I have run into a dilemma now on an enhancement that I sold to my users as an easy change and I was hoping someone on the list might help. Upon going live with ITSM 7 we had to change the workflow and the reports that are run when a user clicks on the Print button on the Incident form or the Change form (and the Problem form as well) to run a print preview of the ticket details in a AR System report rather than a Crystal Report.
This is due to the fact that the Crystal Reports that were being used out of box will not work on the web and we currently don't have funding to get Crystal Enterprise up and running for web reporting. This prompted me to revise all the reports to AR System reports to show the Change or Incident details when the user clicks on the Print button on the form. This was working fine but now users want to see the Work Info data associated to the Change record when they click the Print button. At first I thought this was easy by creating a join between the Change form and the CHG:Worklog form (outer join) and then setting up the Report against the join form. Unfortunately, I have discovered that if there are multiple Work Info records associated to the Change request, the Report when run will show the Change information multiple times needlessly for each Work Info record. I know this is something our users don't want. I know an easy way of solving this in a Crystal report but Im stuck trying to get this to work with an AR System report. Does anyone have ideas on how I can get the report kicked off by the Print button on Change to show a Change Details report with the Work info records shown but not with duplicated Change information? Only option I know of is to have the print button show the Change details in one active link and to also then fire another report of the CHG:Worklog data in another pop up preview window but then that will require the user to print them separately and creates additional windows open. Any ideas are welcome. Thanks Peter Lammey ESPN IT Client Architecture and Automation 860-766-4761 _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
