network support personnel who provide software assistance to
Expert Advisor users
n System administrators of other EXPERTISE products that interact
with Expert Advisor

10 SA-Expert Advisor 5.0

 Contents Overview

What You Should Know Before Beginning

Before you begin making customizations, you should be familiar with
the following:
n SA-Script programming language
n ASE Tookit
n ESMBuild utility
n SQL
n The use and system administration functions of Expert Advisor
n The customizations required for your enterprise
SA-Script programmers who customize Expert Advisor should attend
the Software Artistry customization training courses. For more
information about product training courses, call the Software Artistry
Customer Support Center.

Contents Overview

What is in this Book

This book contains the following chapters and appendices.
n Chapter 1, “Product Overview,” describes Expert Advisor and
how it integrates with other Software Artistry products.
n Chapter 2, “Customization Methodology,” describes the types of
customizations you can perform and presents a recommended
methodology to follow.
n Chapter 3, “Flex Fields,” describes the extra, unused database
fields that you can use to store custom data.
n Chapter 4, “Customizing Routines and Events,” describes how
you can customize routines and events using the files that Expert
Advisor includes specifically for customizations.
n Chapter 5, “Records,” describes the internal data structures for
the Context, CallDataRecord, and ProblemRecord records.
n Appendix A, “Data Dictionary,” lists the data tables and data
views for Expert Advisor.
n Appendix B, “Expert Advisor KB Files,” lists all the Expert
Advisor KB files alphabetically and by function.

Technical Reference 11
 n Appendix C, “Expert Advisor DF Files,” lists all the Expert
Advisor DF files alphabetically.
n Appendix D, “Expert Server KB and DF Files,” lists all the
Expert Server KB and DF files alphabetically and by function.

Information on Third-Party Products

Software Artistry documents products created at Software Artistry.
Sometimes, products created by other software manufacturers are
shipped with our products. In these cases, we ship the documentation
that was produced by the original software manufacturer.
Because Software Artistry does not support products created by other
software manufacturers, please contact the original manufacturer if
you need assistance while using their software. If you need assistance
while using any Software Artistry product, please call the Software
Artistry Customer Support Center.

Document Conventions

What are Document Conventions?

Document conventions are special features designed to help you find
information quickly. This section describes the conventions that are
used in this document.

Instructions for Windows, OS/2, and UNIX Users

This document contains only one set of instructions for each task that
you can perform. This is because Expert Advisor works virtually the
same in Windows, OS/2, and UNIX. If there are special
considerations for a particular operating system, they are noted in the
text.

Icons in this Book

This book uses icons as visual cues to help you find information. This
section illustrates the icons and what they are used for.

12 SA-Expert Advisor 5.0

 Document Conventions

Tips
Tips help you apply the information in the text to your
implementation of Expert Advisor. They may include shortcuts or
time-saving advice. The following is an example of a tip.

Tip You can switch between Expert Advisor and

other systems running on your machine.

Notes
Always read notes. Notes are important points that you should
understand. They offer important information, and they explain
special circumstances. The following is an example of a note.

Note Always save your data before you quit the

program.

Caution Notes
Always read cautions. Cautions alert you that data integrity could be
at risk when performing a task or step. The following is an example of
a caution.

Caution Before installing Expert Advisor, be sure to

back up your database.

Technical Reference 13
 What You Type
Characters you need to type exactly as shown in the instructions are
in bold. For example:
n To run inventory reports, type the module name i_report.kbc in
the Procedure box.
Information you need to supply is shown in italics. For example:
n In the Description box, type your initials.

Product Names
Throughout the documentation set, Software Artistry products are
referred to by the names listed in the following table.

Product Name Referred to as

SA-EXPERTISETM for ESM EXPERTISE

SA-Application Software Expert ASE

SA-Expert Advisor Expert Advisor

SA-Expert Evolution Expert Evolution

SA-Expert Foundation Manager Expert Foundation Manager

SA-Expert Mail Agent Expert Mail Agent

SA-ExpertView ExpertView

The Expert Advisor Documentation Set

Other Books in this Set

In addition to this book, the Expert Advisor documentation set
includes several other books.
n SA-EXPERTISE for ESM 5.0 Installation Guide
This book provides step-by-step instructions for installing all
applications in the EXPERTISE suite. It also contains
instructions for creating the database structure for EXPERTISE
suite tables and views.

14 SA-Expert Advisor 5.0

 The Expert Advisor Documentation Set

n SA-Expert Advisor 5.0 Archive Utility Guide

This book explains how can use the Archive Utility to reduce the
size of Expert Advisor databases by moving data to a new
location, or by deleting data. This utility recovers disk space and
maintains a high level of performance for Expert Advisor.
n SA-Expert Advisor 5.0 Diagnostic Administrator’s Guide
This book explains the creation and maintenance of solution
records in the Expert Advisor Diagnostic Aids.
n SA-Expert Advisor 5.0 Fundamentals Guide
This tutorial describes the basic features and processes that new
Expert Advisor users need to know.
n SA-Expert Advisor 5.0 User’s Guide
This book explains the Expert Advisor features and procedures
used by help desk analysts.
n SA-Expert Advisor 5.0 System Administrator’s Guide
This guide explains how to configure and maintain Expert
Advisor.
n SA-Expert Advisor 5.0 Entity Relationship Diagram
This poster-sized entity relationship diagram of Expert Advisor’s
data model provides a reference to programmers customizing
Expert Advisor.

Online Books
All of the books in the Expert Advisor documentation set are
available as online books. To view these documents, use the Adobe
Acrobat Reader, which comes with ASE.
If these online books were installed, you can access them through the
Start menu and through their icons in the SA-Expert Advisor folder.
The online books are also available on the SA-Expert Advisor
CD-ROM. On the CD-ROM, the online books are available in the
\docs\pdf folder.

Technical Reference 15
16 SA-Expert Advisor 5.0
 Product Overview
1

n Introduction
n Application Hierarchy
 1 Product Overview

Introduction
This book is provided as a reference tool for you to use when
customizing Expert Advisor. You can use it to find information about
how the program files work.
This book describes the customizations that you can make to Expert
Advisor. Customizations are changes that affect the program’s source
code. If you want to configure, rather than customize, Expert
Advisor, refer to the SA-Expert Advisor System Administrator’s
Guide. Configuration is the process of making changes within the
application without affecting the source code. It might include, for
example, choosing option buttons, specifying file locations, and
selecting check boxes to indicate how you want certain features to
work.
When you make customizations, use the customization methodology
provided in this guide. See Chapter 2, “Customization Methodology.”
You should follow this methodology so that you will be able to
maintain your customizations when migrating to future versions of
Expert Advisor.
Before you perform any customizations, you should be familiar with
the application hierarchy, which is described in the following section.

Application Hierarchy
Expert Advisor is part of an integrated suite of products. These
products provide the tools your help desk can use to expand beyond
call and problem management.
When you install Software Artistry products, the required program
files are created under the SAI root directory. Each individual product
has its own directory under the SAI root directory, as illustrated in the

18 SA-Expert Advisor 5.0

 Application Hierarchy

following figure. Expert Advisor contains integration points to the

other applications through the files listed under Ea.

SAI

Ea EServer Ee Efm *
Ema Ev

[Link]
[Link]
[Link]
[Link]
.
.
. * Expert Mail Agent (EMA) is
a stand alone product and
all other KB files is not called by Expert Advisor.

There are several types of program files, as described in the following

table.

Files with this contain...

extension...

.kb procedural code. Each functional area

of the application is written in a
separate knowledgebase (KB) file.

.df specifications for dialog boxes and

terminology.

.kbc parsed versions of the original KB

files.

.dfc parsed versions of the original DF files.

Caution Customizing the Expert Advisor base code

may affect other Software Artistry products.

Expert Advisor is the Software Artistry product that your company For more about
can use to register calls, and solve and manage problems in a Expert Server and
3-tier installations,
client/server environment. Expert Server resides on the application refer to the
server in 3-tier installations to handle the diagnostic functions and SA-Expert Advisor 5.0
closing of business transactions for Expert Advisor. System
Administrator’s Guide.

Technical Reference 19
 1 Product Overview

The following list describes the other Software Artistry products

included in the suite.
n Expert Evolution (Ee) helps organizations manage and
implement all types of change in a business environment, from
change request through implementation. Expert Evolution can
track and manage a change that results from a problem reported
in Expert Advisor. For example, a user could report a problem
with a computer that leads to a request for a new hard drive.
Expert Evolution manages this change request from estimating
cost through scheduling installation.
n Expert Foundation Manager (Efm) provides complete
management of an asset through its life cycle. Expert Foundation
Manager tracks the various stages of inventory, including
purchase, installation, relocation, maintenance, upgrade, and
disposal. Your company can retrieve all the information it needs
to have a clear picture of the “total cost of ownership” for each
asset.
n Expert Mail Agent (Ema) gives remote employees and
customers direct access to the Expert Advisor knowledgebase and
Diagnostic Aids through corporate e-mail systems. Expert Mail
Agent enables users to search for solutions to problems without
directly contacting a help desk analyst.
n ExpertView (Ev) links network and systems management
platforms, such as HP Openview and IBM Netview, to help desk
operations. ExpertView assists help desk analysts and network
specialists in diagnosing and tracking problems with nodes on the
network. ExpertView also allows Expert Advisor analysts to
receive network node information from the network management
platform. In this way, help desk analysts can work with problems
for nodes on the network.

20 SA-Expert Advisor 5.0

 Customization
2 Methodology

n Introduction
n Support Policy
n Customization Guidelines
n Types of Configurations and Customizations
n Methodology
n Migration
 2 Customization Methodology

Introduction
Any customizations you make to Software Artistry products should
focus on easing migration from one product or version to another.
The customization methodology described in this chapter ensures an
easy migration process.

Support Policy
If you experience problems related to customizations, the Software
Artistry Customer Support Center provides 15 minutes of support for
each customization-related problem. To receive assistance, you must
be able to provide the Customer Support Center with one screen of
code (less than 50 lines) that causes the error to occur.
If your customizations require more in-depth analysis, the Customer
Support Center will transfer you to Software Artistry's Professional
Services Organization. At that point, you can contract for more
assistance or additional training.

Customization Guidelines
When you make customizations, follow the guidelines in this chapter.
These guidelines should be reviewed by all programmers making
modifications to Expert Advisor.
n You should test changes to dialog boxes in OS/2, Windows, and
UNIX.
n Do not modify the [Link] file unless you are sure of what you
are doing. This program contains the “report” layout functionality
that is used for the Print button.
n Use a version control system for any file you intend to change.
Check in the unmodified source file and make the Software
Artistry version the first version, then check the modified
versions into the same version control system used for the source
file.
n Delimit changes you make to the software with a unique
beginning and ending string marker so you can easily locate your
changes.

22 SA-Expert Advisor 5.0

 Types of Configurations and Customizations

When updated versions of files arrive from Software Artistry,

compare the original version and the new version, and merge your
changes into the new file. Using version control software reduces the
amount of time and effort you spend migrating to a new version.

Types of Configurations and Customizations

Because you can configure most features in Expert Advisor, you
should not have to make many customizations. The following table
describes the types of features you can configure.

Classification Configuration

Profile Terminology - Expert Advisor includes

terminology variables that you can set to
modify the application terminology for your
business.

Process flow - Expert Advisor includes a

set of state transitions. Transitions are
placeholders in the application workflow.
You can configure routines to run before or
after each transition.

Rights - In Expert Advisor, you can grant

security rights to users and groups to control
access to certain actions.

Data setup Equipment definitions - You can set up

and maintain the hierarchy (system,
component, item, and module) that Expert
Advisor uses to classify problems.

Solutions - You can set up and maintain the

solutions that are available in the database
for solving new problems.

Diagnostics - You can set up and maintain

the Diagnostic Aid information that analysts
can use to solve new problems.

Technical Reference 23
 2 Customization Methodology

Classification Configuration

External procedures You can configure Expert Advisor to

invoke external procedures from Diagnostic
Aid descriptions and solutions.

For example, if the solution to a printer

problem is to change the toner cartridge,
you can add a hypermedia link from the
solution to execute an external file that
displays instructions for changing the
cartridge.

Database fields Expert Advisor includes a set of unused flex

fields in the database. When you need
additional database fields, you can use these
fields rather than adding new ones.

Graphical user interface You can use the ASE I-designer to modify
dialog boxes, control positions, columns,
and button labels.

The types of modifications for which you need to make

customizations are:
n Additional database fields - Expert Advisor includes flex fields
for the database tables that are most commonly customized. If
you cannot use the flex fields to satisfy your need for additional
database fields, you must customize Expert Advisor and add new
database fields.
n Additional procedures - If you cannot use transitions or
hypermedia links to invoke the procedures you want to make
available in the application, you must customize the Expert
Advisor source code.
n Modified features - If you want to modify existing Expert
Advisor features, you need to customize the corresponding source
code.

24 SA-Expert Advisor 5.0

 Methodology

Methodology
The following information describes the recommended customization
methodology.

Test Environment
Create a test environment that includes:
n An application source code directory that:
Ÿ Contains all modified KB and DF files
Ÿ Is accessible only by programmers making the
modifications

Note KB files should be parsed only in the TEST

directory. When you parse the files, the KBC files
are deleted and recreated. If the parse is
unsuccessful, the new KBC files are not created.

n A test ADVISOR database, where:

Ÿ The SQL Configuration Editor should default to the TEST
data source name.
Ÿ The structure of the test database should be identical to the
production database.
Create and test all your customizations in the test environment, rather
than in the production environment.

Modularity in Customization
Customizations should be as modular as possible. To keep your
customizations modular:
1. Create a KB file called [Link], where all modifications
will reside. This file is the knowledgebase for any customizations
made to Software Artistry products written in SA-Script.
2. Edit each KB file that you want to modify and add
[Link] in the USES section.
You can access modifications from either a procedure or function call
to the [Link] file. However, as a general rule, you should call

Technical Reference 25
 2 Customization Methodology

modifications requiring more than five lines of code from a

procedure.
By using one file, you can easily find all information about a
modification. This also allows for easier migration from one product
version to another.
For example, suppose you want to track information about the
departments to which your users and contacts are assigned.
n Create new KB files to gather the data (child processes). In this
example, there is one file for each of three departments.
n Create a [Link] file and call the new KB files from that
file.
n Edit the Expert Advisor KB files you want to change by adding a
reference to [Link] in their USES section.

[Link] [Link]

[Link] [Link] [Link]

[Link] [Link]

The edited KB files call the [Link], which calls the child
processes. The child processes of [Link] are accessible only
through [Link].

File Format
Use [Link] to hold:
n New record types
n New constants
n New global variables
n References to new procedures in the files containing the child
processes

Tip Add all documentation for customizations to the

[Link] file.

26 SA-Expert Advisor 5.0

 Methodology

Documentation
You should document all modifications to all files, whether existing
or new. Use the following guidelines for documenting your
customizations.

[Link] File Headers

Every modification you make should have a customization header in
the [Link] file. Even if a modification consists of a one-line
change, you should include a header. In this header, describe:
n The modified KB and DF files
n Any database changes
n The name of the script file used to alter the product tables
n The purpose of the modification
Use the following file header format for [Link] and any
children of [Link]:
(*+--------------------------------------------------*
*
* [Company]:name of company performing the customizations
* [Company Initials]:initials of the company performing the
* customizations
* [Dept]:
* [Name]:the programmer’s name
* [Product]:Expert Advisor
* [Product Version/ASE Version]:5.0/ASE 5.0
*
* [Customer (Company) Name]:name of company performing the
* customizations
*
* [Document Names/Completion Date/Modification Range]: the
* design document name outlining the customizations
*
* [Database Script]:name of the script for any database
* modifications
*
* [Program Name]:name of the knowledgebase, for example
* [Link]
*
* [Purpose]:why this knowledgebase was created
*
* Copyright Software Artistry, Inc. <Year> (C) All rights
* reserved.
*--------------------------------------------------------+*)

This is the absolute minimum for a file header format. You can add
more information for further clarification.

Technical Reference 27
 2 Customization Methodology

Expert Advisor KB File Headers

For each customization within a base Expert Advisor KB file, create a
header that includes the following information:
n A modification number
n The month, day, and year created
n The programmer’s initials
n The next modification series for the programmer

Create a trailer section containing the same information.

The following is an example of a header section, followed by an
example of a trailer section.
(*****************************************************
Begin Modification Number: MOD00012
Date: 12/24/1997
Programmer: DGH
Sequence: 1
******************************************************

--Force the window to clear WinClear($Handle);

******************************************************
End Modification Number: MOD00012
Date: 12/24/1997
Programmer: DGH
Sequence: 1
******************************************************

28 SA-Expert Advisor 5.0

 Methodology

Procedure Headers

For each procedure, add a header that includes:

n The list of modified KB files. Under each KB name in the list,
also include:
Ÿ The list of modified procedures, functions, and events
within that KB file.
Ÿ Other modified sections (USES, TYPES, CONSTANTS,
and so on) within that KB file.
n Database modifications, including:
Ÿ Names of modified database tables
Ÿ Names of new or modified columns
n Any dialog box modifications, including:
Ÿ The name of the dialog box
Ÿ A description of the modifications
Any modifications, whether in [Link] or not, should be
documented in [Link] using the previously described
guidelines.

Technical Reference 29
 2 Customization Methodology

Database Customizations
When making database customizations, follow the instructions
included in the following list.

Caution Never make changes to the database without

having a reliable backup of the database.

