SDU - User contributions [en]

Stored Queries

2008-10-09T19:21:18Z

Cahenderson: /* Overview */

[[Category:Configuration]]
{{Global Header}}
{{Global Announcement}}

== Overview ==
Stored Queries are used exclusively for the [[Scoreboard]]. Stored Queries have no capabilities or functionality outside of the Scoreboard.

When defining Stored Query you must prefix all single quotation marks (') with backslash (\) character.

To simply check Stored Query you can fill it into the Additional Search Argument field in the Search window. But you must fulfill these rules:
* Select proper base type (Contact, Request, Change...)
* Remove backslash (\) characters
* Change all variables (ie. @cnt.id) with correct values (@cnt is object with logged in user)

== Examples ==
=== Requests, Incidents, Problems, Change Orders & Issues ===
{| style="width:100%;vertical-align:top;"
|-
! style="width:30%;" | Description
! style="width:40%;" | Code
! style="width:30%;" | Notes
|-
| Active
| active = 1
|
|-
| Inactive
| active = 0
|
|-
| Has Assignee
| assignee is not null
|
|-
| No Assignee
| assignee is null
|
|-
| Assignee is the person logged in
| assignee = @cnt.id
|
|-
| Affected End User is the person logged in
| customer = @cnt.id
| Requests, Incidents & Problems only
|-
| Affected End User's Location
| customer.location = U\'A26C98F436C43149A700CC0ED3BA74E5\'
| Requests, Incidents & Problems only
|-
| Affected End User's Site
| customer.location.site = 400001
| Requests, Incidents & Problems only
|-
| Affected End User's Location is the same as the person logged in
| customer.location = @cnt.location
| Requests, Incidents & Problems only
|-
| Affected End User's Site is the same as the person logged in
| customer.location.site = @cnt.location.site
| Requests, Incidents & Problems only
|-
| Affected End User is the person logged in
| customer = @cnt.id
| Requests, Incidents & Problems only
|-
| Attached CO
| (change IS NOT NULL AND change != 0)
| Requests, Incidents & Problems only
|-
| Affected End User is the person logged in
| affected_contact = @cnt.id
| Applies to Change Orders and Issues only
|-
| Affected End User's Location
| affected_contact.location = U\'A26C98F436C43149A700CC0ED3BA74E5\'
| Applies to Change Orders and Issues only
|-
| Affected End User's Site
| affected_contact.location.site = 400001
| Applies to Change Orders and Issues only
|-
| Affected End User's Location is the same as the person logged in
| affected_contact.location = @cnt.location
| Applies to Change Orders and Issues only
|-
| Affected End User's Site is the same as the person logged in
| affected_contact.location.site = @cnt.location.site
| Applies to Change Orders and Issues only
|-
| Requester is the person logged in
| requestor = @cnt.id
| Applies to Change Orders and Issues only
|-
| Callback Today
| call_back_flag=1 AND call_back_date < EndAtTime(\'TODO_TODAY\')
|
|-
| Category or Request/Incident/Problem Area is specific
| category.id = nnnnnn
|
|-
| Group is specific
| group=U\'7D15BCD6D0B7E8468E58EA600E61F484\'
| For pre-r11 releases, just reference the id.
|-
| Member of the Group is the person logged in
| group.group_list.member IN (@cnt.id)
|
|-
| Created by the person logged on
| log_agent = @cnt.id
|
|-
| Priority is 1
| priority = 5
| References the enum value not the sym value.
|-
| Priority is 5
| priority = 1
| References the enum value not the sym value.
|-
| Resolved
| active = 1 and status = \'RE\'
|
|-
| SLA has been violated
| sla_violation = 0
|
|-
| SLA has not been violated
| sla_violation != 0
|
|-
| Created in the past 60 minutes
| open_date > StartAtTime(\'PAST_HOUR\')
|
|-
| Created in the past 24 hours
| open_date > StartAtTime(\'PAST_DAY\')
|
|-
| Created in the past 7 days
| open_date > StartAtTime(\'PAST_WEEK\')
|
|-
| Created in the past 30 days
| open_date > StartAtTime(\'PAST_MONTH\')
|
|-
| Created in the past 365 days
| open_date > StartAtTime(\'PAST_YEAR\')
|
|-
| Created last hour
| open_date > StartAtTime(\'LAST_HOUR\')
|
|-
| Created last month
| open_date > StartAtTime(\'LAST_MONTH\')
|
|-
| Created last year
| open_date > StartAtTime(\'LAST_YEAR\')
|
|-
| Created this hour
| open_date > StartAtTime(\'THIS_HOUR\')
|
|-
| Created this month last year
| open_date > StartAtTime(\'THIS_MONTH_LAST_YEAR\')
|
|-
| Created today
| open_date > StartAtTime(\'TODAY\')
|
|-
| Created today after noon
| open_date > StartAtTime(\'AFTER_NOON\')
|
|-
| Created today before noon
| open_date > StartAtTime(\'BEFORE_NOON\')
|
|-
| Created yesterday
| open_date > StartAtTime(\'YESTERDAY\') AND open_date < EndAtTime(\'YESTERDAY\')
|
|-
| Created yesterday and today
| open_date > StartAtTime(\'YESTERDAY\')
|-
|}

