Multiple Incidents visible in My Requsts

[jbasa]

How can I have one My Request page list for 5 different departments' Incidents?

So I have 5 groups each with their table. for example we have IT using INC#######, Account AR using AR#######, AP with AP#######, and two other groups

I want a caller to go to one My Request page see active across those incident tables and then change to closed or watched ones as well.  Of course, searchable would be nice.

Can it be done?

[jbasa]

@James Chun  Is it weird?  Different departments, different roles/groups and uses.  They extended the incident table which was probably not a good idea. What should I have done to alleviate this and make this easier to manage?

[James Chun]

Hi @jbasa,

What was the reasoning behind extending the incident tables for all the different departments?

If you had a valid business case, I wouldn't say it's bad but it is still not a scalable solution. For example, you can't keep extending the table if your org decides to create more departments.

[jbasa]

@James Chun  So I should have done task, correct?

I am not a dev. Sorry.  I thought it was the best possible solution to use what is part of the INcident table, and I brought in each group, so each group had a unique id, ( INC#######, AP#######, etc.)  We also use Yansa Simple Separation to hide the records as well.

If I go back to extend task table to recreate them I think I can easily export and import that data.

[James Chun]

Hey @jbasa,

No worries, I believe 'Yansa Simple Separation' is a custom application from the Store? I can't comment on it because I haven't seen it before.

Going back to the original question, I would have suggested using only the Incident table and not creating additional tables. If you decide to extend a table and want to follow the OOB Incident process/capabilities, you will need to update A LOT of components. Not just the 'my request' page, but notifications, mobile view, and so much more. This will not be a scalable solution as you will need to manage all these custom components. 

If you can provide the reason for extending these tables (e.g. security reason), I can help with providing other solutions.

Cheers

[jbasa]

@James Chun  If I go back to using the Incident table how can I have a unique number for each group? That was something they wanted. So Account payable is AP####### and so on. For my request page I did what is not great an dbusy but it works for staff for some reason, shown below in image

However, I can use Yans Simple Sep and hide work by the group.  You are right i recreated notifications for each table and have that done now.  So I can reverse it all suppose.  it would be just as much work it sounds like now, so is it worth backtracking at this point for the ones I have already done?