All database changes should:

n Be stored in a file named [Link] and executed using
ESMBuild. This file must follow the format of the ESM database
scripts. You can reuse this file whenever you need to recreate
your customized database structure.
n Be done by a database administator in the production
environment.
n Be done only after a reliable database backup is made.
If the database script you run drops tables or views, you may need to
again grant rights to your users, depending on your database
environment. When possible, you should alter tables, rather than
dropping and recreating them.

30 SA-Expert Advisor 5.0

 Migration

Migration
Placing code customizations in the [Link] and placing
database customizations in the [Link] files makes migrating
to new versions easier. All of the modifications reside in a single file
that you can easily add to the program files for the new version.
There are two components to the migration to a new version:
n Database migration
n Code migration

Database Migration
If no customizations have been made to the ADVISOR database, you
can skip this section.
If your organization has added or modified the ADVISOR database,
you must do the following:
n In a test area, run the ESMBuild utility.
n Execute the single script [Link] to make your required
changes.
n Modify the migration utility provided with the new release.

Source Code Migration

To migrate customized source code, do the following:
n Identify the modified KB files by using the Grep command or
some other search utility to find all references to [Link].
Each KB file that was customized should have a call to
[Link] in its USES section.
n Install the new version of the application in a test environment.
n Move [Link] to the test environment.
n Re-insert calls to [Link] into the customized KB files in
the test environment.

Technical Reference 31
 2 Customization Methodology

Tip The SA-Script DelegateEvent statement and the [Link]

file make customizations to the source code almost
obsolete. Refer to Chapter 4, “Customizing Routines and
Events,” for more information on externalizing
customizations.

32 SA-Expert Advisor 5.0

 Flex Fields
3

n Introduction
n Available Flex Fields
n Dialog Box Reference for Flex Fields
 3 Flex Fields

Introduction
Flex fields are extra, unused fields defined in certain tables of the
Expert Advisor database. With flex fields, you can:
n Configure Expert Advisor to store your own custom data.
n Collect any kind of data that is not already present in the Expert
Advisor database.
You can add new text boxes to view or edit flex field data in certain
dialog boxes.

Flex Field Benefits

Flex fields provide two important benefits:
n Configuration – Because flex fields already exist in the Expert
Advisor database, you do not need to alter the Expert Advisor
database. When you run ESMBuild, flex fields are built along
with the standard fields in the Expert Advisor database.
n Migration – When you upgrade to future versions of Expert
Advisor, the data in flex fields migrates like the data in the
standard database fields. (You must, however, add the same
customized text boxes to your new dialog boxes.)

Flex Field Types

Expert Advisor has flex fields in the following Expert Advisor
database tables:
n CALL
n CONTACTS
n LOCATION
n PROBLEMS
n SOLUTIONS
n USERS
Each table contains the following types of flex fields:
n Two Date flex fields
n Two Time flex fields
n Four Integer flex fields

34 SA-Expert Advisor 5.0

 Available Flex Fields

n Four variable character (VARCHAR) flex fields

Flex Field Availability

The flex fields in a particular database table are designed to work
with a specific group of dialog boxes in Expert Advisor. Some dialog
boxes may not be able to use flex fields in certain database tables.
Additionally, there may be other constraints for using flex fields. For
example, some flex fields are read-only in certain dialog boxes and
read-write in other dialog boxes. A table is provided later in this
chapter so that you can identify the dialog boxes where flex fields are
available.

Available Flex Fields

This section describes the table, field name, and data type for each
flex field.

Tip If you want to be able to use a flex field to inquire for or

search for records, you can improve system performance
by creating an index on that flex field column.

Table Name Flex Field Name Data Type

CALL FLX_CAL_DATE1 DATE

FLX_CAL_DATE2 DATE

FLX_CAL_INT1 INTEGER

FLX_CAL_INT2 INTEGER

FLX_CAL_INT3 INTEGER

FLX_CAL_INT4 INTEGER

FLX_CAL_TIME1 TIME

FLX_CAL_TIME2 TIME

FLX_CAL_VCHR1 VARCHAR2(250)

FLX_CAL_VCHR2 VARCHAR2(250)

FLX_CAL_VCHR3 VARCHAR2(250)

FLX_CAL_VCHR4 VARCHAR2(250)

CONTACTS FLX_CON_DATE1 DATE

Technical Reference 35
 3 Flex Fields

Table Name Flex Field Name Data Type

FLX_CON_DATE2 DATE

FLX_CON_INT1 INTEGER

FLX_CON_INT2 INTEGER

FLX_CON_INT3 INTEGER

FLX_CON_INT4 INTEGER

FLX_CON_TIME1 TIME

FLX_CON_TIME2 TIME

FLX_CON_VCHR1 VARCHAR2(250)

FLX_CON_VCHR2 VARCHAR2(250)

FLX_CON_VCHR3 VARCHAR2(250)

FLX_CON_VCHR4 VARCHAR2(250)

LOCATION FLX_LOC_DATE1 DATE

FLX_LOC_DATE2 DATE

FLX_LOC_INT1 INTEGER

FLX_LOC_INT2 INTEGER

FLX_LOC_INT3 INTEGER

FLX_LOC_INT4 INTEGER

FLX_LOC_TIME1 TIME

FLX_LOC_TIME2 TIME

FLX_LOC_VCHR1 VARCHAR2(250)

FLX_LOC_VCHR2 VARCHAR2(250)

FLX_LOC_VCHR3 VARCHAR2(250)

FLX_LOC_VCHR4 VARCHAR2(250)

PROBLEMS FLX_PRO_DATE1 DATE

FLX_PRO_DATE2 DATE

FLX_PRO_INT1 INTEGER

FLX_PRO_INT2 INTEGER

FLX_PRO_INT3 INTEGER

FLX_PRO_INT4 INTEGER

36 SA-Expert Advisor 5.0

 Available Flex Fields

Table Name Flex Field Name Data Type

FLX_PRO_TIME1 TIME

FLX_PRO_TIME2 TIME

FLX_PRO_VCHR1 VARCHAR2(250)

FLX_PRO_VCHR2 VARCHAR2(250)

FLX_PRO_VCHR3 VARCHAR2(250)

FLX_PRO_VCHR4 VARCHAR2(250)

SOLUTIONS FLX_SOL_DATE1 DATE

FLX_SOL_DATE2 DATE

FLX_SOL_INT1 INTEGER

FLX_SOL_INT2 INTEGER

FLX_SOL_INT3 INTEGER

FLX_SOL_INT4 INTEGER

FLX_SOL_TIME1 TIME

FLX_SOL_TIME2 TIME

FLX_SOL_VCHR1 VARCHAR2(250)

FLX_SOL_VCHR2 VARCHAR2(250)

FLX_SOL_VCHR3 VARCHAR2(250)

FLX_SOL_VCHR4 VARCHAR2(250)

USERS FLX_USR_DATE1 DATE

FLX_USR_DATE2 DATE

FLX_USR_INT1 INTEGER

FLX_USR_INT2 INTEGER

FLX_USR_INT3 INTEGER

FLX_USR_INT4 INTEGER

FLX_USR_TIME1 TIME

FLX_USR_TIME2 TIME

FLX_USR_VCHR1 VARCHAR2(250)

FLX_USR_VCHR2 VARCHAR2(250)

FLX_USR_VCHR3 VARCHAR2(250)

FLX_USR_VCHR4 VARCHAR2(250)

Technical Reference 37
 3 Flex Fields

Dialog Box Reference for Flex Fields

The following table describes the types of flex fields you can use in
each dialog box.

Dialog Box Dialog File Dialog Box Name in the Types of Flex Fields
Name Name (DF DF File Available
File)

Call History

Call History [Link] CALL_HISTORY_INQUIRY CALL (read-only)

Inquiry dialog box CONTACTS (read-only)
LOCATION (read-only)

View Call Record [Link] VIEWCALLFORM CALL (read-only)

dialog box CONTACTS (read-only)
LOCATION (read-only)

Call
Registration

Call Registration [Link] REGISTERCALL CALL (read-write)

dialog box - Call PROBLEMS (read-write)
Registration tab
CONTACTS (read-only)
LOCATION (read-only)

Call Registration [Link] PROBLEMLIST CALL (read-only)

dialog box - PROBLEMS (read-only)
Problem History
tab (You can add
flex fields only to
the table)

Call Registration [Link] DISPATCHCALL CONTACTS (read-only)

Dispatch dialog LOCATION (read-only)
box

Contacts

Work with [Link] WORKWITHCONTACTS CONTACTS (read-only)

Contacts dialog
box (You can add
flex fields only to
the table)

Contacts Inquiry [Link] CONTACT_INQUIRY CONTACTS (query-only)

dialog box

38 SA-Expert Advisor 5.0

 Dialog Box Reference for Flex Fields

Dialog Box Dialog File Dialog Box Name in the Types of Flex Fields
Name Name (DF DF File Available
File)

Add Contact [Link] CONTACTFORM CONTACTS (read-write)

Record dialog box
Edit Contact
Record dialog box

View Contact [Link] CONTACTFORM CONTACTS (read-only)

Record dialog box

Locations

Work with [Link] WORKWITHLOCATIONS LOCATION (read-only)

Locations dialog
box (You can add
flex fields only to
the table)

Location Inquiry [Link] LOCATION_INQUIRY LOCATION (query-only)

dialog box

Add Location [Link] LOCATIONFORM LOCATION (read-write)

dialog box
Edit Location
dialog box

View Location [Link] LOCATIONFORM LOCATION (read-only)

dialog box

Problem
Transfers

Work with [Link] VIEWPROBSTATUSFORM CALL (read-only)

Problem Transfer PROBLEMS (read-only)
dialog box - Status
tab

Work with [Link] VIEWPROBCALLFORM CALL (read-only)

Problem Transfer PROBLEMS (read-only)
dialog box - Initial
tab

Problems

Work with [Link] WORKWITHPROBLEMS PROBLEMS (read-only)

Problems dialog
box (You can add
flex fields only to
the table)

Technical Reference 39
 3 Flex Fields

Dialog Box Dialog File Dialog Box Name in the Types of Flex Fields
Name Name (DF DF File Available
File)

Problem Inquiry [Link] PROBLEM_INQUIRY PROBLEMS (query-only)

dialog box

Edit Problem [Link] EDITPROBFORM PROBLEMS (read-write)

Status dialog box - CONTACTS (read-only)
Problem tab
LOCATION (read-only)

Edit Problem [Link] WORKWITHCALLS CALL (read-only)

Status dialog box - CONTACTS (read-only)
Calls tab
LOCATION (read-only)

Attach Call dialog [Link] REGISTERPROBLEM CALL (read-write)

box (You can add CONTACTS (read-only)
flex fields only to
the table) LOCATION (read-only)

Solutions

Work with [Link] WORKWITHSOLUTION SOLUTIONS (read-only)

Solution dialog
box (You can add
flex fields only to
the table)

Solutions Inquiry [Link] SOLUTIONS_INQUIRY SOLUTIONS (query-

dialog box only)

Add Solution solution..df SOLUTIONSFORM SOLUTIONS (read-write)

dialog box
Edit Solution
dialog box

View Solution [Link] VIEWSOLUTIONFORM SOLUTIONS (read-only)

dialog box

Activate Solution [Link] ACTIVATEFORM SOLUTIONS (read-only)

dialog box

Users

Work with Active [Link] WORKWITHUSERS USERS (read-only)

Users dialog box
(You can add flex
fields only to the
table)

User Inquiry [Link] USER_INQUIRY USERS (query-only)

dialog box

40 SA-Expert Advisor 5.0

 Dialog Box Reference for Flex Fields

Dialog Box Dialog File Dialog Box Name in the Types of Flex Fields
Name Name (DF DF File Available
File)

Add User dialog [Link] USERFORM USERS (read-write)

box
Edit User dialog
box

View User dialog [Link] USERFORM USERS (read-only)

box

Technical Reference 41
 3 Flex Fields

42 SA-Expert Advisor 5.0

 Customizing Routines
4 and Events

n Overview
n The Customization Files
n Pre- and Post-Event Handlers
n State Transitions
n User Callouts
 4 Customizing Routines and Events

Overview
When you customize the routines and events in Expert Advisor, you
should follow the recommendations outlined in this chapter to make
your customizations modular and to ease migrations to new versions
of Expert Advisor.
Expert Advisor includes separate files that you can use solely for
customizations. You should add your customizations to these files
rather than customizing the Expert Advisor base code. The base code
is the original set of the Expert Advisor source code as it was shipped
to you. By customizing only the recommended files, you minimize
the number of files that you need to migrate when you upgrade to a
new version of the application.

Events
Expert Advisor is an event-driven application. That is, the application
tests for and responds to user events, such as keystrokes and mouse
clicks. When an event triggers a response from the application,
Expert Advisor uses an event handler to process the event. An event
handler consists of a collection of SA-Script statements. For example,
when a user transfers a problem, Expert Advisor uses the event
handler ProblemTransferEvent, located in the file [Link], to
process the transfer.
This chapter describes how you can customize the Expert Advisor
events by modifying pre-defined event handlers that are called from
the main event handlers. For example, in the event
ProblemTransferEvent, the pre-defined event handlers
PRE_ProblemTransferEvent and POST_ProblemTransferEvent are
called.
ACTIONS
$Result := DelegateEvent(PRE_ProblemTransferEvent,probTrans);
IF Known($Result) AND ($Result <> 1) THEN
IF $Result = 2 THEN
$Result := DelegateEvent(POST_ProblemTransferEvent,
probTrans);
IF $Result = 2 THEN
$Result := 1;
END;
END;

The two event handlers that are called are skeletal sections in the file
[Link]. You can customize these sections to control how the
ProblemTransferEvent event is processed.

44 SA-Expert Advisor 5.0

 The Customization Files

This chapter also describes how to use return codes to affect the
processing of event handlers.

Routines
When this documentation refers to routines, it refers to both
procedures and functions. You can add routines for Expert Advisor to
execute before or after state transitions. State transitions are
pre-defined placeholders in the application workflow. Therefore, you
can customize the application workflow by adding routines to the
transitions.
You can also customize the Expert Advisor problem closure process
for new data fields. Expert Advisor includes procedures, contained in
the files that you can customize, for this purpose.
The following sections describe how to perform these customizations.

The Customization Files

Expert Advisor includes the following KB files to which you can add
customizations:
n [Link] - This file is intended for event customizations in the
main application. As described later in this chapter, every main
event in Expert Advisor contains two calls to this file. The file
contains sketal event handlers for you to customize as needed.
n [Link] - This file is intended for event customizations in
the Alarm Monitor, Escalation Monitor, and Notification
Monitor. Every main monitor event contains two calls to this file.
The file contains skeletal event handlers for you to customize as
needed.
n [Link] - This file is intended for customized procedures
called by the problem closure process. The file contains skeletal
procedures called from the file [Link]. You can customize the
procedures to move new data fields from the Context record to
the Closure record or perform other problem closure processing.
n [Link] - This file is intended for customized procedures
called by the ESERVER problem closure process. The file
contains skeletal procedures called from the file [Link]. You
can customize the procedures to move new data fields from the
Context record to the Closure record or perform other problem
closure processing.

Technical Reference 45
 4 Customizing Routines and Events

n usr_exit.kb - This file is intended for customized routines that

are called from the [Link] file. In this file, you should add the
routines to call before or after state transitions.
The following diagram illustrates the base code files that call the
customization files.

Base code files

All Software Artistry .kb Files

[Link] [Link] [Link]

[Link]
[Link] usr_exit.kb [Link]

User-customized files

Pre- and Post-Event Handlers

When a message, such as $MsgCreate, is sent to an event in Expert
Advisor, normally that message is processed within the event handler.
If you want to change the way one of these messages is processed,
you would normally have to write code within the event handler that
receives the message. However, Expert Advisor provides a
mechanism to modularize all event customizations in a single file.
If you want to customize events in Expert Advisor, you should use the
pre- and post-event handlers to externalize your customizations from
the base code. Pre- and post-event handlers are skeletal event
handlers that exist in the [Link] file. The [Link] file contains a
pre-event handler and a post-event handler for each main Expert
Advisor event. The pre-event handler is called from a DelegateEvent
statement in the first line of the event handler. Another
DelegateEvent statement appears in the last line of each main event
handler to call the post-event handler.
The skeletal event handlers contain the keyword Nothing, which you
can replace with your customized event handler.

46 SA-Expert Advisor 5.0

 Pre- and Post-Event Handlers

The following is an example of the skeletal pre- and post-event

handlers for the main event RespEditEvent:
EVENT PRE_RespEditEvent ( REF rEdit: RESPONSENODE ) IS
ACTIONS
Nothing;
END;

EVENT POST_RespEditEvent
ACTIONS
Nothing;
END;

The pre- and post-event handlers all have names that match their
parent events so you can easily select the correct event handlers to
modify. The names appear in the format PRE_parentevent and
POST_parentevent. For example, the main event handler for the Call
Registration screen is CallEvent. In [Link], you will find two
sketal event handlers named PRE_CallEvent and POST_CallEvent.
In the following example, suppose you want to change the operation
of the Call Registration dialog box so that Expert Advisor defaults the
problem type to HARDWARE whenever the system part of the
component information is set. You can edit the [Link] file and add
the following code to the PRE_CallEvent event handler.

Technical Reference 47
 4 Customizing Routines and Events

EVENT PRE_CallEvent(REF call: callDataRecord) IS

ACTIONS

-- This is where you add code.

