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

bostonsnow · ‎09-06-2017

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

Goran WitchDoc · ‎09-07-2017

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.

View solution in original post

Goran WitchDoc · ‎09-11-2017

Ahh nice, if possible, just make my answer as correct so this thread can go to the "answered" que instead of being in the unanswered 😃

bostonsnow · ‎09-11-2017

I tried doing this earlier but for some reason there is no "Correct Answer" button on any of the replies on this thread. Any ideas? I see the button on my other posts.

Goran WitchDoc · ‎09-11-2017

Hmm... no idea dan.bruhn, can you help out here?

Dan Bruhn · ‎09-11-2017

When this discussion was created it wasn't marked as a "question" If that is the case the "correct answer" option won't appear. I've gone ahead and changed the status to a "question". It should now show the correct answer button.

Thanks,

Goran WitchDoc · ‎09-12-2017

Ahhh.. Feel free now bostonsnow