Karen,
Just had a look over the definition of the table on the Remedy Support form, it is similar enough to what I've done on ITSM4 to be relatively simple, although tying the code in with the Console View will be fun.
What I did on v4 was to add a yes/no drop down and a character field linked to a menu. The yes/no drop down states when the relevant logic will fire on the table. The menu will point to a list of your regions.
The table property on ours (vanilla ITSM6) reads :
((( 'zTmpKeyword' = "MAINHELPDESK" ) AND ( 'Status Integer' < 4)) OR (( 'zTmpKeyword' = "MAINCHANGE" ) AND ( 'Status Integer' < 6)) OR (( 'zTmpKeyword' = "MAINTASK" ) AND ( 'Status Integer' < 4))) AND (( $zTmpShowAssignedReq$ = 'zTmpKeyword') OR ( $zTmpShowAssignedReq$ = "All" )) AND ((( $ConsoleViewBy$ = "Myself") AND ( 'Assigned To' = $USER$)) OR (( $ConsoleViewBy$ = "Group") AND ( 'Assigned To Group+' != $NULL$ ) AND ($GROUPS$ LIKE (( "%" + 'Assigned To Group+') + "%" ))) OR (( $ConsoleViewBy$ = "Unassigned") AND ( 'Assigned To' = $NULL$ )) OR (( $ConsoleViewBy$ = "Date") AND ( 'Requested Completion Date' <= $zTmpDate1$)) OR ( $ConsoleViewBy$ = "Any"))
You will have to add on extra logic to say something like (RegionYesNo="Yes" AND 'Assigned to Group+' LIKE ("%"+RegionSelection+"%"))
Then of course you can mess about with the menu - it could be a simple pointer to the regions form, or you could have it doing some sql to just populate with a list of groups that have open tickets .....
Plenty of opportunities.
Regards
Dave
On 22/08/06, O'Reilly, Karen <[EMAIL PROTECTED]> wrote:
**Dave,
AR Server 6.3 and Help Desk 6.0That is pretty much what I want, but to be more specific the different Regions equal different Assigned To G roups. I want the user to be able to select Chicago on the dialog box and the return in the table to be Assigned To Group = Help Desk CHI, Network CHI, Telecom CHI, etc. If I do it by the Requesters' Region, it won't return exact results as we need the option to support users outside of the technicians' Region.Thanks so much for the response.
K. O'Reilly
Information Technology
Midway Games
**
From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG ] On Behalf Of Dave Barber
Sent: Tuesday, August 22, 2006 4:15 AM
To: arslist@ARSLIST.ORG
Subject: Re: Console View by Region?
Karen,What version is this on? The way I read it, you are wanting to change the console view from the standard one, to allowing you to view the different regions instead?I've made console changes on our HPD app (v4!) that allows you to filter the view by different assigned to groups, the CTIs available to that group, and I figure it would be pretty easy to add in the region (although the logic does start to get kinda long-winded and difficult to read).We've got ITSM6 on our test box, I could look at how to change the console view on there.RegardsDave
On 21/08/06, Karen O'Reilly <[EMAIL PROTECTED] > wrote:I would like to setup a Console View on the Remedy Support form that does
a check against certain Assigned To Groups.
So far I have a form that fires off when Region is selected from the
Console View menu. That form includes all our Regions (Chicago, Seattle,
etc.) I basically copied the Other Agent dialog from the Remedy Management
form. This is as far as I get.
I need to check the Assigned To Group column for Groups like Help Desk
CHI, Network CHI, etc. If those matches are found, I want it to display
within the Console View area.
I've run worklogs to see how Other Agent and Date views are done, but I
must be missing something.
Any help or points in the right direction would be appreciated.
Thanks.
Karen O'Reilly
Information Technology
Midway Games
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