Ive been stuck with this dilemma as well. This is a minor issue if you can fully utilize Crystal reports for any ticket printing you need. Out of the box the Print Current Case button is a Crystal report and there is a way you can setup the Crystal report to show the multiple Work Info records with just the one set of Incident fields. Its a matter of putting all the Incident fields in the Crystal Report into a Group section where you add a group by Incident ID. In the details section of the report is where you put in the Work Info Summary, Description, Submit Date, etc.
You can also accomplish this in the Crystal report with the main report pointing to HPD:Help Desk and add a sub report that points to HPD:Worklog and add a sub report link using the Incident ID. Let me know if you need specifics on that. However, the biggest problem with Crystal is that those reports will not work on the web unless you setup a Crystal Enterprise server environment, license it with the same number of Incident licenses you have and then setup its integration. This can be done but will be costly for your organization to afford the extra Business Objects licenses. This really leaves you with only 2 other alternatives that I know of (please anyone with better ideas please chime in, I am curious to know if there are other alternatives): 1. Setup a separate .NET application or some other web publishing development system to connect to Remedy using direct SQL against the AR System database and then change the button to a label with a button display and have the label setup to goto a URL that will call that .NET application that will display the data in a report. This is something we are likely going to pursue. 2. Add a Open Window action to the active link that already will open the Incident in a report that will point to the HPD:Worklog form and based on the 'Incident Number' on the Work log table being set to the 'Incident Number' from the HPD:Help Desk form. This will result in two windows being open from clicking on the button. One with the incident details and one with the Work Log data associated to that incident. The user will have to then print both windows. Probably as better logic (to account for incidents with no Work info data) would be setup this Open Window/Report action in a separate active link that fires with the same conditions and from the same button as the Incident Print Current Case active link but executes after if it if the Work Info Inbound and Outbound counts are > 0 (which will mean there is at least one Work Info record created and associated to that incident). Thanks Peter Lammey ESPN IT Client Architecture and Automation 860-766-4761 ________________________________ From: Action Request System discussion list(ARSList) [mailto:arsl...@arslist.org] On Behalf Of David Levenseller Sent: Tuesday, February 17, 2009 11:22 AM To: arslist@ARSLIST.ORG Subject: Help with printing an incident easily ** Hello, I've asked for help on this before and received some good replies (thank you VERY much) but it just doesn't seem to work. I'm trying to make it easy for someone to print the current incident they are looking at. Something like a Print Current Case button. I would like it to include the Work Info. It was suggested that I create a Join Form and have it pull the incident and any Work Info. I tried that and it seems to work pretty good except that it pulls the Work Info entries multiple times. We also tried to create a hidden field where the Work Info goes to but then that would just take up more room and we also don't want sensitive data sitting in that text field. 1. AR Server version 7.0.01 patch 005 2. Incident Management/Problem Management version 7.0.02 patch 005 3. Mid Tier version 6.03.00 4. Oracle version 10.2.0.4.0 - 64 bit 5. We are using Red Hat Linux and Tomcat as the operating systems and application server. I don't know their version/patch numbers. Thank you for any hints or suggestions. David Levenseller University of North Dakota Help Center Leader davidlevensel...@mail.und.edu<mailto:davidlevensel...@mail.und.edu> Voice (701)777-2380 FAX (701)777-3978 __Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are" html___ ________________________________ Please consider the environment before printing this e-mail. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
