Claire,
Shouldn't the query be:
(( 'Region' = $Region$) AND ( 'zTmpKeyword' = "MAINHELPDESK" ) AND ('Status
Integer' < 4)) OR
(( 'Region' = $Region$) AND ( 'zTmpKeyword' = "MAINCHANGE" ) AND ('Status
Integer' < 6)) OR
(( 'Region' = $Region$) AND ( 'zTmpKeyword' = "MAINTASK" ) AND ( 'Status
Integer' < 4))
It seems to me that your query is only pulling the region for the mainhelpdesk
tickets
and not the others.
Hope this helps.
Joanne Mansur
Client Systems Analyst
Northeastern University
(617) 373-3295 (office)
(617) 373-5985 (fax)
[email protected]
-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:[email protected]] On Behalf Of Sanford, Claire
Sent: Wednesday, September 30, 2009 11:49 AM
To: [email protected]
Subject: [ARSLIST] SHR:Consolidated and the Support Console HD6
I am running Helpdesk 6.0 and ARS 6.3 and need to add a view on the
Support Console that is any open ticket by a specific Region.
I know this is easy and I've done it before, but for some reason I am
just not getting it this time.
I have an AL that sets the ConsoleViewReadOnly to the contents of the
Region field.
My qualifications to pull the table are:
(( 'Region' = $Region$) AND ( 'zTmpKeyword' = "MAINHELPDESK" ) AND (
'Status Integer' < 4)) OR (( 'zTmpKeyword' = "MAINCHANGE" ) AND (
'Status Integer' < 6)) OR (( 'zTmpKeyword' = "MAINTASK" ) AND ( 'Status
Integer' < 4))
It is pulling ALL open tickets regardless of the Region.
I also tried:
(( $ConsoleViewReadOnlyField$ = 'Region') AND ( 'zTmpKeyword' =
"MAINHELPDESK" ) AND ( 'Status Integer' < 4)) OR (( 'zTmpKeyword' =
"MAINCHANGE" ) AND ( 'Status Integer' < 6)) OR (( 'zTmpKeyword' =
"MAINTASK" ) AND ( 'Status Integer' < 4))
ARS 6.3 Patch 22
HD 6.0
Oracle 10.2.0.4.0 w/9 libraries
Oracle lives on a remote server
Windows 2003 4 gig on app server and 8 gig on DB server
Claire Sanford
Information Systems Division
Memorial Hermann Healthcare System
Phone: 713 448 6035
[email protected]
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