=== Workflow & Issue Workflow ===
{| style="width:100%;"
|-
! style="width:30%;" | Description
! style="width:40%;" | Code
! style="width:30%;" | Notes
|-
| Assignee is logged in person
| assignee = @cnt.id
|
|-
| Assignee is a specific Group
| assignee=U\'7D15BCD6D0B7E8468E58EA600E61F484\'
|
|-
| Logged in person is a member of the Group set as the Assignee
| assignee.[group]group_list.member IN (@cnt.id)
|
|-
| Group is specific
| group=U\'7D15BCD6D0B7E8468E58EA600E61F484\'
|
|-
| Future
| status.allow_task_update = 0 AND status = \'WAIT\'
|
|-
| Waiting
| status = \'WAIT\'
|
|-
| Pending
| status = \'PEND\'
|
|-
| To do today
| status = \'PEND\' AND est_completion_date < EndAtTime(\'TODO_TODAY\')
|
|-
| Cannot be edited
| status.allow_task_update = 0
|
|-
| Is not complete
| status.task_complete = 0
|
|-
| Is not next in the Workflow
| status.do_next_task = 0
|
|-
|}

=== Contacts ===
{| style="width:100%;"
|-
! style="width:30%;" | Description
! style="width:40%;" | Code
! style="width:30%;" | Notes
|-
| All Analysts
| type = 2307
|
|-
| Analyst is available
| available = 1
|
|-
| Analyst is unavailable
| available=0 OR available IS NULL
|
|-
| Contact is active
| delete_flag = 1
|
|-
| Contact is inactive
| delete_flag = 0
|
|-
| Contact's Location is the same as the logged in person's Location
| location = @cnt.location
|
|-
| Members of concrete group
| id.[member]group_list.group IN (U\'0969194BE95B974F9535687570A8E5B1\')
| U\'0969194BE95B974F9535687570A8E5B1\' is an contact_uuid attribute of the group
|-
|}

=== Configuration Items ===

=== Knowledge ===

== See Also ==
[[Scoreboard]]

[[Time-based Stored Queries]]

Stored Queries

2008-10-09T19:20:58Z

Cahenderson: /* Overview */

[[Category:Configuration]]
{{Global Header}}
{{Global Announcement}}

== Overview ==
Stored Queries are used exclusively for the [[Scoreboard]]. Stored Queries have no capabilities or functionality outside of the Scoreboard.

When defining Stored Query you must prefix all single quotation marks (') with backslash (\) character.

To simply check Stored Query you can fill it into the Additional Search Argument field in the Search window. But you must fullfill these rules:
* Select proper base type (Contact, Request, Change...)
* Remove backslash (\) characters
* Change all variables (ie. @cnt.id) with correct values (@cnt is object with logged in user)

