Queued Incidents
Updated: 22 May 2010 | 12 comments
This issue has been solved. See solution.
Is there a way to display just the opened Incidents on the lower left corner of the worker console. Thank you...
Currently I have the queue set up for selfhelp incidents to drop into a queue. I want the helpdesk to see just opened incidents when they appear in their queue. Thank you...
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sql="workitem_status_lookup_
sql="workitem_status_lookup_id = 300"
Adding this criteria to your xml query in the dashboard.ascx page should do the trick. Make sure whatever id you use is the id of "Open" tickets.
Queued Incidents
Where do I find the below mentioned. Would it be in my list queries?
criteria to your xml query in the dashboard.ascx page
Line 15
That section should go on line 15, and look pretty much like the section above it that just does a person's Open incidents.
- Matt
Line 15
Not familiar with line 15. is this done behind the scenes?
Oops sorry, sometimes I get
Oops sorry, sometimes I get interrupted and don't finish a thought.
If you modify the dashboard.ascx file you should be able to see the place to add that. Counting down the number of lines you should reach the 15th line. Mine (which is default right now) says: sql = " "
You'll want to modify yours to be: sql="workitem_status_lookup_id = 300" like mccarthy.cw mentioned.
- Matt
where do i find...
dashboard.ascx ? Thank you...
Im not really familiar with behind the scenes ... let me know..thanks
the dashboard.ascx can be
the dashboard.ascx can be found in the directory with the rest of your templates. These are the closest thing you get to the actual web pages that helpdesk displays.
You'll need to edit that file directly from the directory on your helpdesk server.
It's found in: "C:\Program Files\Altiris\Helpdesk\AeXHD\templates"
- Matt
ok coolll
thanks for your help. i will let you now how it goes...jb
Closed queued Incidents
is there a way move all the current closed incidents out of a queue? do you know of a way?
Sure instead of
Sure instead of this:
sql="workitem_status_lookup_id = 300"
use this:
sql="workitem_status_lookup_id != 600"
- Matt
Unless you're looking at
Unless you're looking at actually moving them out instead of modifying that query. You can do that with "Incidents > Edit Multiple Incidents"
- Matt
I used...
edit multiple incidents and then i moved them out and created an incident rule to not allow closed incidents in that que.
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