CA Service Management

Hi Team

One of our units that makes use of service desk wanted to spool their report and we realized it does not capture closed time just open time from Service Desk application and the issue is that it does not contain closed time just open time.

How can we get Closed Time as well in report.?

Please guide

Is this a OOTB report or a WEBI report you created yourself? Would help if you were to give us a sample, perhaps a screen print...

Kind Regards,

Brian

hi Brian

attached is a sample report exported from service desk application.

Your screen print looks like an export of items directly from ServiceDesk list form. Is my assumption correct or am I missing something here?

yes correct. directly exported by sd application. you can see there is no close date column. i want close date in the report so when i export it will be available .

can you please help on it brian?

Hi Aamir,

See a similar post here: export a field of table "Lista de eventos"

In your case, the code would look something like:

<PDM_MACRO name=lsCol hdr="Close Date" attr=close_date export=yes fmtfunc=fmtDetails sort=no>

Kind Regards,

Brian

hello brian.

Thanks for the support.can you please also mention in which file do i find this particular code . please name it.

many thanks

Hello Brian

Can you please respond.

i believe i need to modify list_in.htmpl file as im exporting report from  servicedesk-->incident--->export

but i dont find the code told me to modify in list_in.htmpl file

<PDM_MACRO name=lsCol hdr="Close Date" attr=close_date export=yes fmtfunc=fmtDetails sort=no>

Hi Aamir,

You are on the right path, considering you are exporting the incident list. The line I'm referring to needs to be added to the form as it is not there by default. Have a look at the form in WSP and mimic one of the existing similar fields that is already being exported. It is not that difficult

Kind Regards,

Brian

Hello Brian

I have added tht line code but still changes is not reflected even after webcache command. Also the page got some extra fields visible now.see below.

Once again have a look the form in WSP or with any text editor, you will notice there is more than one place where the field needs to be added. Follow the exact format as per some of the fields that are already being exported.

Hi La-Qa,

Please make sure before making any changes to the webpages make a backup copy and then try to customize the pages. As Brian mentioned, try to  find the below code in incident/request list pages and if you don't find try to insert the same code in  both of your primary and secondary server.Before that, open WSP and check whether these pages  already contain changes and ready to update when published.So that you can avoid un-necessary fields/alignment issues.

<PDM_MACRO name=lsCol hdr="Close Date" attr=close_date export=yes fmtfunc=fmtDetails sort=no>

Regards,

Mohan