Best way to get On Hold Incidents to show in report based on Task table?

[bostonsnow]

Hello all,

I opened a ticket w/SNOW support and they offered 2 options, the first one is what the business wants but is not recommended by SNOW.

1. One solution would be to change the value of the choice to a number that is not being used but that is not recommended because it would affect anything (business rules, ui actions, etc) that rely on this value.

2. Create separate reports for Incident and Requests.

Has anyone implemented #1? Which bus rules, ui actions, etc.. need to be adjusted to get this to work?

I've been told this is the OOB configuration which surprises me as when managing client tickets, I think most people would want to see all records in a single filter/report.

Any advice is greatly appreciated.

Thanks!

Mike

[Jaspal Singh]

I agree Michael but if this was thought before & all choices would have had different values then this would not have been an issue.

[bostonsnow]

From what SNOW Support said this is not something that was self-inflicted, they said this was OOB.

[Goran WitchDoc · Accepted solution]

Well, it's a bit of a mess. But I think we can make up what you want. Which are the filters on each change/incident. etc. you want for the list?

Example... the filter doesn't really care about the label like onHold etc. it's the value behind.. and onHold has the same value as Closed Complete.. which leaves us to for example make a filter like this, showing all active incident with state "onHold". As you can see it shows "=3" in the search field below "state". not "=Closed complete" which it says in my filter.

[bostonsnow]

I like it! Thank you for this Goran, it looks like this might do this trick. I'll test this in the AM and circle back with the results.

[bostonsnow]

Thank you Goran! Your suggestion worked like a charm!