I don't think there is a relationship that allows you to see this directly. However if you are using assignment as the way someone owns the incident, how about using current assignment group and current assignment analyst? There are standard calculations available which let you paint these attributes on the incident window?
If you're using call locking, I can write an oracle script that will tell you which incidents are in the lock table - but I don't know if you can get that info into LANDesk.
Having such a thing on the dashboard would also depend on how often the query is refreshed, as calls could be opened or closed and won't show up until the query is refreshed.
Nice idea though!
Thanks both for your replies. We used to work in the way you're suggesting Dave but the ServiceDesk changed their working practices, so no one takes ownership at this initial stage, the incidents are categorised\responded to by one person in the team then left for someone else to take ownership and actually deal with it. Linking the query into the locking table somehow would be ideal but I can't see anyway of doing it.
I've been having a think about this and unfortunately I can't think of a way to accomplish this either. There is no direct relationship between the locked records and the locks themselves so without changes to the product it isn't going to be possible to show the lock status of a record on a query.
its worth an ER though!
I'd vote for that!
You could create a view on the database to display all locked records. An example below-
CREATE VIEW vw_LockedItems AS
select tps_user.tps_title as "User", pm_process.pm_id as "Reference Number", md_class_type.md_title as "Class Type",
tps_lock_item.tps_guid AS "Lock Item Guid"
JOIN tps_user ON tps_lock_item.tps_user_guid=tps_user.tps_guid
JOIN pm_process ON pm_process.pm_guid=tps_lock_item.tps_object_guid
JOIN md_class_type ON md_class_type.md_guid=tps_lock_item.tps_class_type_guid
Would allow you to put a query on a dashboard like the one in the attached screenshot. It's probably not ideal but it at least shows you what is locked and by who.
Screenshot.png 101.7 K