ServiceDesk

Does any one out there happen to have the steps needed to include the links to the Incident Numbers (reportprocessid) for a custom report.  Example...In ServiceDesk, any of the standard reports give you the ability to click on the ticket number and pull up the process view page for that ticket.  HOWEVER, if you create a custom report and include the reportprocessid field (or EVEN if you copy the SQL from an existing standard reports that already links the ticket number) the ticket number displays, BUT DOES NOT LINK.  I was advised by Symantec that a view needs to be created in order to perform this, however the steps to do this were not provided as of yet.

If anyone has this readily available, please reply to post with that info. 

Thank You

Had to dig a bit to go find it, but I know I've reference this old article before.

https://www-secure.symantec.com/connect/articles/using-custom-sql-servicedesk-report-builder-and-still-use-parameters

It was surely written for 7.0 or 7.1, but the steps hold true now just as well as they did back then. Obviously, you should be using your own SQL query to make the view instead of what's provided in the example.

Edit: Forgot to say, once you've done all this, as long as the "include process actions" option is selected, the process id column will be a link like you want.

I was just sent that same exact article from Symantec.  I will test this out and reply if this works.

Thank you for this as well Michael.

got through the most of this, however when building the report, I get the following error message in SD report builder

Incorrect syntax near the keyword 'as'. Incorrect syntax near the keyword 'with'. If this statement is a common table expression, an xmlnamespaces clause or a change tracking context clause, the previous statement must be terminated with a semicolon. Incorrect syntax near the keyword 'with'. If this statement is a common table expression, an xmlnamespaces clause or a change tracking context clause, the previous statement must be terminated with a semicolon.

The report builder has created the following SQL script so far, and I do not see a EXISTS statement anywhere in it!!

select distinct
    Process.ReportLogProcessID as [Process.ReportLogProcessID],
    CRM_Q_RPT0.Ticket Number as [CRM_Q_RPT.Ticket Number]
from
    ReportProcess as Process with (NOLOCK) inner join
    CRM_Q_RPT as CRM_Q_RPT0 with (NOLOCK) on
        ((CRM_Q_RPT0.Ticket Number = Process.SessionID))
order by
    [CRM_Q_RPT.Ticket Number] asc

Is that the SQL displayed when you choose "display sql" from the options tab in the report builder? Also, I'm assuming you created the view and it tested okay on it's own. Is this correct?

yes to both questions michael

I'm not sure where the issue is coming from then. Can you post a screen shot of the edit screen for your data profile?

I tried that last week, however it seems as though our security team has disabled the ActiveX plug-in to paste screen shots to this site.  The add-in will not install.

Unrelated, I'm sure this site isn't using activex, as my Mac is uploading screenshots just fine.

Can you successfully display the definition values from your data profile in the admin "lists and profiles" page? (It's an action from the lightening bolt for the data profile you created)

You do not need to create a view to get this to work.

Add "Include Process Actions" to the report and it should activate the Links.