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CA service desk manager - Additional Search Arguments

  • 1.  CA service desk manager - Additional Search Arguments

    Posted May 14, 2018 04:51 PM
      |   view attached

    Hi Experts, 

     

    Here is my problem! Thanks in advance !

     

    Requirement - I do have multiple groups ( say -G1, G2, G3... G10) and I want to see open incident belongs to G1, G2 and G5. Here 'open' status means - either Open / Hold / In process / Reopened.

    Multiple testing cases

    Additional Search Arguments

    Is it showing correct results ?

    Results explanation

    (group.last_name = 'AC Asset D2R War Room' OR group.last_name = 'AC Complex Customer War Room')

    Yes

    Showing all incident belong to these groups

    ((  group.last_name = 'AC Asset D2R War Room' OR group.last_name = 'AC Complex Customer War Room') AND (status = 'Reopened' OR  status = 'Open' OR status = 'Hold' ))

    No

    Showing only tickets with ‘Hold’ status

    (status = 'Reopened')

    No

    Not showing any results

    (status != 'Reopened')

    Yes

    Showing all tickets where status is not  ‘Reopened’

     

     

     

     

     

     

     

    Summary

    • Group condition is working as expected but the status condition is not working.

    FYI - Status value is pulled from cr_stat. code and cr_stat. SYM as either Open / Hold / In process / Reopened.

     

    So how to write the syntax for ‘Additional Search Arguments’ for this status condition?

    Attachment(s)

    docx
    CA issue. docx.docx   141 KB 1 version


  • 2.  Re: CA service desk manager - Additional Search Arguments

    Posted May 15, 2018 08:43 AM

    The status attribute is not the full name of the Status, but the code behind it - Open has code OP, Resolved is RE, etc. So your query should be like status = 'OP' or status = 'RE' or status = 'HOLD'.

    As a recommendation, use IN instead of OR, it's more query/performance friendly:

    group.last_name in ('VAL1', 'VAL2') and status in ('OP', 'RE', 'HOLD')