change query on helpdesk dashboard
Updated: 21 May 2010 | 4 comments
This issue has been solved. See solution.
Can anyone tell me how I change the query on the helpdesk dashboard ‘open incidents assigned to me and modified in the report period: all dates’ to be ‘open incidents owned by me and modified in the report period: all dates’ instead.
Many thanks for help.
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dashboard.ascx
You'll just need to modify the Dashboard.ascx file to see the information you're looking for.
here's an article with an example of how someone modified it to include different statuses. You should be able to do something similar to display what you're looking for
https://www-secure.symantec.com/connect/articles/updating-dashboard-include-other-status-lookup-values
- Matt
Make a small change to Dashboard.ascx
This is done by modifying Dashboard.ascx.
In the query that looks like this:
<query id="open"
type="WorkItem"
title="sidMyOpenTitle"
sql="workitem_assigned_to_worker_id = $current_worker_id$ AND (workitem_status_lookup_id = 300 OR workitem_status_lookup_id = 700) " />
Change workitem_assigned_to_worker_id to owned_by_worker_id
Then it looks like this:
<query id="open"
type="WorkItem"
title="sidMyOpenTitle"
sql="workitem_owned_by_worker_id = $current_worker_id$ AND (workitem_status_lookup_id = 300 OR workitem_status_lookup_id = 700) " />
Does that solve your question?
Mike Clemson, Systems Engineer
Intuitive Technology Group -- Symantec Platinum Partner
Correction: Any occurrance of
Correction: Any occurrance of owned_by_worker_id should say workitem_owned_by_worker_id
Mike Clemson, Systems Engineer
Intuitive Technology Group -- Symantec Platinum Partner
change query on helpdesk dashboard
Here's what I did:
took a copy of the original dashboard.ascx
Customised dashboard.ascx with the following:
In the queries section modified <query id="open" to the following
<query id="open"
type="workitem"
title="sidMyOpenTitle"
sql="workitem_owned_by_worker_id = $current_worker_id$ AND workitem_status_lookup_id=300">
and modified the <query id = "queued" to show all queued calls except those that are closed:
<query id="queued"
type = "Workitem"
title = 'sidQueuedTitle"
sql="workitem_status_lookup_id !=600"/>
Further down in the dashboard.ascx file there is a section
Dim reportPeriodClause As String = " and" & TryString ("sidSqlALLDATES")
Dim currentWorkerClause As String = " and workitem_assigned_to_worker_id = $current_worker_id$"
Changed this to " and workitem_owned_by_worker_id = $current_worker_id$"
Restarted IIS
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