-- Process the message received when you change the value of a field.

WHEN $Event IS $MsgSelect THEN

-- Only act when the field changed is the one selected.

WHEN $FieldName IS ‘SYSTEM’ THEN

-- Set the variable in the record.

DlgGetFieldValue( $Handle, ‘SYSTEM’, [Link] );

If [Link] = ‘PC’ then

call.problem_type := ‘HARDWARE’;

-- Force the field to be updated.

DlgSetFieldValue( $Handle, ‘PROBLEM_TYPE’,
call.problem_type );
end;

end; -- When $FieldName

end; -- When $Event

-- This is the end of the additional code.

END;

48 SA-Expert Advisor 5.0

 Pre- and Post-Event Handlers

Pre-Event Handler Return Codes

Each pre-event handler returns a code to the event that called it. The
return code determines whether the main and post-event handlers are
invoked. Therefore, you can further customize events by specifying
return codes for pre-event handlers.
The following table describes the return codes for pre-event handlers:

Return Code Description

0 Only the pre-event handler is executed. The

main event handler and post-event handler are
bypassed.

1 After the pre-event handler processing

completes, the main and post-event handlers
are invoked.

If you do not specify a return code, this code is

returned by default.

2 After the pre-event handler processing

completes, the main event handler is bypassed
and the post-event handler is invoked.

Note If any value other than 0-2 is returned, the event

handler exits and returns that code, without
executing the main or post-event handlers.

Technical Reference 49
 4 Customizing Routines and Events

Post-Event Handler Return Codes

You can also customize post-event handlers to return specific return
codes. Because post-event handlers are invoked last, the return code
does not affect the processing of the main event. However, the return
code for the post-event handler becomes the return code for the main
event.

Note An exception to this is when the pre-event

handler returns a 2, bypassing the main event
handler and invoking the post-event handler. In
this case, the main event handler returns the
post-event result code, unless the return code is
a 2, in which case it is converted to 1.

The return codes you can use with post-event handlers are 0 and 1.

State Transitions
State transitions are placeholders in the application workflow. You
can customize the application workflow by defining actions (routines)
to run before and after the transitions. Transitions allow you to
customize the application workflow without modifying any code.

Tip Transition also make it less difficult to migrate to

new versions of the application if you have
customized the application. If your
customizations are in the form of transitions, you
can simply export your transitions from the
current version of the application and import
them into the new version.

50 SA-Expert Advisor 5.0

 State Transitions

The following table lists the state transition points where you might
want to add functionality.

TRANSITION_ID TRANSITION_NAME
1 Exit SA-Expert Advisor
2 Perform Call Registration
3 Perform Call Dispatch
4 Perform Quick Solution
5 Valid Location for Call Registration
6 Invalid Location for Call Registration
7 Cancel Call Registration
8 Complete Inquiry Call
9 Complete Call Registration
10 Complete Quick Solution
11 Complete Call Dispatch
12 Query Another Problem for Call
13 Call Ended
14 Start New Problem
15 Pickup Call Dispatch / Transfer
16 Solve Problem with Work with Solutions
17 Solve Problem with Diagnostic Aid
18 Solve Problem with Decision Trees
19 Freeze Problem
20 Resume Problem
21 Transfer Call
22 Transfer Problem
23 Reset Current Context
24 Re-register Problem with a New Call
25 Start SA-Expert Advisor

The routines you want to call at these points are defined within the To configure
database. You can add functionality by configuring Expert Advisor. transitions in Expert
Advisor, refer to
You can call a routine before the transition, after the transition, or the SA-Expert
both. Advisor 5.0
System
Use the usr_exit.kb file to add any SA-Script routines that you want Administrator’s
to call from these transition points. When a procedure is added to the Guide.

transitions, you should name it using the following syntax:

KBNAME:FunctionName()

Technical Reference 51
 4 Customizing Routines and Events

For example, suppose you want to update the main Expert Advisor
status message with the text “Contact Validated” after a valid contact
has been entered into the Call Registration dialog box.
The transition “Valid Location for Call Registration” is called when
the contact and location are validated; therefore, from the usr_exit.kb
file, call the following routine:

PROCEDURE Transition5Post is
ACTIONS
SendMessage( g_MainWindow, SET_STATUS_MESSAGE, 'Contact
Validated' );
END;

Then, add USR_EXIT:Transition5Post() to the post transition of

Valid Location for Call Registration. When the contact is validated
during call registration, Expert Advisor calls the new function
automatically.
Although the user events customization method is preferred, the
advantage to customizing the application this way is that:
n Changes are simple to move to the next version.
n State transitions rarely change.

User Callouts
A user callout is a procedure called by Expert Advisor or Expert
Server to contain user-level customizations to the problem closure
process. The user callout KB files are [Link] and [Link].
There is a distinct procedure called at each point in the data flow of
the application. The data flow is the same, regardless of your
architecture, so using the user callout functions allows you to migrate
easily, not only between code versions, but between 3-tier and 2-tier.
It may be necessary to move a piece of data through multiple layers of
the architecture. A new data element added to a problem, for
example, must be gathered on the client, packaged for transport to the
application server, sent to the server, unpackaged by the server, and
added to a problem record written by the server. Whether your

52 SA-Expert Advisor 5.0

 User Callouts

implementation is 2-tier or 3-tier, the data in your application follows

the same flow.

Context
(record)

[Link]
Context (record)

Expert Problem_Closure
Advisor (record)
3-tier

[Link]
Context (record)

Problem_Closure
(record)

[Link]
Problem_Closure (record)
2-tier 3-tier
Expert sends records via direct sends records via a network to
Advisor call to the database an application server and then
2-tier to the database
[Link]
Problem_Closure (record)

Problem
(record)

[Link]
Expert
Problem_Closure (record)
Advisor
3-tier

Problem
(record)

[Link]

DATABASE

Technical Reference 53
 4 Customizing Routines and Events

To ensure that your additions are portable between versions of Expert

Advisor and the application server, use the [Link] and
[Link] files.
The process for gathering data can be summarized as follows. Note
that the term “data processor” is used to refer to the part of the
application that writes data to the database. This component runs on
an application server in a 3-tier environment or on the client
workstation in a 2-tier environment.
1. Type the data into the client’s memory. Data is normally stored in
the Context record.
2. Move the data to a record to pass to the data processor. This
is the ClosureData record.
3. Pass the data to the data processor.
4. Move the data from the ClosureData record to an actual
database record, such as Problems.
5. Write the database record to the database.
At each of the two points where data is moved, user callouts are
provided. You can use user callouts to transport data from the client
all the way through the closure processing without adding SA-Script
statements to the source files.
For example, if you want to add a data element to the PROBLEMS
table for tracking the sensitivity of contacts, you could:
1. Add a CONTACT_SENSITIVITY column to the PROBLEMS
table.
2. Add processing to PRE_CALLEvent in [Link] to move
the data from the Call Registration dialog box to the Context
record.
3. Add SA-Script to [Link] to move the data from the
Context record to the ClosureData record.
4. Then, add SA-Script to [Link] to move the data from the
ClosureData record to the Problem record.

54 SA-Expert Advisor 5.0

 User Callouts

An example of the code added to the [Link] and [Link] files

follows.

w To add a data element to the problems table for tracking

CONTACT_SENSITIVITY
1. Edit the [Link] file to include the following:
EVENT PRE_CallEvent(REF call: callDataRecord) IS
VARIABLES
Problem : ProblemRecord;
ACTIONS
-- Save the data
IF ($event = $MsgAccept) or
(($event = $MsgSelect) and
($fieldName = 'TRANSFER_PROB_BUTTON' or
$fieldName = 'FREEZE_BUTTON'))
THEN
-- Save the value input into the context record
SendMessage(g_MainWindow, QUERY_CURRENT_PROBLEM,
Problem );
DlgFieldValue($Handle, 'CONTACT_SENSITIVITY',
problem.CONTACT_SENSITIVITY );
SendMessage(g_MainWindow,
PROBMSG_UPDATE_CURRENT_PROBLEM, problem );
END;
END;

2. Edit the [Link] file to include the following:

-- Move the data from the context record to the closure
record.
PROCEDURE EA_CallOutSaveProblemState( ref context : contex-
tRecord,
ref closure : closureRecord ) is
ACTIONS
-- Move the data from the context to the closure record
Closure.CONTACT_SENSITIVITY :=
[Link].CONTACT_SENSITIVITY;
END;

Technical Reference 55
 4 Customizing Routines and Events

3. Edit the [Link] file to include the following:

-- Move the data from the closure record to the problem record
PROCEDURE ES_CallOutCreateProblem( ref ClosureData :
ClosureRecord,ref Problem : problemRecord) is
ACTIONS
problem.CONTACT_SENSITIVITY :=
closureData.CONTACT_SENSITIVITY;
END;

Maintaining customizations completely within user callouts makes

migration easier. This customization functions correctly whether you
are running in 2-tier or a 3-tier.

56 SA-Expert Advisor 5.0

 Records
5

n Overview
n The Context Record
n Definition of Key Internal Record Structures
 5 Records

Overview
This chapter describes the key records in Expert Advisor.

The Context Record

The Context record contains all the data that Expert Advisor uses
during a single problem session. When you register a call or resume a
problem, the Context record stores:
n Data you entered
n Data gathered by the system
n System configuration information
n User information
The following table lists the columns in the Context records.

Column Name Data Type Description

$registration_window WINDOW Window handle of the

current call registration
or resume dialog box

$diagnostics_windows ARRAY OF WINDOW List of window handles

[MAX_DIAG_TYPES] for open diagnostic
windows

$activated_diagnostic INTEGER Flag indicating which

diagnostic is being
activated

$curProblemWindow WINDOW Handle of the current

problem window

$location_registered BOOLEAN Flag indicating that a

valid location has been
input for this interaction

$call_registered BOOLEAN Flag indicating that a

call registration has been
completed

58 SA-Expert Advisor 5.0

 The Context Record

Column Name Data Type Description

$one_session_call BOOLEAN Flag indicating that

there is only one
problem associated with
this call

$state INTEGER Current state transition

$fromDiag BOOLEAN Flag indicating that the

registration dialog box
was arrived at by
activating a diagnostic

$createCall BOOLEAN Flag indicating that a

call record must be
created for this session

$session_begin_time TIME Time the current

session began

$session_begin_date DATE Date the current session

began

$session_end_time TIME Time the current

session is ending

$session_end_date DATE Date the current session

is ending

$solution_method INTEGER The diagnostic method

used to close a problem

$status_message STRING Text message to be

displayed in the Expert
Advisor main window

diagLogList LIST of DiagLogRec List of activities

performed in a hypertree
session

ApplicationWindowList LIST of Window A list of all open

window handles for
Software Artistry
applications currently
running

iconList LIST of List of all actions

SystemActionRecord available on the Expert
Advisor main tool bar

Technical Reference 59
 5 Records

Column Name Data Type Description

rightsReqList LIST of List of all security rights

RightRequiredRecord associated with various
actions and buttons

menuBar LIST of MenuRecord The menu structure for

the Expert Advisor main
menu bar

windowList LIST of window List of all open Expert

Advisor window
handles

clocks[3] ARRAY of window Three window handles

used to display the three
system clocks

transitions[50] ARRAY of List of all actions

TransitionRecord defined in the database
for state transitions

loggedUser UserRecord Identity of the user who

is currently logged on

groupMask INTEGER Bit flag indicating group

association

localTimeZone TimeZoneRecord The time zone

configured for the
system

callID STRING The ID of the call being

registered

sessionNumber INTEGER The number of the

current session

solutionID INTEGER The ID of the solution

used to resolve this
problem

attach_call_mode BOOLEAN Flag indicating that a

call attachment is in
process

phone_number STRING The phone number of

the current contact

contact_name STRING The name of the current

contact

60 SA-Expert Advisor 5.0

 The Context Record

Column Name Data Type Description

location_id STRING The location ID for the

current contact

location_name STRING The location name for

the current contact

$DoActiveContacts BOOLEAN Flag for excluding

inactive contacts from
lists

locData LocationRecord Record containing

location data for the
current location

profileRec SystemConfigRec System configuration

settings

grouplist LIST of string List of groups belonged

to

callData CallDataRecord Record passed to the

main call registration
event

problemData ProblemRecord Record to contain the

current problem

dispData DispatchViewRec Record to contain

information about a
dispatch

solutionsRec SolutionsRecord Record to contain the

solution being activated

aidRec AidRecord Record to contain the

Diagnostic Aid being
activated

diagRec DiagContextRecord Record used by

HyperTrees to contain
current information

probTrans ProblemTransferRecord Record to contain

problem transfer
information

Technical Reference 61
 5 Records

Definition of Key Internal Record Structures

CallDataRecord Record
The CallDataRecord record contains all the data that Expert Advisor
uses during a single call registration process.

Column Name Data Type Description

$parent_window WINDOW Window handle of parent window (normally

g_MainWindow)

$message_window WINDOW Window handle of window to which to

report messages

$original_mode INTEGER The mode in which the window was opened

$current_mode INTEGER Mode to which the window was changed

$severity_name STRING Severity input in window

$annotationFile STRING File name for annotation file

$windowTitle STRING Title displayed on the window title bar

$user_group_type INTEGER Flag indicating whether a transfer is made to

a user or a group

$user_group_name STRING ID of the user or group to which a transfer is

made

send_notify BOOLEAN Flag indicating a notification should be sent

call_begin_date DATE Date the call began

call_begin_time TIME Time the call began

location_ID STRING Location ID entered by user

location_name STRING Location name entered by user

caller_ID STRING Contact ID entered by user

caller_name STRING Contact name entered by user

caller_phone STRING Contact phone number entered by user

call_code STRING Call code entered by user

62 SA-Expert Advisor 5.0

 Definition of Key Internal Record Structures

Column Name Data Type Description

call_only BOOLEAN Flag indicating that this call has no

associated problem

severity INTEGER Severity entered by user

problem_type STRING Problem type entered by user

system STRING System

component STRING Component

item STRING Item

module STRING Module

serial_number STRING Serial number of inventory item selected by

user

inventory_ID STRING Inventory ID entered by user

description STRING Text description of the problem entered

solution STRING Solution to the problem specified by the user

active BOOLEAN Flag indicating that the solution is to be

made active

probHistoryLoaded BOOLEAN Flag indicating that the Problem History tab

of call registration has been loaded

lastLocation STRING Location ID of the previously selected

location on Call Registration dialog box, if
applicable

validData BOOLEAN Flag indicating that call registration data has

been validated

timezone_id STRING ID for the timezone of the current location

problem_id STRING ID for the current problem

FLX_CAL_VCHR1 STRING Character flex field to be included in the call

record written

FLX_CAL_VCHR2 STRING

FLX_CAL_VCHR3 STRING

FLX_CAL_VCHR4 STRING

Technical Reference 63
 5 Records

Column Name Data Type Description

FLX_CAL_INT1 INTEGER

FLX_CAL_INT2 INTEGER

FLX_CAL_INT3 INTEGER

FLX_CAL_INT4 INTEGER

FLX_CAL_DATE1 DATE

FLX_CAL_DATE2 DATE

FLX_CAL_TIME1 TIME

FLX_CAL_TIME2 TIME

FLX_PRO_VCHR1 STRING Character flex field to be included in the

problem record written

FLX_PRO_VCHR2 STRING

FLX_PRO_VCHR3 STRING

FLX_PRO_VCHR4 STRING

FLX_PRO_INT1 INTEGER

FLX_PRO_INT2 INTEGER

FLX_PRO_INT3 INTEGER

FLX_PRO_INT4 INTEGER

FLX_PRO_DATE1 DATE

FLX_PRO_DATE2 DATE

FLX_PRO_TIME1 TIME

FLX_PRO_TIME2 TIME

FLX_CON_VCHR1 STRING Character flex field read from the current

contact record

FLX_CON_VCHR2 STRING

FLX_CON_VCHR3 STRING

64 SA-Expert Advisor 5.0

 Definition of Key Internal Record Structures

Column Name Data Type Description

FLX_CON_VCHR4 STRING

FLX_CON_INT1 INTEGER

FLX_CON_INT2 INTEGER

FLX_CON_INT3 INTEGER

FLX_CON_INT4 INTEGER

FLX_CON_DATE1 DATE

FLX_CON_DATE2 DATE

FLX_CON_TIME1 TIME

FLX_CON_TIME2 TIME

FLX_LOC_VCHR1 STRING Character flex field read from the current

location record

FLX_LOC_VCHR2 STRING

FLX_LOC_VCHR3 STRING

FLX_LOC_VCHR4 STRING

FLX_LOC_INT1 INTEGER

FLX_LOC_INT2 INTEGER

FLX_LOC_INT3 INTEGER

FLX_LOC_INT4 INTEGER

FLX_LOC_DATE1 DATE

FLX_LOC_DATE2 DATE

FLX_LOC_TIME1 TIME

FLX_LOC_TIME2 TIME

ntfySend NotifySendRec Notification record to send on this call

notify_contact BOOLEAN A flag to determine whether or not the

contact will be notified of the solution when
the problem is closed

Technical Reference 65
 5 Records

ProblemRecord Record
The ProblemRecord record is used to contain all information about
the current working problem. This record also writes data to the
database. Only the fields imported from the PROBLEMS table are
written to the database. The other fields are used internally by the
application.

