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http://www.servicedeskusers.com/List_Tickets_ORDER_BY_Group

Blog Post created by TMACUL Champion on Jan 5, 2016

List Tickets ORDER BY Group

 

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Overview

This article will help you sort your Incident, Change Order and Request List in Scoreboard.

Procedures

Step 1 : Create the script

A script is created as an .mod file and placed in the NX_ROOT/site/mods/majic directory. When the Service Desk service starts, the contents of the majic directory are processed and cached. You can use any naming scheme you like for your .spl file, but it is recommended that the file be preceded with a 'z' for easy identification as a custom file (eg zMyCompany.spl, zcr_scripts.spl, zMyScripts.spl).

Below is the mod file for Change Orders - I have named it to be zchgsort.mod MODIFY FACTORY chg { STANDARD_LISTS {

 SORT_BY "group.last_name, chg_ref_num, status, open_date, priority"; 

}; };

Below is the mod file for Incidents - I have named it to be zinsort.mod MODIFY FACTORY cr { STANDARD_LISTS {

 SORT_BY "group.last_name, ref_num, status, open_date, priority"; 

}; };

Step 2 : Edit the list_chg.htmpl file for Change Order and list_cr.htmpl for Incidents

1) Search for the following text in your list_chg.htmpl file

<pdm_macro name=lsStart> <pdm_macro name=lsWrite text="pdm_if \"@{list.sla_violation:0}\" != '0'">

2) Just above the <pdm_macro name=lsStart> define the following var ref_num_style;

3) Now, Edit the pdm_macro column for Group to the following <pdm_macro name=lsCol hdr="Group" attr=group link=yes>

Below is the customization to the list_cr.htmpl file

1) Search for the following in your list_cr.htmpl file <PDM_MACRO NAME=lsStart>

2) Just above the <pdm_macro name=lsStart> define the following var ref_num_style;

3) Now, Edit the pdm_macro column for Group to the following <PDM_MACRO NAME=lsCol hdr=Group/Parent attr=group link=yes>

Step 3: Save Files and perform the following

1) Run the pdm_webcache from the command prompt 2) Stop and Start the Unicenter Service Desk Services. 3) Look at your Analyst Login and expand the "All" scoreboard value under Incidents and Change Order to see if your tickets are sorted as per the Group 4) Note : You first need to add the column "Group" if you did not have it earlier.

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