Automatically Refresh the Worker Report
Updated: 08 Nov 2007 | 12 comments
Ever have those workers who just sit on the worker report screen and never refresh it to see if new tickets have been added to their queue? We ran into that and quickly found a way to end their excuses.
It's rather simple really. Create a custom WorkerReport.ascx by following the documented best practices for customization.
Once you've created the custom template drop the following HTML code into the top of the page (in between the <head> and the </head> tags) and there you go -- a setup that will automatically refresh the Worker Report screen every 5 minutes.
<meta http-equiv="refresh" content="300">
Of course this could be added to any template, but we've found it especially useful on the Worker Report.
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Comments
Another way for doing this
Create a notifiaction rule that send an email to the worker when a new incident has arrived.
The workers don't need to wait and let the workerpage open. They can open it when they are notified.
E-mail Rules
Ahh, but the ever popular Outlook Rules can route these notifications directly to a folder that those workers never get pop-up notifications on. It's really sad that I've had to learn so much about this stuff.
- Matt
Refreshing
This is something that I know my people will love. They hate having to refresh and to them notifications are just simply annoying.
Our old homegrown solution
Our old homegrown solution had a refresh function. It was one of those things people got used to having and we had to find a way to replicate. I'm glad to hear others are finding it useful
- Matt
Help - Where do I enter the code?
Does this go in a WorkerReport.ascx file? If I edit mine, I don't have a .... section. It's just a bunch of scripts...
(Excerpt)
<%@ Control Language="vb" inherits="Altiris.Helpdesk.Web.TemplateControl" %>
<%@ Register TagPrefix="aw" Namespace="Altiris.AppWeaver" Assembly="Altiris.AppWeaver" %>
<%@ Import Namespace="Altiris.Helpdesk.Services" %>
<%@ Import Namespace="System.Xml" %>
<%@ Import Namespace="System.Data" %>
Private Const SAVE_AS_LAST_QUERY_TAG As String = "save_as_last_query"
Public Overrides Sub LoadDataSources()
DataStore("CurrentWorker") = New WorkerDataSet("current")
DataStore("Queries") = DataStore("CurrentWorker").AllWorkerQueriesWithNoPrompts()
.
.
.
At the beginning of the
At the beginning of the file I created the header section myself using regular HTML code.
- Matt
This should work well for
This should work well for us, might even decrease response time on some tickets!
AutoRefresh and HTTPS
Does this work with HTTPS enabled help Desks? Last time I tried something like this, I got an error. Anyone have a solution for https enabled consoles?
rob
Nice but breaks Time Spent timer
We tried this and it it nice for the Worker Report but it 'breaks' Time Spent timer. If you use the Time Spent timer like we do to clock your exact time on a ticket, it wants to refresh and zero out at the content="300"> 5 minute setting. Too bad.
Right location?
Are you sure you're putting this in the right location? I ask this because if you created the custom WorkerReport.ascx it should only be refreshing on the "Worker Report" page and no where else. I have a ticket in particular that I've spent about 2 hours of work on, and the Total Time shows 129 minutes.
Refresh Order
Is there a way to set the refresh order on this? Everytime my page refreshes my order is messed up.
Tim Scott
512-401-5804
It works
I added the following code to the FinalizePresentation method on our customized version of Standard.ascx.
If Console.ContentModule.Title = "Worker Report"
Console.AddHeadRecord("<meta http-equiv='refresh' content='300'>")
Elseif InStr(Console.ContentModule.Title, "Altiris Administration") > 0
Console.AddHeadRecord("<meta http-equiv='refresh' content='180'>")
Elseif InStr(Console.ContentModule.Title, "Asset Management") > 0
Console.AddHeadRecord("<meta http-equiv='refresh' content='180'>")
End If
It follows the line that reads:
Console.AddHeadRecord("<TITLE>" & Console.ContentModule.Title & "</TITLE>")
This will add refreshes of 5 minutes to the Worker Report and 3 minute refreshes to a couple queues based on dashboard changes we made. See www-secure.symantec.com/connect/articles/showing-additional-information-helpdesk-dashboard for the changes we made on our dashboard.
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