Field Type Description

$parentWindow WINDOW Window handle of the current event handler’s

parent

$messageWindow WINDOW Window handle to which error and other

processing messages are sent

$select_string STRING Select string used by the Work with Problems

dialog box to find and display problems

$order_by STRING Order by clause used in $select_string

$where_string STRING Where portion of the select clause used by the

Work with Problems dialog box

$user_where STRING Dynamic portion of the where clause used by

Work with Problems dialog box

$window_title STRING Title to display on the Work With Problems

dialog box

$new_button BOOLEAN Internal use only

$time_spent_display STRING String to display in the time spent field of the

Problem Status dialog box

$canSelect BOOLEAN Internal use only

$editMode INTEGER The mode in which a problem is invoked

$previous_owner STRING Contains the owner of a problem before it was

resumed

$from_prob_api BOOLEAN Used by Distributed Data Manager

site_radio_choice INTEGER Used by Distributed Data Manager

problem_id_lohi_combo STRING Used by Distributed Data Manager

curr_site_combo STRING Used by Distributed Data Manager

66 SA-Expert Advisor 5.0

 Definition of Key Internal Record Structures

Field Type Description

$user_group_name STRING Used by Distributed Data Manager

$user_group_type INTEGER Used by Distributed Data Manager

send_notify BOOLEAN Used by Distributed Data Manager

force_local{FALSE} BOOLEAN Used by Distributed Data Manager

problem_id_lo STRING Used for problem inquire by ID ranges

problem_id_hi STRING Used for problem inquire by ID ranges

open_date_lo DATE Used for problem inquire by date ranges

open_date_hi DATE Used for problem inquire by date ranges

inventory_ID STRING Used with internal Expert Advisor inventory

active BOOLEAN Indicates this problem is active with and analyst

$doWork BOOLEAN Used to enable/disable work history on the

StoreProblemAs dialog box

$from_diagnostics BOOLEAN Internal use only

$from_diagnostics BOOLEAN Internal use only

problem_ownership BOOLEAN Flag to determine if a user becomes the owner of

a problem upon resuming that problem

Import(‘TABLE PROBLEMS’) All fields from the PROBLEMS database table

Technical Reference 67
 5 Records

68 SA-Expert Advisor 5.0

 Data Dictionary
A

n Data Tables
n Data Views
 A

Data Tables
Note: Data types vary by DBMS.
The Expert Advisor data tables listed in this appendix are:
n ALARMS
n ANNOTATION
n CACHE_CONTROL
n CALL
n CALL_CODES
n COMPONENT
n CONTACTS
n COUNTERS
n CTI_CONFIG
n DIAGNOSTIC_AID
n DICTIONARY
n DISPATCH
n EACOLUMNS
n EA_TRANSITIONS
n ESCALATION_LOG
n ESCALATION_RULES
n ESCALATION_TYPES
n ESCALATION_USERS
n GROUPS
n HOMEPAGES
n HOMESCREEN
n HYPERNODE
n ICONBAR
n INVENTORY
n INVENTORY_CONFIG
n ITEM
n KEYWORD_MATRIX
n LOCATION
n MEMBER_OF
n MENUBAR
n MODULE
n NOTIFICATIONS
n NOTIFY_TYPES

70 SA-Expert Advisor 5.0

 A

n NOTIFY_USER_GROUP
n PROBLEMS
n PROBLEM_CLOSURE
n PROBLEM_CODES
n PROBLEM_HISTORY
n PROBLEM_TYPE
n PROB_TRANSFER
n RESPONSE
n RIGHTS
n RIGHTS_REQUIRED
n SAI_APPLICATIONS
n SAI_APP_PARAMS
n SESION
n SEVERITY_LEVELS
n SKILLS
n SOLUTIONS
n SYSTEM
n SYSTEM_ACTIONS
n SYSTEM_PROFILE
n TERMINOLOGY
n TIMEZONES
n USERS
n VENDOR
n WORK_HISTORY

71 SA-Expert Advisor 5.0

 A

ALARMS

Column Name Data Type Null Option Attributes

ALARM_DATE DATE NOT NULL

ALARM_ID INTEGER NOT NULL PK

ALARM_TEXT VARCHAR2(1024) NULL

ALARM_TIME VARCHAR2(10) NOT NULL $ASETYPE=TIME

ALARM_TITLE VARCHAR2(40) NULL

CALL_ID VARCHAR2(15) NULL

FWD_USER_ID VARCHAR2(15) NULL

MODIFY_DATETIME INTEGER NOT NULL

NOTIFIED INTEGER NULL

POSTPONED INTEGER NULL

PROBLEM_ID VARCHAR2(15) NULL

RCV_GROUP_ID VARCHAR2(15) NULL

RCV_USER_ID VARCHAR2(15) NULL

REGARDING VARCHAR2(20) NULL

SET_DATE DATE NULL

SET_TIME VARCHAR2(10) NULL $ASETYPE=TIME

SND_USER_ID VARCHAR2(15) NULL

72 SA-Expert Advisor 5.0

 A

ANNOTATION

Column Name Data Type Null Option Attributes

ANNOTATION_TYPE INTEGER NOT NULL PK

CALL_OR_PROB INTEGER NOT NULL

CALL_PROB_ID VARCHAR2(15) NOT NULL PK

FILE_NAME VARCHAR2(80) NOT NULL PK

MODIFY_DATETIME INTEGER NOT NULL

USER_ID VARCHAR2(15) NOT NULL PK

CACHE_CONTROL

Column Name Data Type Null Option Attributes

MODIFY_DATETIME NUMBER(38) NOT NULL PK

OP_CODE VARCHAR2(1) NOT NULL

TABLE_DATA VARCHAR2(255) NULL

TABLE_KEY VARCHAR2(40) NOT NULL PK

TABLE_NAME VARCHAR2(30) NOT NULL PK

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CALL

Column Name Data Type Null Option Attributes

CALLER_ID VARCHAR2(15) NOT NULL

CALLER_NAME VARCHAR2(40) NULL

CALLER_PHONE VARCHAR2(20) NULL

CALL_BEGIN_DATE DATE NOT NULL

CALL_BEGIN_TIME VARCHAR2(10) NOT NULL $ASETYPE=TIME

CALL_END_DATE DATE NOT NULL

CALL_END_TIME VARCHAR2(10) NOT NULL $ASETYPE=TIME

CALL_ID VARCHAR2(15) NOT NULL PK

FLX_CAL_DATE1 DATE NULL

FLX_CAL_DATE2 DATE NULL

FLX_CAL_INT1 INTEGER NULL

FLX_CAL_INT2 INTEGER NULL

FLX_CAL_INT3 INTEGER NULL

FLX_CAL_INT4 INTEGER NULL

FLX_CAL_TIME1 VARCHAR2(10) NULL $ASETYPE=TIME

FLX_CAL_TIME2 VARCHAR2(10) NULL $ASETYPE=TIME

FLX_CAL_VCHR1 VARCHAR2(250) NULL

FLX_CAL_VCHR2 VARCHAR2(250) NULL

FLX_CAL_VCHR3 VARCHAR2(250) NULL

FLX_CAL_VCHR4 VARCHAR2(250) NULL

LOCATION_ID VARCHAR2(15) NOT NULL

MODIFY_DATETIME INTEGER NOT NULL

USER_ID VARCHAR2(15) NOT NULL

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CALL_CODES

Column Name Data Type Null Option Attributes

CALL_CODE VARCHAR2(15) NOT NULL PK

CALL_ONLY INTEGER NOT NULL

DESCRIPTION VARCHAR2(1024) NULL

MODIFY_DATETIME INTEGER NOT NULL

COMPONENT

Column Name Data Type Null Option Attributes

COMPONENT_ID VARCHAR2(15) NOT NULL PK

DESCRIPTION VARCHAR2(1024) NULL

MODIFY_DATETIME INTEGER NOT NULL

PROBLEM_TYPE VARCHAR2(15) NULL

SYSTEM_ID VARCHAR2(15) NOT NULL PK

CONTACTS

Column Name Data Type Null Option Attributes

ACTIVE SMALLINT NOT NULL $ASETYPE=BOOLEAN

CONTACT_ID VARCHAR2(15) NOT NULL PK

CONTACT_NAME VARCHAR2(40) NOT NULL

EMAIL_ADDRESS VARCHAR2(254) NULL

EMAIL_ADDRESS_TYPE INTEGER NULL

EMAIL_ENABLED SMALLINT NULL $ASETYPE=BOOLEAN

EMAIL_ID VARCHAR2(64) NULL

FLX_CON_DATE1 DATE NULL

FLX_CON_DATE2 DATE NULL

FLX_CON_INT1 INTEGER NULL

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Column Name Data Type Null Option Attributes

FLX_CON_INT2 INTEGER NULL

FLX_CON_INT3 INTEGER NULL

FLX_CON_INT4 INTEGER NULL

FLX_CON_TIME1 VARCHAR2(10) NULL $ASETYPE=TIME

FLX_CON_TIME2 VARCHAR2(10) NULL $ASETYPE=TIME

FLX_CON_VCHR1 VARCHAR2(250) NULL

FLX_CON_VCHR2 VARCHAR2(250) NULL

FLX_CON_VCHR3 VARCHAR2(250) NULL

FLX_CON_VCHR4 VARCHAR2(250) NULL

LOCATION_ID VARCHAR2(15) NOT NULL PK

MODIFY_DATETIME INTEGER NOT NULL

PHONE_NUMBER VARCHAR2(20) NULL

COUNTERS

Column Name Data Type Null Option Attributes

COUNTER_NAME VARCHAR2(15) NOT NULL PK

DBMS_SEQ_NAME VARCHAR2(30) NULL

LOCAL_CACHE_QTY INTEGER NULL

NEXT_NUMBER INTEGER NOT NULL

CTI_CONFIG

Column Name Data Type Null Option Attributes

APP_DDE_ERROR VARCHAR2(254) NULL

APP_ITEM VARCHAR2(15) NULL

APP_SERVER VARCHAR2(15) NULL

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Column Name Data Type Null Option Attributes

APP_TOPIC VARCHAR2(15) NULL

CALLARRIVING_CHECK SMALLINT NULL $ASETYPE=BOOLEAN

CALLINQUEUE_CHECK SMALLINT NULL $ASETYPE=BOOLEAN

CALL_CODE VARCHAR2(15) NULL

COMPONENT VARCHAR2(15) NULL

CONTACTS_CHECK SMALLINT NULL $ASETYPE=BOOLEAN

CTI_DISPATCHER_USR VARCHAR2(15) NULL

DESCRIPTION VARCHAR2(2000) NULL

DISPATCH_CHECK SMALLINT NULL $ASETYPE=BOOLEAN

DO_SOUND SMALLINT NULL $ASETYPE=BOOLEAN

EA_ANALYST_GROUP VARCHAR2(15) NULL

EA_DISPATCHER_GRP VARCHAR2(15) NULL

IC_DDE_ERROR VARCHAR2(254) NULL

IC_ITEM VARCHAR2(15) NULL

IC_SERVER VARCHAR2(15) NULL

IC_TOPIC VARCHAR2(15) NULL

ITEM VARCHAR2(15) NULL

MODIFY_DATETIME INTEGER NOT NULL

MODULE VARCHAR2(15) NULL

NUMBER_OF_TONES INTEGER NULL

OD_DDE_ERROR VARCHAR2(254) NULL

OD_ITEM VARCHAR2(15) NULL

OD_SERVER VARCHAR2(15) NULL

OD_TOPIC VARCHAR2(15) NULL

OUTBOUNDCALL_CHECK SMALLINT NULL $ASETYPE=BOOLEAN

PARSE_NUMOFCHARS INTEGER NULL

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Column Name Data Type Null Option Attributes

