Knowledge Doc Max Resolution Backend Database Storage


Article ID: 15254


Updated On:


SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service KNOWLEDGE TOOLS CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager


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

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


Release: SDMU0M99000-14.1-Service Desk Manager-Full License


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

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