John,
This is the qualification we use to show tickets assigned to the group you belong to, plus tickets assigned specifically for you. Idea is that if the unassigned tickets belong to you, you can easily see them and pick them up (somewhat against human nature in reality).
(( 'Assigned To' = $USER$) OR (( 'Assigned To' = $NULL$ ) AND ( 'Assigned To Group+' != $NULL$ ) AND ($GROUPS$ LIKE (( "%" + 'Assigned To Group+') + "%" )))) AND ((( 'zTmpKeyword' = "MAINHELPDESK" ) AND ( 'Status Integer' < 4)) OR (( 'zTmpKeyword' = "MAINCHANGE" ) AND ( 'Status Integer' < 6)) OR (( 'zTmpKeyword' = "MAINTASK" ) AND ( 'Status Integer' < 4)))
Now that brings up the question of how the table qualification above knows what group you are in. Logically I know that information should be setting on the form but a quick look through did not show it to me. This is an out of the box form that we have customized heavily. There's no 112 field, so it must be magic or some field is being used in an unexpected way. Sorry I couldn't be of more help on this part.
hth,
Susan
Susan Palmer
ShopperTrak
312-529-5325
On 10/31/06, John Kelley <[EMAIL PROTECTED]> wrote:
Restated:
If I log into remedy, as a support staff member of Help Desk. I should see
a table of Calls that were Auto-Assigned to the Helpdesk with no particular
assignee. Or another way to say it, is "My groups unassigned calls"
I'm also not sure what form to grab from HPD:Heldesk or SHR:Consolatedlist
Thanks JK
Axton
<[EMAIL PROTECTED]
L.COM> To
Sent by: "Action arslist@ARSLIST.ORG
Request System cc
discussion
list(ARSList)" Subject
< [EMAIL PROTECTED] Re: Table Field Qualification
ORG>
10/31/2006 07:04
PM
Please respond to
[EMAIL PROTECTED]
RG
Can you restate the following? Then maybe we can help.
"shows Unassigned HPD and CHG requests, for only the person that is
logged into Remedy User"
Observations:
- an unassigned ticket is an unassigned ticket, regardless of who is
looking at it
- unassigned to a group? an individual? both?
Axton Grams
On 10/31/06, John Kelley < [EMAIL PROTECTED]> wrote:
> Hello all.
>
> AR Server 6.03
> Helpdesk App 6.0
>
> Having trouble with a Qualification:
> I'm trying to create a table on my support form that only shows
Unassigned
> HPD and CHG requests, for only the person that is logged into Remedy
User.
>
> Any suggestion?
>
>
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