CA Service Management

We have created automated reports that go out to group and organization managers reporting what tickets still require action to be taken.  We are trying to create a hyperlink we can include with the emails to direct the user to a search page within Service Desk that will display any of these tickets so they can review them quickly.

We already have scoreboards in place that display these results so maybe there is a way to leverage that instead of trying to push a bunch into a URL?

Richard, maybe you looked for something like

http://sdm-server:8080/CAisd/pdmweb.exe?OP=SEARCH+FACTORY=cr+QBE.EQ.status.id=5200+QBE.EQ.group.id=7A44B1F7D6F9764F… 

where 5200 is the id for status=open and 7A44B1F7D6F9764F8B0587D1C656F680 is the id for a group

Thanks _Chi

Is a group and status specific URL the only way to make this work?  We have about eight different statuses that incidents can be in and still require some form of action to be taken on them.  Would we be able to list all of them or possibly put something that would pull all but the cancelled and closed tickets?

in that case, instead of using QBE.EQ you can try QBE.NE for not equal

So do we have to reference a specific group or can we leave that to Service Desk to pick up from the user logging in?

Also, for the 'not equal' statement, can we list a few different statuses within the URL?

if you have DP says that the user can only view tickets of his group(s), then yes you can omit the group part.

I think you can use +QBE.NE.status.id=xxxx+QBE.NE.status.id=yyyy to specify multiple ones(not tested here yet and you can give it a try)

Thank you very much Chi!  I modified our URL to the following and it kind of worked.

https://servicedesk-test/CAisd/pdmweb.exe?OP=SEARCH+FACTORY=cr+QBE.EQ.status.id=5200

It cuts out the navigation tabs for the users and includes both incidents and requests. But I modified the 'cr' to

 'in' and it did display only open incidents so that might work.  I will modify and test it with a few users and let you know the results.

Thank you again for your fast and thorough response.

One of the best place to learn how to leverage web operations is by looking at HTMPL page in the TAB sections. 

As an example, in detail_cnt when you display the list of group a contact is a member of :

<PDM_MACRO name=tab title="Groupes" height=300 id=cnt_grp src="OP=SEARCH+FACTORY=cnt+QBE.EQ.member_list.member.id=$dob.id+KEEP.type.id=2308+KEEP.forCntToGrp=1+KEEP.CNT_PERSID=$args.persistent_id+KEEP.CNT_ID=$args.id">

By looking at this you can create an URL to get all the ticket for wich a user is a member :

?OP=SEARCH+FACTORY=cr+QBE.EQ.group.member_list.member.userid=myUserID

And an URL to get all the Resolved ticket that belong to a group in wich a contact is a member 

?OP=SEARCH+FACTORY=cr+QBE.EQ.group.member_list.member.userid=myUserID+QBE.EQ.status=RE

Hope this helps.

RichFTB .........

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