Queued Incidents

This issue has been solved. See solution.
JoeBolster's picture

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...

mccarthy.cw's picture

 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.

JoeBolster's picture

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

Joe.Bolster@venetian.com
The Venetian ~ Palazzo Resort Hotel Casino
Las Vegas, NV

MBHarmon's picture

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

JoeBolster's picture

Line 15

Not familiar with line 15. is this done behind the scenes?

Joe.Bolster@venetian.com
The Venetian ~ Palazzo Resort Hotel Casino
Las Vegas, NV

MBHarmon's picture

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

JoeBolster's picture

where do i find...

dashboard.ascx ? Thank you...

Im not really familiar with behind the scenes ... let me know..thanks

Joe.Bolster@venetian.com
The Venetian ~ Palazzo Resort Hotel Casino
Las Vegas, NV

MBHarmon's picture

the dashboard.ascx can be

Solution

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

JoeBolster's picture

ok coolll

thanks for your help. i will let you now how it goes...jb

Joe.Bolster@venetian.com
The Venetian ~ Palazzo Resort Hotel Casino
Las Vegas, NV

JoeBolster's picture

Closed queued Incidents

is there a way move all the current closed incidents out of a queue? do you know of a way?

Joe.Bolster@venetian.com
The Venetian ~ Palazzo Resort Hotel Casino
Las Vegas, NV

MBHarmon's picture

Sure instead of

Sure instead of this:
sql="workitem_status_lookup_id = 300"

use this:
 sql="workitem_status_lookup_id != 600"

- Matt

MBHarmon's picture

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

JoeBolster's picture

I used...

edit multiple incidents and then i moved them out and created an incident rule to not allow closed incidents in that que.

Joe.Bolster@venetian.com
The Venetian ~ Palazzo Resort Hotel Casino
Las Vegas, NV