== Examples ==
=== Requests, Incidents, Problems, Change Orders & Issues ===
{| style="width:100%;vertical-align:top;"
|-
! style="width:30%;" | Description
! style="width:40%;" | Code
! style="width:30%;" | Notes
|-
| Active
| active = 1
|
|-
| Inactive
| active = 0
|
|-
| Has Assignee
| assignee is not null
|
|-
| No Assignee
| assignee is null
|
|-
| Assignee is the person logged in
| assignee = @cnt.id
|
|-
| Affected End User is the person logged in
| customer = @cnt.id
| Requests, Incidents & Problems only
|-
| Affected End User's Location
| customer.location = U\'A26C98F436C43149A700CC0ED3BA74E5\'
| Requests, Incidents & Problems only
|-
| Affected End User's Site
| customer.location.site = 400001
| Requests, Incidents & Problems only
|-
| Affected End User's Location is the same as the person logged in
| customer.location = @cnt.location
| Requests, Incidents & Problems only
|-
| Affected End User's Site is the same as the person logged in
| customer.location.site = @cnt.location.site
| Requests, Incidents & Problems only
|-
| Affected End User is the person logged in
| customer = @cnt.id
| Requests, Incidents & Problems only
|-
| Attached CO
| (change IS NOT NULL AND change != 0)
| Requests, Incidents & Problems only
|-
| Affected End User is the person logged in
| affected_contact = @cnt.id
| Applies to Change Orders and Issues only
|-
| Affected End User's Location
| affected_contact.location = U\'A26C98F436C43149A700CC0ED3BA74E5\'
| Applies to Change Orders and Issues only
|-
| Affected End User's Site
| affected_contact.location.site = 400001
| Applies to Change Orders and Issues only
|-
| Affected End User's Location is the same as the person logged in
| affected_contact.location = @cnt.location
| Applies to Change Orders and Issues only
|-
| Affected End User's Site is the same as the person logged in
| affected_contact.location.site = @cnt.location.site
| Applies to Change Orders and Issues only
|-
| Requester is the person logged in
| requestor = @cnt.id
| Applies to Change Orders and Issues only
|-
| Callback Today
| call_back_flag=1 AND call_back_date < EndAtTime(\'TODO_TODAY\')
|
|-
| Category or Request/Incident/Problem Area is specific
| category.id = nnnnnn
|
|-
| Group is specific
| group=U\'7D15BCD6D0B7E8468E58EA600E61F484\'
| For pre-r11 releases, just reference the id.
|-
| Member of the Group is the person logged in
| group.group_list.member IN (@cnt.id)
|
|-
| Created by the person logged on
| log_agent = @cnt.id
|
|-
| Priority is 1
| priority = 5
| References the enum value not the sym value.
|-
| Priority is 5
| priority = 1
| References the enum value not the sym value.
|-
| Resolved
| active = 1 and status = \'RE\'
|
|-
| SLA has been violated
| sla_violation = 0
|
|-
| SLA has not been violated
| sla_violation != 0
|
|-
| Created in the past 60 minutes
| open_date > StartAtTime(\'PAST_HOUR\')
|
|-
| Created in the past 24 hours
| open_date > StartAtTime(\'PAST_DAY\')
|
|-
| Created in the past 7 days
| open_date > StartAtTime(\'PAST_WEEK\')
|
|-
| Created in the past 30 days
| open_date > StartAtTime(\'PAST_MONTH\')
|
|-
| Created in the past 365 days
| open_date > StartAtTime(\'PAST_YEAR\')
|
|-
| Created last hour
| open_date > StartAtTime(\'LAST_HOUR\')
|
|-
| Created last month
| open_date > StartAtTime(\'LAST_MONTH\')
|
|-
| Created last year
| open_date > StartAtTime(\'LAST_YEAR\')
|
|-
| Created this hour
| open_date > StartAtTime(\'THIS_HOUR\')
|
|-
| Created this month last year
| open_date > StartAtTime(\'THIS_MONTH_LAST_YEAR\')
|
|-
| Created today
| open_date > StartAtTime(\'TODAY\')
|
|-
| Created today after noon
| open_date > StartAtTime(\'AFTER_NOON\')
|
|-
| Created today before noon
| open_date > StartAtTime(\'BEFORE_NOON\')
|
|-
| Created yesterday
| open_date > StartAtTime(\'YESTERDAY\') AND open_date < EndAtTime(\'YESTERDAY\')
|
|-
| Created yesterday and today
| open_date > StartAtTime(\'YESTERDAY\')
|-
|}

=== Workflow & Issue Workflow ===
{| style="width:100%;"
|-
! style="width:30%;" | Description
! style="width:40%;" | Code
! style="width:30%;" | Notes
|-
| Assignee is logged in person
| assignee = @cnt.id
|
|-
| Assignee is a specific Group
| assignee=U\'7D15BCD6D0B7E8468E58EA600E61F484\'
|
|-
| Logged in person is a member of the Group set as the Assignee
| assignee.[group]group_list.member IN (@cnt.id)
|
|-
| Group is specific
| group=U\'7D15BCD6D0B7E8468E58EA600E61F484\'
|
|-
| Future
| status.allow_task_update = 0 AND status = \'WAIT\'
|
|-
| Waiting
| status = \'WAIT\'
|
|-
| Pending
| status = \'PEND\'
|
|-
| To do today
| status = \'PEND\' AND est_completion_date < EndAtTime(\'TODO_TODAY\')
|
|-
| Cannot be edited
| status.allow_task_update = 0
|
|-
| Is not complete
| status.task_complete = 0
|
|-
| Is not next in the Workflow
| status.do_next_task = 0
|
|-
|}

=== Contacts ===
{| style="width:100%;"
|-
! style="width:30%;" | Description
! style="width:40%;" | Code
! style="width:30%;" | Notes
|-
| All Analysts
| type = 2307
|
|-
| Analyst is available
| available = 1
|
|-
| Analyst is unavailable
| available=0 OR available IS NULL
|
|-
| Contact is active
| delete_flag = 1
|
|-
| Contact is inactive
| delete_flag = 0
|
|-
| Contact's Location is the same as the logged in person's Location
| location = @cnt.location
|
|-
| Members of concrete group
| id.[member]group_list.group IN (U\'0969194BE95B974F9535687570A8E5B1\')
| U\'0969194BE95B974F9535687570A8E5B1\' is an contact_uuid attribute of the group
|-
|}

