How do I filter on REQs to show REQs with no requested items in the related list at the bottom?

[chrisperry]

I am trying to run a filter on the task table for 'My Groups Work' to show any incidents, CATTSKs, changes, etc. that a group needs to actually take action on / fulfill.   Part of the requirement is to show REQs which have not yet been transferred to an incident (easy enough, Transferred to = empty), or that have no requested items associated with them (that is the tricky part).

I can't figure out how to remove the REQs that DO have an RITM associated with them in the related list... it is kind of tricky since the RITMs are shown as a related list at the bottom of the REQ and therefore we cannot access info about those tickets from the REQ itself.

In Fuji, we had a solution where the filter was the REQ's price = empty, because the REQ's price was set to $0.00 whenever an RITM was actually added to the REQ.   However, this filter was broken when we upgraded to Helsinki, as it appears that Helsinki now lists all empty REQ prices = $0.00, regardless of whether an RITM has been added or not.

Any help would be much appreciated, thanks!

[jatin12]

Hi Raymond,

You are right on saying that assignment group field is present on the request table since its inherited from Task. However, the way we have configured Interaction module (on sc_request table) is that the Customer calls the CSC for support. A user from CSC click on "Create New" module to create a new Interaction (on sc_request table) which is usually assigned to CSC itself and then determine if its a Service Request or a Break/Fix. In case its a Break/Case we have a provision to create an Incident from that Interaction, or in other case if its a Service Request, we use the OOB ui action "Add New Item" to add an RITM to that Interaction.

This Interaction module is totally separate from Service Catalog where end users order an item. When a request is created from Service Catalog, those requests do not have an assignment group and are not assigned to anyone, just the Catalog Tasks created from that request does.

I hope this clarifies the confusion.

[randrews]

ok so what y ou have done is to manually create snows new call module.. that will work and makes for some difficulty....

as far as your initial requirement I think you are "Slicing that cake wrong" what i would do is build a reference to active records where the assignment group is empty.. this should give you all the ones that were created from that module... if i understand your process correctly.. we use a similiar procedure for "Non-Catalog" requests.

for Us these are requests.. that don't happen often enough to require a catalog item.

[Jake Gillespie · Accepted solution]

I know this is an old post but it came up in my inbox today.

This can be solved without custom fields or scripting by using the Related List Condition feature.

Just run the query against the Request [sc_request] table and then select Quantity = 0 (None) under the Related List Conditions.