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!

[randrews]

we need a little more information to help here..

you say you make a request whenever someone contacts the SD about a non incident call... are those reqeusts assigned to someone or are they left unassigned??

what we did was create a view for those items.. and give we assign them to people and groups.. now to find just the "non catalog requests" we can sort the request table by those were   the assignment group is not empty.

you cant' really search for children from a parent table.. what you could do would be to get a list of all items that shows the request.. then export it.. <this might be to many records to do in one export> and do a remove duplicates on the request... this gives you a list of all of the catalog requests.. then export all requests into a seperate page of the workbook/table.. and find the requests that are not on the item list.

[chrisperry]

Hi Raymond,

The REQs are opened for ALL instances when a customer contacts the support desk, regardless of if it is for an incident or a catalog request.   The majority of the REQs are automatically assigned to the support desk assignment group, and the thinking there is that it would be preferable to have the support desk determine whether the customer's interaction should be moved to an incident ticket or a catalog item rather than having the customer decide for themselves...as customers tend to report things as broken the majority of the time even though they might need something as simple as assistance with setting up a printer.

[randrews]

a normal catalog request doesn't have an assignment group field on the form... and it is blank.. so unless you have customized the catalog requests... then you SHOULD be able to sort by if the assignment group field is blank...

if you HAVE customized the form to add an assignment group you are going to need to customize the request from with a flag to find these.. and run a background script to populate it... and a br to maintain it.

[chrisperry]

When you say the catalog request table doesn't have an assignment group field on the form, are you referring to the sc_request table?   If so, we have done a fairly decent amount of customization on that table but it appears that assignment_group is an OOB field on that table (there is no u_ in front of the field, therefore leading me to believe it was not added by us)

[randrews]

the assignment group field is on the table.. since it is on task.. however OOB behavior is that catalog requests don't have the assignment group field on the form at all and are never assigned to anyone.. same thing with requested items.. only the tasks are assigned... if this is NOT true in your organization.. the easiest path might be to examine that behavior..

why are you assigning catalog requests and items with workflows to a group.. what do they do with them?? they should ONLY be working the tasks...

if this is true you could experiment with setting up your catalog requests so they no longer have an assignment group/assigned to field.. and a background script to clear the assignment group on existing catalog requests.