Thanks for posting, Susan..
Actually, I use $GROUPIDS$ to look at the
'zAssignedGroupID' field. Since this field exists on Helpdesk, Task, and
Change, we added 'zAssignedGroupID' to the SHR:Consolidated list
form.
So instead of comparing group names we compare IDs.
This prevents picking up groups with similar names like "Service Desk" OR
"Service Desk - Desktop", etc.
So the qualification below would now appear
as:
(( 'Assigned To' =
$USER$) OR (( 'Assigned To' = $NULL$ ) AND ( 'Assigned To Group+' !=
$NULL$ ) AND ($GROUPIDS$ LIKE (( "%" +
'zAssignedGroupID ') + "%" )))) AND ((( 'zTmpKeyword'
= "MAINHELPDESK" ) AND ( 'Status Integer' <=3)) OR ((
'zTmpKeyword' = "MAINCHANGE" ) AND ( 'Status Integer' <=5)) OR ((
'zTmpKeyword' = "MAINTASK" ) AND ( 'Status Integer' <=3)))
Thanks again, Susan.
Hope it helps,
John.
Michelle
From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Susan Palmer
Sent: Wednesday, November 01, 2006 1:51 PM
To: [email protected]
Subject: Re: Table Field Qualification
SHR:Consolidated That's how we show them their Changes, Tasks
and HTs in one table.
Also, Michelle brought it to my attention that $GROUP$ looks at the
zAssignedGroup field on the Consolidated form and that's how it knows whether
the logged in person is in that group.
She also brought up that =< are better to use than just <. That
part of out of the box .... hope they've modified it in newer versions (was
5.0).
Glad it worked
Susan
On 11/1/06, John
Kelley <[EMAIL PROTECTED]>
wrote:
Thanks Susan, that works great, now I just have to play with the
Qualification to take out my calls assigned to me.
Question for you: Is your Qualification looking in the Consolidated list
form or the HPD:HelpDesk?
JK
Susan Palmer
<[EMAIL PROTECTED]
L.COM> To
Sent by: "Action [email protected]
Request System cc
discussion
list(ARSList)" Subject
<[EMAIL PROTECTED] Re: Table Field Qualification
ORG>
11/01/2006 12:25
PM
Please respond to
[EMAIL PROTECTED]
RG
**
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 [email protected]
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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