If you just want the incident table sorted in order of older INC's at the top, you can sort by incident ID# or Submit time and accomplish that. No workflow or fields needed, just a wee bit of training. Standard column sort behavior should already work on the table -- click the Inc# column header to sort ascending; click the Inc# column header again to sort descending. Unless you have support staffers who open a new Incident window first thing in the morning and let it sit for hours/days before actually submitting it (although possible, should be the rare, unusual case), then the lowest Inc# should have the oldest submit date (or if not, it should be reasonably close).
If I'm understanding the need correctly, I don't see any compelling reason to modify the system in this case, when a bit of user training should suffice. Thanks, -JDHood On Tue, Feb 6, 2018 at 6:11 AM, Abhishek2019 <abhi.masc...@gmail.com> wrote: > 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 >
-- ARSList mailing list ARSList@arslist.org https://mailman.rrr.se/cgi/listinfo/arslist
