Hi AA, Presuming I understand correctly and the main point of the business requirement is to just prioritize the aged incidents first in the Incident table on the overview console, then couldn't you just sort the table by Incident Number? Granted with blocks of ID's and a high ticket flow it is possible that a higher INC# could have a submit date slightly before a lower INC#, but I would think they would be created so close together that it would not be a significant difference. Or where there may be a bigger difference would be the rare case, if ever. Again, this is if I understand correctly (and I'm not 100% sure) and the business need is actually just to present the tickets sorted by oldest first in the table.
So, just to be clear, disregard specific design ideas or workflow specifics. There are usually different ways to meet a requirement with ARS, so first things first: What is the business need here, or if it's easier, what problem is the business is trying to solve? Something like: "...We're missing SLA's more often than we are meeting them because support staff won't work older tickets before newer tickets. Is there some way Remedy can help the support staff work tickets in the order of oldest to newest so we have a better chance to stop missing SLA's?..." If the problem to be solved is as simple as that, the solution could be more workflow/functionality, or perhaps just a bit of training. You'd probably get more "bang for the buck" with training in that case. Thanks, -JDHood On Tue, Feb 6, 2018 at 2:06 AM, Abhishek2019 <[email protected]> wrote: > > Thanks for your kind response. > > As the requirement is to show the Incident Aging in overview console table > only so i doubt DB View will not suffice it. Also please could you > elaborate > it more as what will be the trigger point(Execute on condition) for the > Custom field calculation on the DB view. > > Please provide detail for your DB view approach. > > Cheers, > AA > > > > -- > Sent from: http://ars-action-request-system.1.n7.nabble.com/ > -- > ARSList mailing list > [email protected] > https://mailman.rrr.se/cgi/listinfo/arslist >
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