any updates guys?
Is Crystal report not suitable?
Can I integrate it with the webdesk portal? I tried to create a crystal report before, but it is only accessible within the console program. If it's possible, kindly provide a tutorial for this. Thanks
Any updates on this? thanks..I'm having trouble on how to add a link in the webdesk portal
I'd raise a support call with your local support team if I were you.
I think the answer would be yes and no.
Yes, if you limit the users privileges thru admin.
No, if they are an analyst or admin.
Another option would be to not launch the window when double clicking on the query results.
However, you'd still need to limit privileges becasue they'd have access thru the action shortcut.
@dave medland-slate: I already raised this issue with our vendor 2 weeks ago, but I haven't received any feedback from them.
@Brian Kamps: The list will be available to analyst user. The only problem is, I don't know if it possible to integrated the crystal report to the webdesk portal
I see - depending on the area you are in, other vendors might be able to help. I was just wanting to make sure you knew that responses via this community have no formal response times. but I guess you do.
As an FYI 7.4 allows crystal reports to be run from WebAccess (if that might help)
More usefully (!) I think Brians idea is standard practise. You limit the actions people have on the portal to just be able to read by managing the role for end users. They can then open up the form with the details, take a look and that's about it. All you have to do is that make sure everyone who wants to look is registered in LANDesk so they can only see their own incidents.
I think we're using 7.3.
the reason why I'm creating a inquiry is for the analyst to know the current status of the request even after they progress/move it to another stage. Currently, analyst users can only view the tickets/request that were assigned to them.
I'm looking right now at the source code of the webdesk. I dunno where to manually add a hyperlink here.
Hang on a sec. I'm confused on the requirements. Are you talking about analysts looking at their queries and only being able to see certain incidents? If so, you can write them some different queries or a search based query in LDSD and they can see whichever processes you want them too. Or do you mean end users looking at incidents? Same answer really, but end users should only really see their own processes - ones they have logged.
Can you help clear that up? I wouldn't think you'd need to modify the source to do what you need, but the devil will be in the detail!
Sorry if i made it confusing.
Let me explain first our setup. Basically, End-user used the service portal to logged their requests and also view it's corresponding status. While Analyst used webdesk protal to access the logged requests assigned to them. Analyst may also log request through this portal.
Our Analyst users are having trouble monitoring the requests which were previosly assigned to them. Since the access given to analyst are the current assigned tickets.
To avoid this, I want to have a query list with a read-only access in the webdesk portal.Let say, I have a query All Incident. if they click on the specfic request, they may be able to view the request details but the actions are disabled, since some of the requests are not assignd to him/her.
So I ended up creating a report in crystal reports since the report is a bit complex too which cannot accomodate by a simple query.
Got it. OK I don't think you can do that directly within the product without making some changes. At the moment if someone can find an process using a query, they have access to any of the actions they normally would have. Now what you could do is put in a pre-condition before each action that is enabled ONLY if the current user is the current assigned analyst. That way, even though the person has access to the process, the normal action will be blocked.
You might have to think through the consequences of this sort of work as it would mean the incident was effectively locked into the current assigned analyst until it was reassigned, but that might be exactly the way you want to work.
If possible I'd recommend getting access to someone with a decent amount of process design experience to work through any of the messy detail.
Thanks dave . I'm still waiting for the support team to assist us on this. So while waiting for them, I created the reports in crystal since it's an urgent requirements. So I let the analyst user to bookmark the url of the reports. Is there a way that I could insert a hyperlink webdesk portal?
Sure thing. In 7.4 webdesk right hand click in the shortcut group you mwant to add it to and use Create URL Shortcut. Glad you've got something in place