ServiceDesk

Hi guys,

On SD 7.1 we had some columns regarding Classification Category of an incident in table ServiceDeskIncidentManagement corresponding to each level of category selected on that particular incident. That was great because here we based our symptoms by those levels (category1, category2, category3, and so on) and we could measure it using reports based on SQL.

Well, now on SD 7.5, table ImIncidentTicket has only one column corresponding to that info: Classification, similar to merged_classification_text on SD 7.1.

Does anyone know a way we could reproduce those kind of reports on SD 7.5? Without using much advanced SQL. I tried using CHARINDEX inside a SUBSTRING, and it worked, but only for the first level of classification, for second level and so on it got too much confusing. For what I researched around, it could work only calling a function, but that's too much and I'm not sure it would work on a console-based-report (I guess if I created a VIEW with that query and configured as workflow profile it would work, but not sure).

Anyone has any good ideas?

Thanks a lot!

Rafael Fontana

Hi rafaelfontana,

You can work this information in the workflow.

Example:

If you put this workflow to be triggered by a rule will need this component Get Incident Ticket By SessionID but if you put another time will need to generate a integraion to capture incidents.

The component Text Contains Multiple TextRule serves to route in which field should be done as insert / update.

Then you can build your query based on the new table that should have separate categorizations of information.

The higher the level must be higher categorization Text Contains Multiple TextRule

Regards,

André Florencio

Nice André!

That is a great workaround for this missing feature.

Thanks a lot.

Regards,

Rafael Fontana

Hi André

I'm having the same problem regarding this issue.

Can you explain a bit further how to do this?

Thanks in advance.

Harold

Hi haroldvm89,

The description of the image was removed and I apologize for that, but below is a picture that can help in solving the problem.

Are you having trouble building the mechanism? How can I help you better?

Regards,