PARSE_STARTPOS INTEGER NULL

PROBLEM_TYPE VARCHAR2(15) NULL

REGISTER_CHECK SMALLINT NULL $ASETYPE=BOOLEAN

SCREENPOP_TRIGGER INTEGER NULL

SEVERITY INTEGER NULL

SOUND_DURATION INTEGER NULL

SOUND_FREQUENCY INTEGER NULL

SYSTEM VARCHAR2(15) NULL

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DIAGNOSTIC_AID

Column Name Data Type Null Option Attributes

ACTION VARCHAR2(1024) NULL

AID_ID INTEGER NOT NULL PK

AID_TITLE VARCHAR2(80) NULL

AID_TYPE VARCHAR2(25) NOT NULL

DIAG_NODE INTEGER NULL

EVENT_BEGIN_DATE DATE NULL

EVENT_BEGIN_TIME VARCHAR2(10) NULL $ASETYPE=TIME

EVENT_END_DATE DATE NULL

EVENT_END_TIME VARCHAR2(10) NULL $ASETYPE=TIME

IS_GROUP SMALLINT NULL $ASETYPE=INTEGER

LOCATION_ID VARCHAR2(15) NULL

MODIFY_DATETIME INTEGER NOT NULL

PARENT_ID INTEGER NULL

SOLUTION_COUNT INTEGER NULL

SOLUTION_ID INTEGER NOT NULL

DICTIONARY

Column Name Data Type Null Option Attributes

MUST_BEGIN_WORD INTEGER NULL $ASETYPE=BOOLEAN

MUST_END_WORD INTEGER NULL $ASETYPE=BOOLEAN

SYNONYM_ID INTEGER NOT NULL

WORD VARCHAR2(80) NOT NULL

WORD_ID INTEGER NOT NULL PK

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DISPATCH

Column Name Data Type Null Option Attributes

CALL_ID VARCHAR2(15) NOT NULL

DISPATCHER_ID VARCHAR2(15) NOT NULL

DISPATCH_ID INTEGER NOT NULL PK

GROUP_ID VARCHAR2(15) NULL

LINE_NUMBER VARCHAR2(15) NULL

MODIFY_DATETIME INTEGER NOT NULL

PROBLEM_ID VARCHAR2(15) NULL

SESSION_ID INTEGER NOT NULL

TRANSFER_DATE DATE NOT NULL

TRANSFER_DISPATCH INTEGER NOT NULL

TRANSFER_TIME VARCHAR2(10) NOT NULL $ASETYPE=TIME

USER_ID VARCHAR2(15) NULL

EACOLUMNS

Column Name Data Type Null Option Attributes

COLUMN_ID INTEGER NOT NULL PK

COLUMN_LABEL VARCHAR2(20) NULL

COLUMN_NAME VARCHAR2(20) NULL

ISTERM INTEGER NULL

TABLE_NAME VARCHAR2(20) NULL

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EA_TRANSITIONS

Column Name Data Type Null Option Attributes

MODIFY_DATETIME INTEGER NOT NULL

POST_ACTION VARCHAR2(254) NULL

PRE_ACTION VARCHAR2(254) NULL

TRANSITION_ID INTEGER NOT NULL PK

TRANSITION_NAME VARCHAR2(80) NOT NULL

ESCALATION_LOG

Column Name Data Type Null Option Attributes

CHANGE_CATEGORY VARCHAR2(18) NULL

ESC_LEVEL INTEGER NOT NULL

ESC_LOG_ID INTEGER NOT NULL PK

ESC_LOG_STATE INTEGER NULL

ESC_NEXT_DATE DATE NULL

ESC_NEXT_TIME VARCHAR2(10) NULL $ASETYPE=TIME

ESC_RULE_ID INTEGER NULL

ESC_TYPE_ID INTEGER NOT NULL

REFERENCE_ID VARCHAR2(30) NULL

REFERENCE_ID_INT INTEGER NULL

SECONDARY_REF_ID VARCHAR2(80) NULL

SEVERITY INTEGER NULL

USER_ID VARCHAR2(15) NULL

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ESCALATION_RULES

Column Name Data Type Null Option Attributes

CHANGE_CATEGORY VARCHAR2(18) NULL

CONDITION VARCHAR2(1024) NULL

DESCRIPTION VARCHAR2(1024) NULL

ESC_INTERVAL INTEGER NOT NULL

ESC_LEVEL INTEGER NOT NULL

ESC_RULE_ID INTEGER NOT NULL PK

ESC_TITLE VARCHAR2(15) NOT NULL

ESC_TYPE_ID INTEGER NOT NULL

NOTIFY_APPROVER SMALLINT NULL

NOTIFY_ASSIGNED_TO SMALLINT NULL

NOTIFY_CHANGE_ADMN SMALLINT NULL

NOTIFY_OWNER SMALLINT NULL $ASETYPE=BOOLEAN

NOTIFY_RESOURCES SMALLINT NULL

SEVERITY INTEGER NULL

SORT_ORDER INTEGER NULL

START_DATE_TYPE INTEGER NULL

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ESCALATION_TYPES

Column Name Data Type Null Option Attributes

DESCRIPTION VARCHAR2(1024) NOT NULL

ESC_TYPE_ID INTEGER NOT NULL PK

KEY_NAME VARCHAR2(30) NOT NULL

KEY_TYPE VARCHAR2(15) NOT NULL

SECONDARY_KEY_TYPE VARCHAR2(15) NULL

SECONDARY_KEY_NAME VARCHAR2(30) NULL

TABLE_NAME VARCHAR2(30) NOT NULL

ESCALATION_USERS

Column Name Data Type Null Option Attributes

ESC_RULE_ID INTEGER NOT NULL

NOTIFICATION_TYPE VARCHAR2(15) NULL

NOTIFY_GROUP_ID VARCHAR2(15) NULL

NOTIFY_USER_ID VARCHAR2(15) NULL

GROUPS

Column Name Data Type Null Option Attributes

GROUP_ID VARCHAR2(15) NOT NULL PK

GROUP_NAME VARCHAR2(40) NOT NULL

MODIFY_DATETIME INTEGER NOT NULL

SECURITY_MASK INTEGER NOT NULL

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HOMEPAGES

Column Name Data Type Null Option Attributes

HOME_PAGE INTEGER NOT NULL PK

PAGETITLE VARCHAR2(40) NULL

HOMESCREEN

Column Name Data Type Null Option Attributes

BMP VARCHAR2(40) NOT NULL

DATAVAL VARCHAR2(40) NULL

DOQUERY SMALLINT NULL $ASETYPE=BOOLEAN

HOME_PAGE INTEGER NOT NULL PK

OPERATION INTEGER NULL

POS INTEGER NOT NULL PK

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HYPERNODE

Column Name Data Type Null Option Attributes

ACTION LONG VARCHAR NULL

COMPONENT VARCHAR2(15) NULL

ENTRY_POINT SMALLINT NULL $ASETYPE=BOOLEAN

ENTRY_ROUTINE VARCHAR2(40) NULL

EXIT_ROUTINE VARCHAR2(40) NULL

GOTONODE_ID INTEGER NULL

HYPERNODE_ID INTEGER NOT NULL PK

IS_ROOT SMALLINT NULL $ASETYPE=BOOLEAN

ITEM VARCHAR2(15) NULL

MODIFY_DATETIME INTEGER NOT NULL

MODIFY_USER VARCHAR2(15) NULL

MODULE VARCHAR2(15) NULL

MOSTRECENTUSE INTEGER NULL

NODETITLE VARCHAR2(40) NOT NULL

NODE_IN_PRODUCTION SMALLINT NULL $ASETYPE=BOOLEAN

PROBLEM_TYPE VARCHAR2(15) NULL

QUESTN VARCHAR2(2000) NULL

SERVICE VARCHAR2(15) NULL

SOLUTION_COUNT INTEGER NULL

SOLUTION_ID INTEGER NULL

SOLVED SMALLINT NULL $ASETYPE=BOOLEAN

SYSTEM VARCHAR2(15) NULL

UNUSED_NODE SMALLINT NULL $ASETYPE=BOOLEAN

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ICONBAR

Column Name Data Type Null Option Attributes

APPLICATION_ID INTEGER NOT NULL

GROUP_ID VARCHAR2(15) NULL

ICON_NUMBER INTEGER NOT NULL

ICON_TYPE INTEGER NOT NULL

MODIFY_DATETIME INTEGER NOT NULL

PUBLIC_ACTION_ID INTEGER NULL

USER_ID VARCHAR2(15) NULL

INVENTORY

Column Name Data Type Null Option Attributes

CONTACT_ID VARCHAR2(15) NULL

DESCRIPTION VARCHAR2(1024) NULL

INVENTORY_ID VARCHAR2(40) NOT NULL PK

LOCATION_ID VARCHAR2(15) NOT NULL PK

MODIFY_DATETIME INTEGER NOT NULL

SYSTEM VARCHAR2(40) NOT NULL

INVENTORY_CONFIG

Column Name Data Type Null Option Attributes

COMPONENT VARCHAR2(15) NOT NULL

INVENTORY_ID VARCHAR2(40) NOT NULL

ITEM VARCHAR2(15) NULL

LOCATION_ID VARCHAR2(15) NOT NULL

MODIFY_DATETIME INTEGER NOT NULL

SERIAL_NUMBER VARCHAR2(40) NULL

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ITEM

Column Name Data Type Null Option Attributes

COMPONENT_ID VARCHAR2(15) NOT NULL PK

DESCRIPTION VARCHAR2(1024) NULL

ITEM_ID VARCHAR2(15) NOT NULL PK

MFG VARCHAR2(1024) NULL

MODIFY_DATETIME INTEGER NOT NULL

PART_NO VARCHAR2(25) NULL

SYSTEM_ID VARCHAR2(15) NOT NULL PK

VENDOR_ID VARCHAR2(15) NULL

KEYWORD_MATRIX

Column Name Data Type Null Option Attributes

SOLUTION_ID INTEGER NOT NULL PK

USAGE_COUNT INTEGER NOT NULL

WORD_ID INTEGER NOT NULL PK

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LOCATION

Column Name Data Type Null Option Attributes

ADDRESS VARCHAR2(254) NULL

CITY VARCHAR2(40) NULL

FAX_NUMBER VARCHAR2(20) NULL

FLX_LOC_DATE1 DATE NULL

FLX_LOC_DATE2 DATE NULL

FLX_LOC_INT1 INTEGER NULL

FLX_LOC_INT2 INTEGER NULL

FLX_LOC_INT3 INTEGER NULL

FLX_LOC_INT4 INTEGER NULL

FLX_LOC_TIME1 VARCHAR2(10) NULL $ASETYPE=TIME

FLX_LOC_TIME2 VARCHAR2(10) NULL $ASETYPE=TIME

FLX_LOC_VCHR1 VARCHAR2(250) NULL

FLX_LOC_VCHR2 VARCHAR2(250) NULL

FLX_LOC_VCHR3 VARCHAR2(250) NULL

FLX_LOC_VCHR4 VARCHAR2(250) NULL

LOCATION_ID VARCHAR2(15) NOT NULL PK

LOCATION_NAME VARCHAR2(40) NOT NULL

MODIFY_DATETIME INTEGER NOT NULL

PHONE_NUMBER VARCHAR2(20) NULL

STATE VARCHAR2(40) NULL

TIMEZONE_ID VARCHAR2(30) NOT NULL

VISIBLE SMALLINT NULL $ASETYPE=BOOLEAN

ZIP VARCHAR2(40) NULL

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 A

MEMBER_OF

Column Name Data Type Null Option Attributes

GROUP_ID VARCHAR2(15) NOT NULL PK

MODIFY_DATETIME INTEGER NOT NULL

USER_ID VARCHAR2(15) NOT NULL PK

MENUBAR

Column Name Data Type Null Option Attributes

APPLICATION_ID INTEGER NOT NULL PK

MENU_NUMBER INTEGER NOT NULL PK

MENU_TEXT VARCHAR2(254) NULL

MODIFY_DATETIME INTEGER NOT NULL

SYSTEM_ACTION_ID INTEGER NULL

MODULE

Column Name Data Type Null Option Attributes

COMPONENT_ID VARCHAR2(15) NOT NULL PK

DESCRIPTION VARCHAR2(1024) NULL

ITEM_ID VARCHAR2(15) NOT NULL PK

MODIFY_DATETIME INTEGER NOT NULL

MODULE_ID VARCHAR2(15) NOT NULL PK

SYSTEM_ID VARCHAR2(15) NOT NULL PK

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NOTIFICATIONS

Column Name Data Type Null Option Attributes

ADDRESS VARCHAR2(80) NOT NULL

FWD_USER_ID VARCHAR2(15) NULL

LOCATION_ID VARCHAR2(15) NULL

MODIFY_DATETIME INTEGER NOT NULL

NOTIFICATION_DATE DATE NOT NULL

NOTIFICATION_ID INTEGER NOT NULL PK

NOTIFICATION_TEXT VARCHAR2(1024) NULL

NOTIFICATION_TIME VARCHAR2(10) NOT NULL $ASETYPE=TIME

NOTIFICATION_TTL VARCHAR2(40) NULL

NOTIFICATION_TYPE VARCHAR2(15) NULL

RCV_GROUP_ID VARCHAR2(15) NULL

RCV_USER_ID VARCHAR2(15) NULL

REGARDING VARCHAR2(20) NULL

SET_DATE DATE NULL

SET_TIME VARCHAR2(10) NULL $ASETYPE=TIME

SND_USER_ID VARCHAR2(15) NULL

NOTIFY_TYPES

Column Name Data Type Null Option Attributes

ALLOWS_GROUP SMALLINT NOT NULL $ASETYPE=BOOLEAN

NOTIFICATION_DESC VARCHAR2(80) NULL

NOTIFICATION_FUNC VARCHAR2(80) NOT NULL

NOTIFICATION_TYPE VARCHAR2(15) NOT NULL PK

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NOTIFY_USER_GROUP

Column Name Data Type Null Option Attributes

ADDRESS VARCHAR2(80) NULL

IS_DEFAULT SMALLINT NOT NULL $ASETYPE=BOOLEAN

IS_GROUP SMALLINT NOT NULL $ASETYPE=BOOLEAN

LOCATION_ID VARCHAR2(15) NULL

NOTIFICATION_TYPE VARCHAR2(15) NOT NULL

NOTIFY_ID INTEGER NOT NULL PK

USER_GROUP_ID VARCHAR2(15) NOT NULL

PROBLEMS

Column Name Data Type Null Option Attributes

ACTIVE_WITH VARCHAR2(15) NULL

CLOSE_DATE DATE NULL

CLOSE_TIME VARCHAR2(10) NULL $ASETYPE=TIME

COMPONENT VARCHAR2(15) NULL

DIAG_NODE INTEGER NULL

FIRST_CALL_ID VARCHAR2(15) NOT NULL

FIRST_CONTACT_ID VARCHAR2(15) NOT NULL

FIRST_LOCATION_ID VARCHAR2(15) NOT NULL

FIRST_SESSION_ID INTEGER NOT NULL

FLX_PRO_DATE1 DATE NULL

FLX_PRO_DATE2 DATE NULL

FLX_PRO_INT1 INTEGER NULL

FLX_PRO_INT2 INTEGER NULL

FLX_PRO_INT3 INTEGER NULL

FLX_PRO_INT4 INTEGER NULL

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Column Name Data Type Null Option Attributes

FLX_PRO_TIME1 VARCHAR2(10) NULL $ASETYPE=TIME

FLX_PRO_TIME2 VARCHAR2(10) NULL $ASETYPE=TIME

FLX_PRO_VCHR1 VARCHAR2(250) NULL

FLX_PRO_VCHR2 VARCHAR2(250) NULL

FLX_PRO_VCHR3 VARCHAR2(250) NULL

FLX_PRO_VCHR4 VARCHAR2(250) NULL

GROUP_ID VARCHAR2(15) NULL

ITEM VARCHAR2(15) NULL

MODIFY_DATETIME INTEGER NOT NULL

MODULE VARCHAR2(15) NULL

NODE_NAME VARCHAR2(64) NULL

NOTIFY_CONTACT SMALLINT NULL $ASETYPE=BOOLEAN

OPEN_DATE DATE NULL

OPEN_TIME VARCHAR2(10) NULL $ASETYPE=TIME

PROBLEM_CODE VARCHAR2(15) NOT NULL

PROBLEM_ID VARCHAR2(15) NOT NULL PK

PROBLEM_RESULT VARCHAR2(1024) NULL

PROBLEM_TYPE VARCHAR2(15) NULL

SEVERITY INTEGER NOT NULL

SOLUTION_ID INTEGER NULL

SYSTEM VARCHAR2(15) NULL

TIME_SPENT INTEGER NULL

USER_ID VARCHAR2(15) NULL

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PROBLEM_CLOSURE

Column Name Data Type Null Option Attributes

ACTIVE SMALLINT NULL $ASETYPE=BOOLEAN

AID_TYPE VARCHAR2(25) NULL

ANNOTATION_FILE VARCHAR2(80) NULL

CALLER_ID VARCHAR2(15) NULL

CALLER_NAME VARCHAR2(40) NULL

CALLER_PHONE VARCHAR2(20) NULL

CALL_CODE VARCHAR2(15) NULL

CALL_ID VARCHAR2(15) NULL

CLOSEPROBLEM SMALLINT NULL $ASETYPE=BOOLEAN

CLOSURE_ID INTEGER NOT NULL PK

COMPONENT VARCHAR2(15) NULL

CONTROL_TIME INTEGER NULL

CREATECALL SMALLINT NULL $ASETYPE=BOOLEAN

CREATEPROBLEM SMALLINT NULL $ASETYPE=BOOLEAN

DESCRIPTION VARCHAR2(2000) NULL

DIAG_NODE INTEGER UNKNOWN

DISPATCH_ID INTEGER NULL

DONOTIFICATION SMALLINT NULL $ASETYPE=BOOLEAN

EXPLODEGROUP SMALLINT NULL $ASETYPE=BOOLEAN

FLX_CAL_DATE1 DATE NULL

FLX_CAL_DATE2 DATE NULL

FLX_CAL_INT1 INTEGER NULL

FLX_CAL_INT2 INTEGER NULL

FLX_CAL_INT3 INTEGER NULL

FLX_CAL_INT4 INTEGER NULL

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Column Name Data Type Null Option Attributes

FLX_CAL_TIME1 VARCHAR2(10) NULL $ASETYPE=TIME

FLX_CAL_TIME2 VARCHAR2(10) NULL $ASETYPE=TIME

FLX_CAL_VCHR1 VARCHAR2(250) NULL

FLX_CAL_VCHR2 VARCHAR2(250) NULL

FLX_CAL_VCHR3 VARCHAR2(250) NULL

FLX_CAL_VCHR4 VARCHAR2(250) NULL

FLX_PRO_DATE1 DATE NULL

FLX_PRO_DATE2 DATE NULL

FLX_PRO_INT1 INTEGER NULL

FLX_PRO_INT2 INTEGER NULL

FLX_PRO_INT3 INTEGER NULL

FLX_PRO_INT4 INTEGER NULL

FLX_PRO_TIME1 VARCHAR2(10) NULL $ASETYPE=TIME

FLX_PRO_TIME2 VARCHAR2(10) NULL $ASETYPE=TIME

FLX_PRO_VCHR1 VARCHAR2(250) NULL

FLX_PRO_VCHR2 VARCHAR2(250) NULL

FLX_PRO_VCHR3 VARCHAR2(250) NULL

FLX_PRO_VCHR4 VARCHAR2(250) NULL

INVENTORY_ID VARCHAR2(40) NULL

ITEM VARCHAR2(15) NULL

LINE_NUMBER VARCHAR2(15) NULL

LOCATION_ID VARCHAR2(15) NULL

MODIFY_DATETIME INTEGER NULL

MODULE VARCHAR2(15) NULL

NOTIFICATION_DATE DATE NULL

NOTIFICATION_TIME VARCHAR2(10) NULL $ASETYPE=TIME

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Column Name Data Type Null Option Attributes

