CA Service Management

Dear all,

I would like to sort the RFCs in some queues by the date those arrived in that queue. Is this possible somehow?

Can "additional search arguments" use something in order to have this kind of sorting ?

Are there any work around in order to have this ?

I do not have administrator rights to perform any modifications.

Thank you so much!

Regards,

Radu

You could perform a customization to the list_chg.htmpl form to add a list column for the Open Date. For example in the code find:

<PDM_MACRO name=lsCol hdr="Status" attr=status>
<PDM_MACRO name=lsCol hdr="Assigned To" attr=assignee>

Modifiy to look like:

<PDM_MACRO name=lsCol hdr="Status" attr=status>
<PDM_MACRO name=lsCol hdr="Opened" attr=open_date>
<PDM_MACRO name=lsCol hdr="Assigned To" attr=assignee>

(You can change the wording of "Opened" to whatever suits your needs)

Once published a user would be able to sort the order based on Open Date.

Based on the question you asked I'd assume that there are times when a ticket comes into a queue that may be different than the open date. That would be a bit more complicated, because there isn't a field, out of the box at least, that logs the time when a ticket comes into a particular queue. The activity log would log when the transfer occurred, but you wouldn't likely be able to do an additional search argument based on an external table's information. It may be possible to accomplish this scenario, but I'm not sure what would be involved.

I think you could do this by:

1. Creating a custom date field on the ticket object.
2. Writing some SPEL code to set the custom date to now() and invoke when the ticket is created and when the group (transfer activity) has changed.

Thank so much for your answers.

Does anyone have any idea about that SPEL codes ?