You could try a table walk on refresh to update all the values in the table. The only problem would be that the last modified date/time/person are going to change. Also, could be a nightmare when you have multiple people logged in trying to update the ticket(s). Not sure if a display only field would work on the table refresh. I would have to test that out. I had a customer that wanted aging related information and I just setup filters to show anything older than 30, 60, and 90 days on the consoles. Are there specific timeframes they are looking for as a breach? What is the value of updating a field on the ticket? Obviously sorting by submit date will give you oldest on top. I personally think this would be better suited as console filters (filter by field not backend workflow) than it would be building workflow in the background. If you SLA is closed within 7 days then setup a filter to show open 5 days or more, open 5 days but less than 7, and/or open over 7 days.
Brian ________________________________ From: ARSList <arslist-boun...@arslist.org> on behalf of Abhishek2019 <abhi.masc...@gmail.com> Sent: Tuesday, February 6, 2018 6:32:50 AM To: arslist@arslist.org Subject: Re: How calculate the Aging of an Incident & show it in overview console? Hi JD, Thanks for your kind response. The requirement is just to show the older/aged incidents on top of the overview console table for the support staff attention only to proactively manage the SLA. I can create a custom field in hpd:help desk which will calculate the DATEDIFF for the submit date & current date, so that aging can be fetched out. After that i can extend that custom field on to the overview console table. The only concern which i am having is that how to trigger that custom field value to capture in it the real time aging of the incident. Option1 - To capture the value using escalation which will run every midnight & will calculate the value for the custom field.But it will miss the incidents raised after midnight. Option2 - Using AL on to the Overview console table which will fire the workflow on row level select in the Overview Console table - > but still i am exploring it completely. Any response will be highly appreciated. Cheers, AA -- Sent from: http://ars-action-request-system.1.n7.nabble.com/ -- ARSList mailing list ARSList@arslist.org https://mailman.rrr.se/cgi/listinfo/arslist DISCLAIMER: The information contained in this e-mail and its attachments contain confidential information belonging to the sender, which is legally privileged. The information is intended only for the use of the recipient(s) named above. If you are not the intended recipient, you are notified that any disclosure, copying, distribution or action in reliance upon the contents of the information transmitted is strictly prohibited. If you have received this information in error, please delete it immediately.
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