NOTIFICATION_TYPE VARCHAR2(15) NULL

NOTIFY_CONTACT SMALLINT NULL $ASETYPE=BOOLEAN

PICKUPDISPATCH SMALLINT NULL $ASETYPE=BOOLEAN

PROBLEM_CODE VARCHAR2(15) NULL

PROBLEM_ID VARCHAR2(15) NULL

PROBLEM_RESULT VARCHAR2(1024) NULL

PROBLEM_TYPE VARCHAR2(15) NULL

RCV_GROUP_ID VARCHAR2(15) NULL

RCV_USER_ID VARCHAR2(15) NULL

SERIAL_NUMBER VARCHAR2(40) NULL

SESSION_BEGIN_DATE DATE NULL

SESSION_BEGIN_TIME VARCHAR2(10) NULL $ASETYPE=TIME

SESSION_END_DATE DATE NULL

SESSION_END_TIME VARCHAR2(10) NULL $ASETYPE=TIME

SESSION_ID INTEGER NULL

SEVERITY INTEGER UNKNOWN

SOLUTION LONG VARCHAR NULL

SOLUTIONMETHOD INTEGER NULL

SOLUTION_ID INTEGER NULL

SYSTEM VARCHAR2(15) NULL

TIME_SPENT INTEGER UNKNOWN

TRANSACTIONTYPE INTEGER NULL

TRANSFERUSER SMALLINT NULL $ASETYPE=BOOLEAN

USER_ID VARCHAR2(15) NULL

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PROBLEM_CODES

Column Name Data Type Null Option Attributes

DESCRIPTION VARCHAR2(1024) NULL

MODIFY_DATETIME INTEGER NOT NULL

PROBLEM_CODE VARCHAR2(15) NOT NULL PK

PROBLEM_HISTORY

Column Name Data Type Null Option Attributes

ENTRY VARCHAR2(254) NULL

ENTRY_DATE DATE NOT NULL

ENTRY_OVRFLW LONG VARCHAR NULL

ENTRY_TIME VARCHAR2(10) NOT NULL $ASETYPE=TIME

ENTRY_TYPE VARCHAR2(50) NOT NULL

ENTRY_VALUE VARCHAR2(15) NULL

MODIFY_DATETIME INTEGER NOT NULL

PROBHIST_ID INTEGER NOT NULL PK

PROBLEM_ID VARCHAR2(15) NOT NULL

USER_ID VARCHAR2(15) NOT NULL

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PROBLEM_TYPE

Column Name Data Type Null Option Attributes

DESCRIPTION VARCHAR2(1024) NULL

MODIFY_DATETIME INTEGER NOT NULL

PROBLEM_TYPE_ID VARCHAR2(15) NOT NULL PK

PROB_TRANSFER

Column Name Data Type Null Option Attributes

GROUP_ID VARCHAR2(15) NULL

MODIFY_DATETIME INTEGER NOT NULL

PROBLEM_ID VARCHAR2(15) NOT NULL PK

TRANSFERRED_BY VARCHAR2(15) NULL

TRANSFER_DATE DATE NULL

TRANSFER_TIME VARCHAR2(10) NULL $ASETYPE=TIME

USER_ID VARCHAR2(15) NULL

RESPONSE

Column Name Data Type Null Option Attributes

CHILD_HYPERNODE INTEGER NOT NULL PK

HYPERNODE_ID INTEGER NOT NULL

MODIFY_DATETIME INTEGER NOT NULL

RESPONSE_TEXT VARCHAR2(80) NULL

USE_COUNT INTEGER NULL

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RIGHTS

Column Name Data Type Null Option Attributes

MODIFY_DATETIME INTEGER NOT NULL

RIGHT_ID INTEGER NOT NULL PK

RIGHT_NAME VARCHAR2(30) NOT NULL

RIGHTS_REQUIRED

Column Name Data Type Null Option Attributes

BUTTON_NAME VARCHAR2(80) NOT NULL PK

FORM_NAME VARCHAR2(80) NOT NULL PK

MODIFY_DATETIME INTEGER NOT NULL

RIGHT_ID INTEGER NOT NULL

SAI_APPLICATIONS

Column Name Data Type Null Option Attributes

APPLICATION_ID INTEGER NOT NULL PK

NAME VARCHAR2(80) NOT NULL

SAI_APP_PARAMS

Column Name Data Type Null Option Attributes

APPLICATION_ID INTEGER NOT NULL PK

MODIFY_DATETIME INTEGER NOT NULL

PARAMNAME VARCHAR2(30) NOT NULL PK

PARAMVALUE VARCHAR2(30) NOT NULL

SECTIONNAME VARCHAR2(30) NOT NULL PK

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SESION

Column Name Data Type Null Option Attributes

CALL_CODE VARCHAR2(15) NOT NULL

CALL_ID VARCHAR2(15) NOT NULL PK

COMPONENT VARCHAR2(15) NULL

DESCRIPTION VARCHAR2(2000) NULL

INVENTORY_ID VARCHAR2(40) NULL

ITEM VARCHAR2(15) NULL

LOCATION_ID VARCHAR2(15) NULL

MODIFY_DATETIME INTEGER NOT NULL

MODULE VARCHAR2(15) NULL

PROBLEM_ID VARCHAR2(15) NULL

PROBLEM_TYPE VARCHAR2(15) NULL

SERIAL_NUMBER VARCHAR2(40) NULL

SESSION_BEGIN_DATE DATE NOT NULL

SESSION_BEGIN_TIME VARCHAR2(10) NOT NULL $ASETYPE=TIME

SESSION_END_DATE DATE NOT NULL

SESSION_END_TIME VARCHAR2(10) NOT NULL $ASETYPE=TIME

SESSION_ID INTEGER NOT NULL PK

SEVERITY INTEGER NOT NULL

SYSTEM VARCHAR2(15) NULL

USER_ID VARCHAR2(15) NOT NULL

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 A

SEVERITY_LEVELS

Column Name Data Type Null Option Attributes

DESCRIPTION VARCHAR2(1024) NULL

MODIFY_DATETIME INTEGER NOT NULL

SEVERITY_LEVEL INTEGER NOT NULL PK

SKILLS

Column Name Data Type Null Option Attributes

COMPONENT VARCHAR2(15) NULL

ITEM VARCHAR2(15) NULL

MODIFY_DATETIME INTEGER NOT NULL

MODULE VARCHAR2(15) NULL

PROBLEM_TYPE VARCHAR2(15) NULL

SYSTEM VARCHAR2(15) NOT NULL

USER_ID VARCHAR2(15) NOT NULL

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SOLUTIONS

Column Name Data Type Null Option Attributes

ACTIVE SMALLINT NOT NULL $ASETYPE=BOOLEAN

ADD_DATE DATE NOT NULL

ADD_TIME VARCHAR2(10) NOT NULL $ASETYPE=TIME

ADD_USER_ID VARCHAR2(15) NULL

COMPONENT VARCHAR2(15) NULL

DESCRIPTION VARCHAR2(2000) NULL

FLX_SOL_DATE1 DATE NULL

FLX_SOL_DATE2 DATE NULL

FLX_SOL_INT1 INTEGER NULL

FLX_SOL_INT2 INTEGER NULL

FLX_SOL_INT3 INTEGER NULL

FLX_SOL_INT4 INTEGER NULL

FLX_SOL_TIME1 VARCHAR2(10) NULL $ASETYPE=TIME

FLX_SOL_TIME2 VARCHAR2(10) NULL $ASETYPE=TIME

FLX_SOL_VCHR1 VARCHAR2(250) NULL

FLX_SOL_VCHR2 VARCHAR2(250) NULL

FLX_SOL_VCHR3 VARCHAR2(250) NULL

FLX_SOL_VCHR4 VARCHAR2(250) NULL

ITEM VARCHAR2(15) NULL

LAST_USED_DATE DATE NULL

LAST_USED_TIME VARCHAR2(10) NULL $ASETYPE=TIME

MODIFY_DATETIME INTEGER NOT NULL

MODULE VARCHAR2(15) NULL

PROBLEM_TYPE VARCHAR2(15) NULL

SEVERITY INTEGER NULL

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 A

Column Name Data Type Null Option Attributes

SOLUTION LONG VARCHAR NULL

SOLUTION_ID INTEGER NOT NULL PK

SYSTEM VARCHAR2(15) NULL

USAGE_COUNT INTEGER NOT NULL

SYSTEM

Column Name Data Type Null Option Attributes

DESCRIPTION VARCHAR2(1024) NULL

MODIFY_DATETIME INTEGER NOT NULL

SYSTEM_ID VARCHAR2(15) NOT NULL PK

SYSTEM_ACTIONS

Column Name Data Type Null Option Attributes

ACTION VARCHAR2(80) NOT NULL

ACTION_ID INTEGER NOT NULL PK

ACTION_NAME VARCHAR2(40) NOT NULL

DESCRIPTION VARCHAR2(1024) NULL

ICON_FILE VARCHAR2(80) NULL

MODIFY_DATETIME INTEGER NOT NULL

RIGHT_REQUIRED INTEGER NULL

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SYSTEM_PROFILE

Column Name Data Type Null Option Attributes

ADAPT_CHECK INTEGER NULL

AUTO_DIAG_MATCH SMALLINT NOT NULL $ASETYPE=BOOLEAN

AUTO_PROBLEM_CODE SMALLINT NOT NULL $ASETYPE=BOOLEAN

CALL_INQUIRY_FLAG INTEGER NOT NULL

COMMON_CHECK INTEGER NULL

CORE_INQUIRY_FLAG INTEGER NOT NULL

DAYLIGHT_ACTIVE SMALLINT NOT NULL $ASETYPE=BOOLEAN

DEFAULT_CLOSE_CODE VARCHAR2(15) NOT NULL

DEFAULT_OPEN_CODE VARCHAR2(15) NOT NULL

DEF_ESC_INTERVAL INTEGER NOT NULL

DEF_ESC_LEVEL INTEGER NOT NULL

DEF_ESC_NTFY_GRP VARCHAR2(15) NULL

DEF_ESC_NTFY_OWNR SMALLINT NULL $ASETYPE=BOOLEAN

DEF_ESC_NTFY_USER VARCHAR2(15) NULL

DEF_ESC_POLL_PER INTEGER NOT NULL

DEF_ESC_RESET INTEGER NULL $ASETYPE=BOOLEAN

DEF_MAX_ESC_LEVEL INTEGER NOT NULL

DIAG_CHECK SMALLINT NOT NULL $ASETYPE=BOOLEAN

DIAG_INQUIRY_FLAG INTEGER NOT NULL

ENABLE_ANNOTATION SMALLINT NULL $ASETYPE=BOOLEAN

HOTNEWS_CHECK INTEGER NULL

MATCH_BEFORE_PROB SMALLINT NOT NULL $ASETYPE=BOOLEAN

MULTIPLE_SESSIONS SMALLINT NULL $ASETYPE=BOOLEAN

PLAYBACK_APP VARCHAR2(120) NULL

PROFILE_ID VARCHAR2(15) NOT NULL PK

RECORD_APP VARCHAR2(120) NULL

Technical Reference 103

 A

Column Name Data Type Null Option Attributes

TIMEZONE_ID VARCHAR2(30) NOT NULL

WAVE_PATH VARCHAR2(120) NULL

WORK_WITH_PROBLEMS SMALLINT NULL $ASETYPE=BOOLEAN

TERMINOLOGY

Column Name Data Type Null Option Attributes

APPLICATION_ID INTEGER NOT NULL PK

TERM_NAME VARCHAR2(15) NOT NULL PK

TERM_VALUE VARCHAR2(15) NOT NULL

TIMEZONES

Column Name Data Type Null Option Attributes

DAYLIGHT_CORRECT INTEGER NOT NULL

HOUR_DIFFERENCE INTEGER NOT NULL

MODIFY_DATETIME INTEGER NOT NULL

TIMEZONE_ID VARCHAR2(30) NOT NULL PK

USERS

Column Name Data Type Null Option Attributes

ALARM_POLL_PERIOD INTEGER NULL

FLX_USR_DATE1 DATE NULL

FLX_USR_DATE2 DATE NULL

FLX_USR_INT1 INTEGER NULL

FLX_USR_INT2 INTEGER NULL

FLX_USR_INT3 INTEGER NULL

FLX_USR_INT4 INTEGER NULL

104 SA-Expert Advisor 5.0

 Data Tables

Column Name Data Type Null Option Attributes

FLX_USR_TIME1 VARCHAR2(10) NULL $ASETYPE=TIME

FLX_USR_TIME2 VARCHAR2(10) NULL $ASETYPE=TIME

FLX_USR_VCHR1 VARCHAR2(250) NULL

FLX_USR_VCHR2 VARCHAR2(250) NULL

FLX_USR_VCHR3 VARCHAR2(250) NULL

FLX_USR_VCHR4 VARCHAR2(250) NULL

MODIFY_DATETIME INTEGER NOT NULL

SECURITY_MASK INTEGER NOT NULL

USER_ACTIVE_FLAG INTEGER NOT NULL

USER_FULLNAME VARCHAR2(40) NOT NULL

USER_ID VARCHAR2(15) NOT NULL PK

USER_PASSWORD VARCHAR2(15) NULL

Technical Reference 105

 A

VENDOR

Column Name Data Type Null Option Attributes

ADDRESS VARCHAR2(254) NULL

CITY VARCHAR2(40) NULL

CONTACT VARCHAR2(40) NULL

MODIFY_DATETIME INTEGER NOT NULL

PHONE VARCHAR2(20) NULL

STATE VARCHAR2(40) NULL

VENDOR_ID VARCHAR2(15) NOT NULL PK

ZIP VARCHAR2(40) NULL

WORK_HISTORY

Column Name Data Type Null Option Attributes

DESCRIPTION VARCHAR2(254) NULL

DESC_OVRFLW LONG VARCHAR NULL

MODIFY_DATETIME INTEGER NOT NULL

PROBLEM_ID VARCHAR2(15) NOT NULL

USER_ID VARCHAR2(15) NOT NULL

WORK_BEGIN_DATE DATE NOT NULL

WORK_BEGIN_TIME VARCHAR2(10) NOT NULL $ASETYPE=TIME

WORK_END_DATE DATE NOT NULL

WORK_END_TIME VARCHAR2(10) NOT NULL $ASETYPE=TIME

WORK_ID INTEGER NOT NULL PK

106 SA-Expert Advisor 5.0

 Data Views

Data Views
The Expert Advisor data views listed in this appendix are:
n AID_VIEW
n CALL_HISTORY
n CHILDLESS_NODES
n DIAG_CONTINUE
n DICTIONARY_VIEW
n DIFF_FROM_PARENT
n DISPATCH_VIEW
n ETREE_NODE_PARENT
n KW_MATRIX_VIEW
n NODE_WITH_PARENT
n PROBLEM_VIEW
n ROOTS

To view the condition criteria used to create the views, use a text editor to view the script file
[Link] in the folder \ESMBuild\EA under the SAI root directory.

Technical Reference 107

 A

AID_VIEW

Field Data Type Source Table

ACTION VARCHAR2(1024) DIAGNOSTIC_AID.ACTION

ACTIVE SMALLINT [Link]

ADD_DATE DATE SOLUTIONS.ADD_DATE

ADD_TIME VARCHAR2(10) SOLUTIONS.ADD_TIME

ADD_USER_ID VARCHAR2(15) SOLUTIONS.ADD_USER_ID

AID_ID INTEGER DIAGNOSTIC_AID.AID_ID

AID_TITLE VARCHAR2(80) DIAGNOSTIC_AID.AID_TITLE

AID_TYPE VARCHAR2(25) DIAGNOSTIC_AID.AID_TYPE

COMPONENT VARCHAR2(15) [Link]

DESCRIPTION VARCHAR2(2000) [Link]

DIAG_NODE INTEGER DIAGNOSTIC_AID.DIAG_NODE

EVENT_BEGIN_DATE DATE DIAGNOSTIC_AID.EVENT_BEGIN_DATE

EVENT_BEGIN_TIME VARCHAR2(10) DIAGNOSTIC_AID.EVENT_BEGIN_TIME

EVENT_END_DATE DATE DIAGNOSTIC_AID.EVENT_END_DATE

EVENT_END_TIME VARCHAR2(10) DIAGNOSTIC_AID.EVENT_END_TIME

IS_GROUP SMALLINT DIAGNOSTIC_AID.IS_GROUP

ITEM VARCHAR2(15) [Link]

LOCATION_ID VARCHAR2(15) DIAGNOSTIC_AID.LOCATION_ID

MODIFY_DATETIME INTEGER DIAGNOSTIC_AID.MODIFY_DATETIME

MODULE VARCHAR2(15) [Link]

PARENT_ID INTEGER DIAGNOSTIC_AID.PARENT_ID

PROBLEM_TYPE VARCHAR2(15) SOLUTIONS.PROBLEM_TYPE

SEVERITY INTEGER [Link]

SOLUTION LONG VARCHAR [Link]

SOLUTION_ID INTEGER SOLUTIONS.SOLUTION_ID

108 SA-Expert Advisor 5.0

 Data Views

Field Data Type Source Table

SYSTEM VARCHAR2(15) [Link]

USAGE_COUNT INTEGER SOLUTIONS.USAGE_COUNT

CALL_HISTORY

Field Data Type Source Table

CALLER_ID VARCHAR2(15) CALL.CALLER_ID

CALLER_PHONE VARCHAR2(20) CALL.CALLER_PHONE

CALL_BEGIN_DATE DATE CALL.CALL_BEGIN_DATE

CALL_BEGIN_TIME VARCHAR2(10) CALL.CALL_BEGIN_TIME

CALL_CODE VARCHAR2(15) SESION.CALL_CODE

CALL_END_DATE DATE CALL.CALL_END_DATE

CALL_END_TIME VARCHAR2(10) CALL.CALL_END_TIME

CALL_ID VARCHAR2(15) CALL.CALL_ID

COMPONENT VARCHAR2(15) [Link]

CONTACT_NAME VARCHAR2(40) CONTACTS.CONTACT_NAME

DESCRIPTION VARCHAR2(2000) [Link]

FLX_CAL_DATE1 DATE CALL.FLX_CAL_DATE1

FLX_CAL_DATE2 DATE CALL.FLX_CAL_DATE2

FLX_CAL_INT1 INTEGER CALL.FLX_CAL_INT1

FLX_CAL_INT2 INTEGER CALL.FLX_CAL_INT2

FLX_CAL_INT3 INTEGER CALL.FLX_CAL_INT3

FLX_CAL_INT4 INTEGER CALL.FLX_CAL_INT4

FLX_CAL_TIME1 VARCHAR2(10) CALL.FLX_CAL_TIME1

FLX_CAL_TIME2 VARCHAR2(10) CALL.FLX_CAL_TIME2

FLX_CAL_VCHR1 VARCHAR2(250) CALL.FLX_CAL_VCHR1

Technical Reference 109

 A

Field Data Type Source Table

FLX_CAL_VCHR2 VARCHAR2(250) CALL.FLX_CAL_VCHR2

FLX_CAL_VCHR3 VARCHAR2(250) CALL.FLX_CAL_VCHR3

FLX_CAL_VCHR4 VARCHAR2(250) CALL.FLX_CAL_VCHR4

FLX_CON_DATE1 DATE CONTACTS.FLX_CON_DATE1

FLX_CON_DATE2 DATE CONTACTS.FLX_CON_DATE2

FLX_CON_INT1 INTEGER CONTACTS.FLX_CON_INT1

FLX_CON_INT2 INTEGER CONTACTS.FLX_CON_INT2

FLX_CON_INT3 INTEGER CONTACTS.FLX_CON_INT3

FLX_CON_INT4 INTEGER CONTACTS.FLX_CON_INT4

FLX_CON_TIME1 VARCHAR2(10) CONTACTS.FLX_CON_TIME1

FLX_CON_TIME2 VARCHAR2(10) CONTACTS.FLX_CON_TIME2

FLX_CON_VCHR1 VARCHAR2(250) CONTACTS.FLX_CON_VCHR1

FLX_CON_VCHR2 VARCHAR2(250) CONTACTS.FLX_CON_VCHR2

FLX_CON_VCHR3 VARCHAR2(250) CONTACTS.FLX_CON_VCHR3

FLX_CON_VCHR4 VARCHAR2(250) CONTACTS.FLX_CON_VCHR4

FLX_LOC_DATE1 DATE LOCATION.FLX_LOC_DATE1

FLX_LOC_DATE2 DATE LOCATION.FLX_LOC_DATE2

FLX_LOC_INT1 INTEGER LOCATION.FLX_LOC_INT1

FLX_LOC_INT2 INTEGER LOCATION.FLX_LOC_INT2

FLX_LOC_INT3 INTEGER LOCATION.FLX_LOC_INT3

FLX_LOC_INT4 INTEGER LOCATION.FLX_LOC_INT4

FLX_LOC_TIME1 VARCHAR2(10) LOCATION.FLX_LOC_TIME1

FLX_LOC_TIME2 VARCHAR2(10) LOCATION.FLX_LOC_TIME2

FLX_LOC_VCHR1 VARCHAR2(250) LOCATION.FLX_LOC_VCHR1

FLX_LOC_VCHR2 VARCHAR2(250) LOCATION.FLX_LOC_VCHR2

FLX_LOC_VCHR3 VARCHAR2(250) LOCATION.FLX_LOC_VCHR3

110 SA-Expert Advisor 5.0

 Data Views

Field Data Type Source Table

FLX_LOC_VCHR4 VARCHAR2(250) LOCATION.FLX_LOC_VCHR4

ITEM VARCHAR2(15) [Link]