=== Configuration Items ===

=== Knowledge ===

== See Also ==
[[Scoreboard]]

[[Time-based Stored Queries]]

Simplified Child Creation

2008-05-12T13:16:31Z

Cahenderson: Referenced form names were incorrect (they don't exist as originally listed)

This article contains instructions for expediting the child creation process by using information from the parent ticket.

This customization is known to work in all currently supported releases of Service Desk.

== Step 1. Create the button ==
The first step is to add a "Create a Child" button to the Parent/Child tab.

'''For [[Request|Requests]], [[Incident|Incidents]], and [[Problem|Problems]]:'''<br>
Add the following code to cr_relreq_tab.htmpl for [[Request|Requests]], in_relreq_tab.htmpl for [[Incident|Incidents]], or pr_relreq_tab.htmpl for [[Problem|Problems]].
<source lang="html4strict">
<PDM_IF $args.id != 0>
ImgBtnCreate("makechild", "Create Child",
"create_new('cr',0,0,0,'PRESET=type:$args.type','INITFROM=make_child')",
true, 0,"Create a Child");
</PDM_IF>
</source>

'''For [[Change Order|Change Orders]]:'''<br>
Add the following code to chg_relchg.htmpl.
<source lang="html4strict">
<PDM_IF $args.id != 0>
ImgBtnCreate("makechild", "Create Child",
"create_new('chg',0,0,0,'','INITFROM=make_child')",
true, 0,"Create a Child");
</PDM_IF>
</source>

'''For [[Issue|Issues]]:'''<br>
Add the following code to iss_reliss_tab.htmpl.
<source lang="html4strict">
<PDM_IF $args.id != 0>
ImgBtnCreate("makechild", "Create Child",
"create_new('iss',0,0,0,'','INITFROM=make_child')",
true, 0,"Create a Child");
</PDM_IF>
</source>

For r11.x releases it is recommended that you edit your pages via the [[Web Screen Painter]]. For older releases you must edit the files directly.

== Step 2. Create the form ==
The next step is to add a "make_child" form to the main detail page.

{| border="1" style="width:400px;"
|-
! Ticket Type
! Detail Page File Name
|-
| [[Request]]
| detail_cr.htmpl
|-
| [[Incident]]
| detail_in.htmpl
|-
| [[Problem]]
| detail_pr.htmpl
|-
| [[Change Order]]
| detail_chg.htmpl
|-
| [[Issue]]
| detail_iss.htmpl
|-
|}

The following code provides a few examples of setting name fields, searchable fields, drop-down lists, and free-text fields. Use the examples provided here or add your own. Search the file you are editing for "frm002" and place the make_child form before it.
<source lang="html4strict">
<FORM NAME="make_child">
<INPUT TYPE=hidden NAME=SET.parent VALUE="$args.persistent_id">
<INPUT TYPE=hidden NAME=KEY.parent VALUE="$args.ref_num">
<INPUT TYPE=hidden NAME=SET.customer VALUE="$args.customer">
<INPUT TYPE=hidden NAME=customer_combo_name VALUE="$args.customer.combo_name">
<INPUT TYPE=hidden NAME=SET.category VALUE="$args.category">
<INPUT TYPE=hidden NAME=KEY.category VALUE="$args.category.sym">
<INPUT TYPE=hidden NAME=SET.priority VALUE="$args.priority">
<INPUT TYPE=hidden NAME=SET.description VALUE=<PDM_FMT ESC_STYLE=HTML>"$args.description (created as a child from $args.ref_num)"</PDM_FMT>>
</FORM>
</source>

''Note: For COs only, replace all instances of $args.ref_num with $args.chg_ref_num.''

== Step 3. Clear the web cache ==
The final step is to clear Service Desk's cache. The methods vary depending on release.

<font color="blue">For r11.x releases</font> publish your changes via the [[Web Screen Painter]]. The process of publishing automatically initiates a [[pdm_webcache]].

<font color="blue">For older releases</font> execute [[pdm_webcache]] from a command prompt on the [[Primary Server]]. There is no need to run this command on the [[Secondary Server|Secondary Servers]].

----
<div align='center'><font color="red">To make corrections or additions to this article, select the ''edit'' tab above.<br>
To discuss or ask questions about this article, select the ''discussion'' tab above.</font></div>

[[Category:Customizations]]