ServiceDesk

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  • 1.  Accessing HelpDesk 6 Incidents from Service Desk 7.1

    Posted Apr 06, 2011 11:35 AM

    We are going to Service Desk 7.1, which is already installed on a physical box.

    We have our Helpdesk 6 database which is on the same SQL server as the Service Desk database.

    I need to be able to access the Helpdesk 6 incidents from the Service Desk.

    The ideal report would be where the Comments, Title, Modified by, and Contact can be edited.

    Any ideas would be helpful and maybe a report is not the way to go.

     

    Larry T.



  • 2.  RE: Accessing HelpDesk 6 Incidents from Service Desk 7.1

    Posted Apr 06, 2011 11:37 AM

    FYI



  • 3.  RE: Accessing HelpDesk 6 Incidents from Service Desk 7.1

    Posted Apr 06, 2011 03:34 PM

    Something I haven't tried...

    Have you tried making a report using custom SQL and "jumping" to the Helpdesk database (they're on the same box, and I'm wondering if the SD report builder would block it)

    The sql would look like

    SELECT * FROM Altiris_Incidents.dbo.contact_view.... or something similar.

    If you can get something similar to that sample SQL to run, you might be able to go the report route.



  • 4.  RE: Accessing HelpDesk 6 Incidents from Service Desk 7.1
    Best Answer

    Posted Apr 06, 2011 04:21 PM

    Yeah you can do this I have it setup on my servicedesk to display tickets in a particular HD6 queue.

    If you just want to access the data then, so long as the databases are on the same instance, you can use this SQL in the SD report builder to display the fields that you mentioned:

    USE Altiris_Incidents /* Replace this with your HD6 database name if different */
    
    SELECT T1.[Number] AS 'Ticket Number', T1.[Title], T1.[Comment], T2.[Name] AS 'Modified By'
      
    FROM Workitem T1
    JOIN Worker T2 ON T1.[Modified_By_Worker_ID] = T2.[ID]
      
    WHERE T1.[is_last] = 1 /* This will show the last comment, remove this to show all comments */
      
    AND T1.[status_lookup_id] <> '400' /* Excludes Resolved tickets */
    AND T1.[status_lookup_id] <> '600' /* Excludes Closed tickets */
     
    ORDER BY T1.[Number] ASC 

    This is just a sample.  You might want to tweak the WHERE part, especially excluding (or including) tickets of a particular status or worker queues etc.

    If however you want to directly edit the HD6 tickets through the ServiceDesk then I don't think this is possible unless you actually present the HD through the ServiceDesk in an iframe webpart or something similar.



  • 5.  RE: Accessing HelpDesk 6 Incidents from Service Desk 7.1

    Posted Apr 07, 2011 06:01 PM

    This is a great start.smiley

    I am hoping to be able to enter data into fields(editable at runtime) in the report, so our teams can search for specific information in Incidents..