LOCATION_ID VARCHAR2(15) CALL.LOCATION_ID

LOCATION_NAME VARCHAR2(40) LOCATION.LOCATION_NAME

MODIFY_DATETIME INTEGER SESION.MODIFY_DATETIME

MODULE VARCHAR2(15) [Link]

PROBLEM_ID VARCHAR2(15) SESION.PROBLEM_ID

PROBLEM_TYPE VARCHAR2(15) SESION.PROBLEM_TYPE

SESSION_BEGIN_DATE DATE SESION.SESSION_BEGIN_DATE

SESSION_BEGIN_TIME VARCHAR2(10) SESION.SESSION_BEGIN_TIME

SESSION_END_DATE DATE SESION.SESSION_END_DATE

SESSION_END_TIME VARCHAR2(10) SESION.SESSION_END_TIME

SESSION_ID INTEGER SESION.SESSION_ID

SEVERITY INTEGER [Link]

SYSTEM VARCHAR2(15) [Link]

USER_ID VARCHAR2(15) CALL.USER_ID

Technical Reference 111

 A

CHILDLESS_NODES

Field Data Type Source Table

HYPERNODE_ID INTEGER HYPERNODE.HYPERNODE_ID

DIAG_CONTINUE

Field Data Type Source Table

COMPONENT VARCHAR2(15) [Link]

HYPERNODE_ID UNKNOWN DIFF_FROM_PARENT.HYPERNODE_ID

(undefined)

ITEM VARCHAR2(15) [Link]

MODULE VARCHAR2(15) [Link]

NODETITLE VARCHAR2(40) [Link]

PROBLEM_TYPE VARCHAR2(15) HYPERNODE.PROBLEM_TYPE

SYSTEM VARCHAR2(15) [Link]

DICTIONARY_VIEW

Field Data Type Source Table

MUST_BEGIN_WORD INTEGER DICTIONARY.MUST_BEGIN_WORD

MUST_END_WORD INTEGER DICTIONARY.MUST_END_WORD

SAI_SYNONYM VARCHAR2(80) [Link]

SYNONYM_ID INTEGER DICTIONARY.SYNONYM_ID

WORD VARCHAR2(80) [Link]

WORD_ID INTEGER DICTIONARY.WORD_ID

112 SA-Expert Advisor 5.0

 Data Views

DIFF_FROM_PARENT

Field Data Type Source Table

HYPERNODE_ID UNKNOWN NODE_WITH_PARENT.CHILD_HYPERNODE (undefined)

DISPATCH_VIEW

Field Data Type Source Table

CALLER_ID VARCHAR2(15) CALL.CALLER_ID

CALLER_NAME VARCHAR2(40) CONTACTS.CONTACT_NAME

CALLER_PHONE VARCHAR2(20) CALL.CALLER_PHONE

CALL_CODE VARCHAR2(15) SESION.CALL_CODE

CALL_ID VARCHAR2(15) DISPATCH.CALL_ID

COMPONENT VARCHAR2(15) [Link]

DESCRIPTION VARCHAR2(2000) [Link]

DISPATCHER_ID VARCHAR2(15) DISPATCH.DISPATCHER_ID

DISPATCH_ID INTEGER DISPATCH.DISPATCH_ID

GROUP_ID VARCHAR2(15) DISPATCH.GROUP_ID

ITEM VARCHAR2(15) [Link]

LINE_NUMBER VARCHAR2(15) DISPATCH.LINE_NUMBER

LOCATION_ID VARCHAR2(15) CALL.LOCATION_ID

MODULE VARCHAR2(15) [Link]

PROBLEM_ID VARCHAR2(15) DISPATCH.PROBLEM_ID

PROBLEM_TYPE VARCHAR2(15) SESION.PROBLEM_TYPE

SESSION_BEGIN_DATE DATE SESION.SESSION_BEGIN_DATE

SESSION_BEGIN_TIME VARCHAR2(10) SESION.SESSION_BEGIN_TIME

SESSION_END_DATE DATE SESION.SESSION_END_DATE

SESSION_END_TIME VARCHAR2(10) SESION.SESSION_END_TIME

Technical Reference 113

 A

Field Data Type Source Table

SESSION_ID INTEGER DISPATCH.SESSION_ID

SEVERITY INTEGER [Link]

SYSTEM VARCHAR2(15) [Link]

TRANSFER_DATE DATE DISPATCH.TRANSFER_DATE

TRANSFER_DISPATCH INTEGER DISPATCH.TRANSFER_DISPATCH

TRANSFER_TIME VARCHAR2(10) DISPATCH.TRANSFER_TIME

USER_ID VARCHAR2(15) DISPATCH.USER_ID

ETREE_NODE_PARENT

Field Data Type Source Table

CHILD_HYPERNODE INTEGER RESPONSE.CHILD_HYPERNODE

ENTRY_POINT SMALLINT HYPERNODE.ENTRY_POINT

GOTONODE_ID INTEGER HYPERNODE.GOTONODE_ID

HYPERNODE_ID INTEGER RESPONSE.HYPERNODE_ID

NODETITLE VARCHAR2(40) [Link]

NODE_IN_PRODUCTION SMALLINT HYPERNODE.NODE_IN_PRODUCTION

QUESTN VARCHAR2(2000) [Link]

SOLVED SMALLINT [Link]

RESPONSE_TEXT VARCHAR2(80) RESPONSE.RESPONSE_TEXT

114 SA-Expert Advisor 5.0

 Data Views

KW_MATRIX_VIEW

Field Data Type Source Table

SOLUTION_ID INTEGER KEYWORD_MATRIX.SOLUTION_ID

USAGE_COUNT INTEGER KEYWORD_MATRIX.USAGE_COUNT

WORD VARCHAR2(80) [Link]

WORD_ID INTEGER DICTIONARY.WORD_ID

Technical Reference 115

 A

NODE_WITH_PARENT

Field Data Type Source Table

CHILD_COMP VARCHAR2(15) [Link]

CHILD_HYPERNODE INTEGER RESPONSE.CHILD_HYPERNODE

CHILD_ITEM VARCHAR2(15) [Link]

CHILD_MODULE VARCHAR2(15) [Link]

CHILD_PROB VARCHAR2(15) HYPERNODE.PROBLEM_TYPE

CHILD_SYSTEM VARCHAR2(15) [Link]

GOTONODE_ID INTEGER HYPERNODE.GOTONODE_ID

HYPERNODE_ID INTEGER RESPONSE.HYPERNODE_ID

NODE_IN_PRODUCTION SMALLINT HYPERNODE.NODE_IN_PRODUCTION

PARENT_COMP VARCHAR2(15) [Link]

PARENT_ITEM VARCHAR2(15) [Link]

PARENT_MODULE VARCHAR2(15) [Link]

PARENT_PROB VARCHAR2(15) HYPERNODE.PROBLEM_TYPE

PARENT_SYSTEM VARCHAR2(15) [Link]

QUESTN VARCHAR2(2000) [Link]

SOLUTION_COUNT INTEGER HYPERNODE.SOLUTION_COUNT

SOLUTION_ID INTEGER HYPERNODE.SOLUTION_ID

SOLVED SMALLINT [Link]

116 SA-Expert Advisor 5.0

 Data Views

PROBLEM_VIEW

Field Data Type Source Table

ACTIVE_WITH VARCHAR2(15) PROBLEMS.ACTIVE_WITH

CALLER_ID VARCHAR2(15) CALL.CALLER_ID

CALLER_NAME VARCHAR2(40) CALL.CALLER_NAME

CALLER_PHONE VARCHAR2(20) CALL.CALLER_PHONE

CALL_CODE VARCHAR2(15) SESION.CALL_CODE

CALL_ID VARCHAR2(15) CALL.CALL_ID

CLOSE_DATE DATE PROBLEMS.CLOSE_DATE

CLOSE_TIME VARCHAR2(10) PROBLEMS.CLOSE_TIME

COMPONENT VARCHAR2(15) [Link]

CONTACT_NAME VARCHAR2(40) CONTACTS.CONTACT_NAME

DESCRIPTION VARCHAR2(2000) [Link]

DIAG_NODE INTEGER PROBLEMS.DIAG_NODE

FIRST_CONTACT_ID VARCHAR2(15) PROBLEMS.FIRST_CONTACT_ID

FIRST_LOCATION_ID VARCHAR2(15) PROBLEMS.FIRST_LOCATION_ID

FIRST_SESSION_ID INTEGER PROBLEMS.FIRST_SESSION_ID

FLX_CAL_DATE1 DATE CALL.FLX_CAL_DATE1

FLX_CAL_DATE2 DATE CALL.FLX_CAL_DATE2

FLX_CAL_INT1 INTEGER CALL.FLX_CAL_INT1

FLX_CAL_INT2 INTEGER CALL.FLX_CAL_INT2

FLX_CAL_INT3 INTEGER CALL.FLX_CAL_INT3

FLX_CAL_INT4 INTEGER CALL.FLX_CAL_INT4

FLX_CAL_TIME1 VARCHAR2(10) CALL.FLX_CAL_TIME1

FLX_CAL_TIME2 VARCHAR2(10) CALL.FLX_CAL_TIME2

FLX_CAL_VCHR1 VARCHAR2(250) CALL.FLX_CAL_VCHR1

FLX_CAL_VCHR2 VARCHAR2(250) CALL.FLX_CAL_VCHR2

Technical Reference 117

 A

Field Data Type Source Table

FLX_CAL_VCHR3 VARCHAR2(250) CALL.FLX_CAL_VCHR3

FLX_CAL_VCHR4 VARCHAR2(250) CALL.FLX_CAL_VCHR4

FLX_CON_DATE1 DATE CONTACTS.FLX_CON_DATE1

FLX_CON_DATE2 DATE CONTACTS.FLX_CON_DATE2

FLX_CON_INT1 INTEGER CONTACTS.FLX_CON_INT1

FLX_CON_INT2 INTEGER CONTACTS.FLX_CON_INT2

FLX_CON_INT3 INTEGER CONTACTS.FLX_CON_INT3

FLX_CON_INT4 INTEGER CONTACTS.FLX_CON_INT4

FLX_CON_TIME1 VARCHAR2(10) CONTACTS.FLX_CON_TIME1

FLX_CON_TIME2 VARCHAR2(10) CONTACTS.FLX_CON_TIME2

FLX_CON_VCHR1 VARCHAR2(250) CONTACTS.FLX_CON_VCHR1

FLX_CON_VCHR2 VARCHAR2(250) CONTACTS.FLX_CON_VCHR2

FLX_CON_VCHR3 VARCHAR2(250) CONTACTS.FLX_CON_VCHR3

FLX_CON_VCHR4 VARCHAR2(250) CONTACTS.FLX_CON_VCHR4

FLX_LOC_DATE1 DATE LOCATION.FLX_LOC_DATE1

FLX_LOC_DATE2 DATE LOCATION.FLX_LOC_DATE2

FLX_LOC_INT1 INTEGER LOCATION.FLX_LOC_INT1

FLX_LOC_INT2 INTEGER LOCATION.FLX_LOC_INT2

FLX_LOC_INT3 INTEGER LOCATION.FLX_LOC_INT3

FLX_LOC_INT4 INTEGER LOCATION.FLX_LOC_INT4

FLX_LOC_TIME1 VARCHAR2(10) LOCATION.FLX_LOC_TIME1

FLX_LOC_TIME2 VARCHAR2(10) LOCATION.FLX_LOC_TIME2

FLX_LOC_VCHR1 VARCHAR2(250) LOCATION.FLX_LOC_VCHR1

FLX_LOC_VCHR2 VARCHAR2(250) LOCATION.FLX_LOC_VCHR2

FLX_LOC_VCHR3 VARCHAR2(250) LOCATION.FLX_LOC_VCHR3

FLX_LOC_VCHR4 VARCHAR2(250) LOCATION.FLX_LOC_VCHR4

118 SA-Expert Advisor 5.0

 Data Views

Field Data Type Source Table

FLX_PRO_DATE1 DATE PROBLEMS.FLX_PRO_DATE1

FLX_PRO_DATE2 DATE PROBLEMS.FLX_PRO_DATE2

FLX_PRO_INT1 INTEGER PROBLEMS.FLX_PRO_INT1

FLX_PRO_INT2 INTEGER PROBLEMS.FLX_PRO_INT2

FLX_PRO_INT3 INTEGER PROBLEMS.FLX_PRO_INT3

FLX_PRO_INT4 INTEGER PROBLEMS.FLX_PRO_INT4

FLX_PRO_TIME1 VARCHAR2(10) PROBLEMS.FLX_PRO_TIME1

FLX_PRO_TIME2 VARCHAR2(10) PROBLEMS.FLX_PRO_TIME2

FLX_PRO_VCHR1 VARCHAR2(250) PROBLEMS.FLX_PRO_VCHR1

FLX_PRO_VCHR2 VARCHAR2(250) PROBLEMS.FLX_PRO_VCHR2

FLX_PRO_VCHR3 VARCHAR2(250) PROBLEMS.FLX_PRO_VCHR3

FLX_PRO_VCHR4 VARCHAR2(250) PROBLEMS.FLX_PRO_VCHR4

GROUP_ID VARCHAR2(15) PROBLEMS.GROUP_ID

ITEM VARCHAR2(15) [Link]

LOCATION_ID VARCHAR2(15) LOCATION.LOCATION_ID

LOCATION_NAME VARCHAR2(40) LOCATION.LOCATION_NAME

MODIFY_DATETIME INTEGER PROBLEMS.MODIFY_DATETIME

MODULE VARCHAR2(15) [Link]

NODE_NAME VARCHAR2(64) PROBLEMS.NODE_NAME

NOTIFY_CONTACT SMALLINT PROBLEMS.NOTIFY_CONTACT

OPEN_DATE DATE PROBLEMS.OPEN_DATE

OPEN_TIME VARCHAR2(10) PROBLEMS.OPEN_TIME

PROBLEM_CODE VARCHAR2(15) PROBLEMS.PROBLEM_CODE

PROBLEM_ID VARCHAR2(15) PROBLEMS.PROBLEM_ID

PROBLEM_RESULT VARCHAR2(1024) PROBLEMS.PROBLEM_RESULT

PROBLEM_TYPE VARCHAR2(15) PROBLEMS.PROBLEM_TYPE

Technical Reference 119

 A

Field Data Type Source Table

SESSION_BEGIN_DATE DATE SESION.SESSION_BEGIN_DATE

SESSION_BEGIN_TIME VARCHAR2(10) SESION.SESSION_BEGIN_TIME

SESSION_END_DATE DATE SESION.SESSION_END_DATE

SESSION_END_TIME VARCHAR2(10) SESION.SESSION_END_TIME

SESSION_ID INTEGER SESION.SESSION_ID

SESSION_SEVERITY INTEGER [Link]

SESSION_USER_ID VARCHAR2(15) SESION.USER_ID

SEVERITY INTEGER [Link]

SOLUTION_ID INTEGER PROBLEMS.SOLUTION_ID

SYSTEM VARCHAR2(15) [Link]

TIMEZONE_ID VARCHAR2(30) LOCATION.TIMEZONE_ID

TIME_SPENT INTEGER PROBLEMS.TIME_SPENT

USER_ID VARCHAR2(15) PROBLEMS.USER_ID

ROOTS

Field Data Type Source Table

HYPERNODE_ID INTEGER HYPERNODE.HYPERNODE_ID

120 SA-Expert Advisor 5.0

 Expert Advisor
B KB File Descriptions

n Alphabetical Listing of Expert Advisor KB Files

n Expert Advisor KB Files by Function
 B

Alphabetical Listing of Expert Advisor KB Files

KB File Description
[Link] Imports from adaptive learning DLL

[Link] Main Alarm Monitor applet

[Link] Alarm monitoring within Expert Advisor

[Link] Calendar control

[Link] Generic call handling functions (contains CallDataRecord definition)

[Link] Maintenance section for configuring call flow

[Link] Call history viewing (made mostly obsolete by [Link])

[Link] Main handler for call registration

[Link] Maintenance for contacts

[Link] Many generic services

[Link] General application configuration

[Link] Telephony integration points

[Link] Generic diagnostic aid lookups (2-tier and 3-tier)

[Link] Diagnostic lookups, 2-tier

[Link] Diagnostic lookups, 3-tier

[Link] Adaptive learning dictionary maintenance

[Link] Diagnostic aid maintenance routines

[Link] Generic routines and definitions for diagnostics

[Link] Case-based reasoning handler

[Link] Maintenance section for diagnostic configuration

[Link] Decision tree editor

[Link] Main handler for diagnostic home page

[Link] Hypertree traversal

[Link] Main entry point routines for hypertrees

[Link] Hypertree editor routines

[Link] Main call dispatch functions (outbound and inbound)

