Thanks JD for your kind response. But we need to show the aging in numbers as well so that support staff can take proper action as per the aging.
On 06-Feb-2018 6:31 PM, "JD Hood" <[email protected]> wrote: > 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 <[email protected]> > 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 >> [email protected] >> https://mailman.rrr.se/cgi/listinfo/arslist >> > > > -- > ARSList mailing list > [email protected] > https://mailman.rrr.se/cgi/listinfo/arslist > >
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