Service Desk 7.4 and up to current version.
If I'm creating a query on process, how can I show attributes and dropdowns that are at Incident, Problem, Change and Request levels.
As an Example the following could be created in a query to show Response Level and Minutes to breach on an Incident and Request, whereby we undertakecting two separate items of works to bring together in a query, the first being to create a Calculation under the Process Object to view minutes remaining before the Incident and Request tickets Breach, then to create a copy rule for Response Level, where the Response level is copied from both Incident and Request from those Objects to an new attribute created under Process to query on.
Additionally: We can create copy rules on other attributes also, as well as the above Example.
Note: To implement this we will need to make changes in the following areas.
- Object Designer (To create a new attributes for our Calculation and an Attribute for the Copy Rule)
- Window Manager (To modify both Incident and Request Windows and apply a Copy rule)
- Query Designer (To create our new Query)
Step 1 – Calculation for Minutes to Breach
Please Refer to the below community Article
Object Designer - Create a New Attribute for our Copy Rule and to query.
1. Within Object Designer, Navigate down to Process Management, then double click Process.
2. Create a New Attribute and name this “Applied Response Level” and set the following.
Data Type = String
Max.Length = Make this viable depending on how many Characters are used to name your Response Level.
Navigate to Window Manager and perform the following in your Incident and Request Windows.
1. Modify the Windows, by adding our new attribute ““Applied Response Level”
2. Highlight Response level on the Window, go to properties (the icon with a question Mark on), under Configurable properties, set Copy Related to be True.
4. Double click on Window Manager and from with Actions click on “All Copy Rules”
5. From the tree, Expand Module/ Incident Management/ Incident, Right Click and select new.
6. Copy the below screenshot (Please ensure you repeat this for Request also)
7. Note: This attribute does not need to be seen on the Window, it’s just required for a Value to be populated, and therefore you can hide this attribute from within the Properties by setting Show on Window to be False.
Query – Create a query to show the Reference Number, title of the Lifecycle i.e., Incident, Response Level and Breach time.
1. From within Designers, create a New Query from Query and Response Designer.
2. Base your Query on the below
Module = Process Management
Business Object = Process
3. From the attributes list, drag in the following, plus any other attributes you may wish to use
- Lifecycle.Title (Expand Lifecycle, locate title and drag in)
- Id (This attribute will be the reference Number, you can rename this by right clicking the column, select properties and put a name is the Column Heading, you will see the change in the query itself)
- Applied Response Level
- Process Breach Time.
4. In Criteria, drag in Lifecycle.Title
5. A Window will appear, under Condition, select “Is One Of”
6. In the Value field, type in the name of your life cycles, i.e., Generic Service Request, make use of the Verify button to confirm it’s a recognized Lifecycle then click on Add, repeat this for Incident.
7. Press OK and Save the Query.
You can now use the query to show on your system or personal Dashboard if desired.