[Link] Main Expert Advisor handler

122 SA-Expert Advisor 5.0

 Alphabetical Listing of Expert Advisor KB Files

KB File Description
[Link] Client-side user callouts for problem closure processing

[Link] Client definitions needed by both client and server

ea_bpr.kb Expert Advisor brief report printing functions

ea_dpr.kb Expert Advisor detailed report printing functions

ea_net.kb 3-tier client network communications

[Link] ECCO interface stub file

[Link] Expert Evolution (EE) interface stub file

[Link] Electronic mail interface routines

[Link] Expert Quality (EQ) stub file

[Link] Interface to SCIM editing routines

[Link] SCIM editing routines

eq_ui.kb Expert Quality (EQ) stub file

[Link] Escalation routines

[Link] Escalation monitor application

[Link] Escalation monitor functionality for Expert Evolution

[Link] Escalation configuration maintenance section

[Link] User callout event knowledgebase

[Link] Expert View (EV) stub file

[Link] Global variables and constants

[Link] Get next number processing

[Link] Expert Advisor group maintenance section

[Link] Hyperlink creation

[Link] Callable inventory functions

[Link] Inventory functions

[Link] Exposure for internationalization of text messages

[Link] Location maintenance

[Link] Generic logon functions

[Link] File to use for customizing events for the Alarm, Escalation, and
Notification monitors

[Link] Send outbound notifications

Technical Reference 123

 B

KB File Description
[Link] Read and handle alarms

[Link] Exposed functions for sending notifications

[Link] Actual implementation of communication layer for sending messages

[Link] Notification Monitor application

[Link] Database definition knowledgebase

[Link] Generic print routines

[Link] Exposed problem handling functions

[Link] Problem history handling functions

[Link] Problem handling functions

[Link] Main handler for Expert Advisor’s resume state

[Link] Client SCIM caching

[Link] Routines to save and restore screen sizes and positions

[Link] Security maintenance section

[Link] Generic SQL search screen handler and Fulcrum lookups

[Link] Generic Expert Advisor functions

[Link] Solution purge application

solution kb Use and maintain solutions

[Link] Turn SQL trace ON and OFF

[Link] Exposure of state routines

[Link] Main state handler for Expert Advisor

[Link] Define color constants

[Link] Main routines for client side of problem closure processing

[Link] Routines to cache user data

[Link] Maintenance for users

usr_exit.kb User-definable exit routines

[Link] Exposed vendor functions

[Link] Vendor maintenance section

[Link] Work history handler (mostly obsoleted by [Link])

124 SA-Expert Advisor 5.0

 Expert Advisor KB Files by Function

Expert Advisor KB Files by Function

Alarm Monitor

KB File Description

[Link] Main alarm monitor applet

[Link] Customized event handlers for the Alarm, Notification, and

Escalation monitors

Call Handling

KB File Description

[Link] Generic call handling functions (contains CallDataRecord

definition)

[Link] Call history viewing (made mostly obsolete by [Link])

[Link] Main handler for call registration

[Link] Main call dispatch functions (outbound and inbound)

Diagnostic Aid Usage

KB File Description

[Link] Imports from Adaptive Learning DLL

[Link] Generic Diagnostic Aids lookups (2-tier and 3-tier)

[Link] Diagnostic Aids lookups, 2-tier

[Link] Diagnostic Aids lookups, 3-tier

[Link] Generic routines and definitions for Diagnostic Aids

[Link] Use and maintain solutions

Technical Reference 125

 B

Escalation Monitor

KB File Description

[Link] Escalation monitor application

[Link] Escalation monitor functionality for Expert Evolution

[Link] Customized event handlers for the Notification, Escalation, and

Alarms monitors

Expert Advisor

KB File Description

[Link] Main Expert Advisor handler

[Link] Main state handler for Expert Advisor

[Link] Exposure of state routines

Generic Services

KB File Description

[Link] Alarm monitoring within Expert Advisor

[Link] Calendar control

[Link] Many generic services

ea_bpr.kb Expert Advisor brief report printing functions

ea_dpr.kb Expert Advisor detailed report printing functions

ea_net.kb 3-tier client network communications

[Link] Client definitions needed by both client and server

[Link] Electonic mail interface routines

[Link] Interface to SCIM editing routines

[Link] Escalation routines

[Link] Global variables and constants

[Link] Get next number processing

126 SA-Expert Advisor 5.0

 Expert Advisor KB Files by Function

KB File Description

[Link] Hyperlink creation

[Link] Exposure for internationalization of text messages

[Link] Generic login functions

[Link] Send outbound notifications

[Link] Exposed functions for sending notifications

[Link] Actual implementation of communication layer for sending

messages

[Link] Database definition knowledgebase

[Link] Generic print routines

[Link] Client SCIM caching

[Link] Routines to save and restore screen sizes and positions

[Link] Generic SQL search screen handler and Fulcrum lookups

[Link] Generic Expert Advisor functions

[Link] Turn SQL trace on and off

[Link] Define color constants

[Link] Routines to cache user data

[Link] Exposed vendor functions

Home Screen and Sub Sections

KB File Description

[Link] Case-based reasoning handler

[Link] Decision tree editor

[Link] Main handler for diagnostic home page

[Link] HyperTree traversal

[Link] Main entry point routines for HyperTrees

[Link] HyperTrees editor routines

Technical Reference 127

 B

Integration Point

KB File Description

[Link] Telephony integration points

[Link] ECCO interface stub file

[Link] Expert Evolution (EE) interface stub file

eq_ui.kb Expert Quality (EQ) stub file

[Link] Expert Quality (EQ) stub file

[Link] Expert View (EV) stub file

[Link] Expert Mail Agent (EMA) stub file

Maintenance

KB File Description

[Link] Maintenance section for configuring call flow

[Link] Maintenance for contacts

[Link] General application configuration

[Link] Adaptive Learning dictionary maintenance

[Link] Diagnostic Aid maintenance routines

[Link] Maintenance section for diagnostic configuration

[Link] SCIM editing routines

[Link] Escalation configuration maintenance section

[Link] Expert Advisor group maintenance section

[Link] Inventory functions

[Link] Location maintenance

[Link] Read and handle alarms

[Link] Security maintenance section

[Link] Maintenance for users

[Link] Vendor maintenance section

128 SA-Expert Advisor 5.0

 Expert Advisor KB Files by Function

Notification Monitor

KB File Description

[Link] Customized event handlers for the Notifications, Escalation, and

Alarm monitors

[Link] Notification Monitor application

Problem Handling

KB File Description

[Link] Exposed problem handling functions

[Link] Problem history handling functions

[Link] Problem handling functions

[Link] Main handler for Expert Advisor’s resume state

[Link] Main routines for client side of problem closure processing

[Link] Work history handler (mostly obsoleted by [Link])

Solution Purge

KB File Description

[Link] Solution Purge application

User-Definable Code Points

KB File Description

[Link] Client side user callouts for problem closure processing

[Link] User callout event knowledgebase

usr_exit.kb User definable exit routines

Technical Reference 129

 B

130 SA-Expert Advisor 5.0

 Expert Advisor
C DF File Descriptions

n Alphabetical listing of Expert Advisor DF Files

 C

Alphabetical Listing of Expert Advisor DF Files

DF File Description

[Link] Forms used to create the general use calendar control

[Link] Forms for the call configuration section for Options/Call/Problem

[Link] Call history forms

[Link] Call registration forms

[Link] Common problem forms as well as generic diagnostic aid screens

[Link] All forms for contact management

[Link] Configuration screens for Options/Application

[Link] Screens for PSO telephony integration

[Link] Simplified diagnostic selection screen

[Link] Adaptive learning keyword maintenance screens

[Link] Generic diagnostic aid forms

[Link] Case-based reasoning screens

[Link] Configuration screens for Options/Diagnostics

[Link] Edit screens for editing the individual nodes of a hypertree

[Link] Configuration screens for setting up diagnostic home screen pages

[Link] The hypertree usage statistics screen

[Link] General hypertree ancillary screens

[Link] WorkWith Call Dispatch forms

[Link] The SA-Expert Advisor Client/Server and logon screens

[Link] The e-mail logon form

[Link] Equipment hierarchy maintenance screens

[Link] Error message maintenance screens

[Link] Escalation maintenance section

[Link] Screens for the flatten functionality

132 SA-Expert Advisor 5.0

 Alphabetical Listing of Expert Advisor DF Files

DF File Description

[Link] Group maintenance screens

[Link] The hot news diagnostic aid maintenance screens

[Link] The hypertree button creation screen

[Link] Expert Advisor inventory maintenance screens

[Link] Contains all terminology for Expert Advisor

[Link] Location maintenance screens

[Link] Notification maintenance and send forms

[Link] Contains all alarm monitor screens

[Link] Contains all notification monitor screens

[Link] Contains all the pick user/group forms

[Link] The print window

[Link] Problem History forms

[Link] General purpose problem forms (WorkWith, Transfer, etc.)

[Link] Problem Status Notebook screen

[Link] Security configuration section for Options/Security

[Link] The SQL search screen

[Link] Solution purge utility screens

[Link] General Work with Solution screens

[Link] User maintenance screens

[Link] Vendor maintenance screens

[Link] Work History screens (not used in Expert Advisor 5.0; left in for previous
versions with customized code)

Technical Reference 133

 C

134 SA-Expert Advisor 5.0

 Expert Server KB and
D DF File Descriptions

n Alphabetical Listing of Expert Server KB Files

n Expert Server KB Files by Function
n Expert Server DF File
 D

Alphabetical Listing of Expert Server KB Files

KB File Description

[Link] Problem closure definitions shared by client and server

[Link] Global functions for problem closure processing

[Link] Problem closure processing

[Link] Diagnostic lookup

[Link] Agent main handler

[Link] User callout functions on Expert Server

[Link] Network communications for agent

[Link] Constants used by server

[Link] Server main handler

[Link] Network communications for dispatcher

[Link] Configuration utility for client and server

[Link] Data caching for diagnostics

[Link] Generic scroll window handler to display data

Expert Server KB Files by Function

Diagnostic Processing

KB File Description

[Link] Diagnostic lookup

[Link] Data caching for diagnostics

136 SA-Expert Advisor 5.0

 Expert Server KB Files by Function

Main Agent Files

KB File Description

[Link] Agent main handler

[Link] Network communications for agent

[Link] Constants used by server

Main Server Files

KB File Description

[Link] Server main handler

[Link] Network communications for dispatcher

[Link] Configuration utility for client and server

[Link] Generic scroll window handler to display data

Problem Closure Processing

KB File Description

[Link] Problem closure definitions shared by client and server

[Link] Global functions for problem closure processing

[Link] Problem closure processing

[Link] User call out functions on Expert Server

Technical Reference 137

 D

Expert Server DF File

[Link]
This DF file contains the all the Expert Server dialog boxes, including the client configuration
dialog boxes.

DF File Description

[Link] Expert Server screens including client configuration

138 SA-Expert Advisor 5.0

 Index

Symbols documentation for 26, 27

.df files guidelines for 22
alphabetical listing of 132 introduction to 22
description of 19 modularity 25
.dfc files, description of 19 support for 22
.kb file headers 28 types of 23
.kb files within user callouts 56
alphabetical list of 122
description of 19
D
.kbc files, description of 19 Data tables 70
data view condition criteria 107
A database
AID_VIEW view 108 adding files to 24
Alarm Monitor .kb files 125 migration 31
ALARMS table 72 database customizations 30
ANNOTATION table 73 DelegateEvent statement 32
ASE 14 DIAG_CONTINUE view 112
ASE Toolkit 11 Diagnostic Aid usage .kb files 125
audience considerations 10 Diagnostic Aids 23
DIAGNOSTIC_AID table 79
C DICTIONARY table 79
CACHE_CONTROL table 73 DICTIONARY_VIEW view 112
Call Handling .kb files 125 DIFF_FROM_PARENT view 113
CALL table 74 DISPATCH table 80
CALL_CODES table 75 DISPATCH_VIEW view 113
CALL_HISTORY view 109 document conventions
CallDataRecord record 62 caution notes 13
caution notes 13 margin icons 12
CHILDLESS_NODES view 112 notes 13
[Link] file 45 operating system considerations 12
ClosureData record 54 overview of 12
COMPONENT table 75 tips 13
configuration, definition of 18 use of bold 14
CONTACTS table 75 use of italics 14
Context record 54, 58
COUNTERS table 76 E
CTI_CONFIG table 76 EA_TRANSITIONS table 81
customization files [Link] file 45, 52
[Link] 45 EACOLUMNS table 80
[Link] 45 [Link] file 107
[Link] 45 equipment definitions 23
usr_exit.kb 46 Escalation Monitor .kb files 126
customization methodology 25 ESCALATION_LOG table 81
customization training courses 11 ESCALATION_RULES table 82
customization warning 19 ESCALATION_TYPES table 83
customizations ESCALATION_USERS table 83
definition of 18 [Link] file 45, 52
 Index

ESERVER problem closure process 45 I-Designer 24

ESMBuild utility 11, 30 integration point .kb files 128
ETREE_NODE_PARENT view 114 integration points 19
events INVENTORY table 86
customizing 44 INVENTORY_CONFIG table 86
description of 44 ITEM table 87
[Link] file 45
Expert Advisor 14 K
.kb files 126 KEYWORD_MATRIX table 87
application hierarchy 18 [Link] file, note about modifying 22
documentation set 14 KW_MATRIX_VIEW view 115
integration with other EXPERTISE products 19
online documentation 15 L
purpose of 19 LOCATION table 88
Expert Advisor workflow, customizing 50
Expert Evolution 14, 20 M
Expert Foundation Manager 14, 20 maintenance .kb files 128
Expert Mail Agent 14, 20 MEMBER_OF table 89
Expert Server MENUBAR table 89
.df file 138 migration
.kb files, alphabetical listing of 136 components of 31
diagnostic processing .kb files 136 database component 31
list of .kb files by function 136 source code component 31
main agent .kb files 137 [Link] file 45
main server .kb files 137 [Link] file 25, 26
problem closure processing .kb files 137 [Link] file headers 27
purpose of 19 [Link] file 30
EXPERTISE 14 MODULE table 89
ExpertView 14, 20
N
F NODE_WITH_PARENT view 116
features, adding and modifying 24 notes 13
flex fields 24 Notification Monitor .kb files 129
availability of 35 NOTIFICATIONS table 90
benefits of using 34 NOTIFY_TYPES table 90
dialog box reference for 38 NOTIFY_USER_GROUP table 91
overview of 34
types of 34
P
functions, customizing 45 post-event handler return codes 50
pre- and post-event handlers, description of 46
G pre-event handler return codes 49
generic services .kb files 126 prerequisites for customizing Expert Advisor 11
GROUPS table 83 PROB_TRANSFER table 97
problem closure process, customizing 45
H problem handling .kb files 129
headers PROBLEM_CLOSURE table 93
for Expert Advisor .kb files 28 PROBLEM_CODES table 96
for procedures 29 PROBLEM_HISTORY table 96
for the [Link] file 27 PROBLEM_TYPE table 97
home screen and sub sections .kb files 127 PROBLEM_VIEW view 117
HOMEPAGES table 84 ProblemRecord record 66
HOMESCREEN table 84 PROBLEMS table 91
HYPERNODE table 85 procedure headers 29
procedures
I adding 24
ICONBAR table 86 customizing 45

140 SA-Expert Advisor 5.0

 Index

evoking from Diagnostic Aids 24 prerequisites for 11

program files purpose of 10
types of 19 terminology 23
purpose of this book 10 TERMINOLOGY table 104
test environment for customizations 25
R testing changes to dialog boxes 22
RESPONSE table 97 third-party products 12
return codes TIMEZONES table 104
for post-event handlers 50 tips 13
for pre-event handlers 49 [Link] file 45
RIGHTS table 98
rights, granting to users 30 U
rights, granting to users and groups 23 user callouts, described 52
RIGHTS_REQUIRED 98 user rights 30
ROOTS view 120 user-definable code point .kb files 129
routines called at transition points, syntax for 51 USERS table 104
routines, customizing 45 usr_exit.kb file 46, 51

S V
SA-Application Software Expert. See ASE VENDOR table 106
SA-Expert Advisor. See Expert Advisor version control systems, using 22
SA-Expert Evolution. See Expert Evolution
SA-Expert Foundation Manager. See Expert W
Foundation Manager WORK_HISTORY table 106
SA-Expert Mail Agent. See Expert Mail Agent
SA-Expert View. See Expert View
SA-EXPERTISE for ESM. See EXPERTISE
SAI_APP_PARAMS table 98
SAI_APPLICATIONS table 98
SA-Script 11
SESION table 99
SEVERITY_LEVELS table 100
SKILLS table 100
Software Artistry
Customer Support Center 11, 22
product names 14
Professional Services Organization 22
solution purge .kb files 129
solutions 23
SOLUTIONS table 101
source code migration 31
SQL 11
state transitions 23
description of 45
list of 51
overview of 50
[Link] file 46
SYSTEM table 102
SYSTEM_ACTIONS table 102
SYSTEM_PROFILE table 103

T
Technical Reference
contents of 10
intended audience 10
overview of 11

System Administrator’s Guide 141

 Index

142 SA-Expert Advisor 5.0