6 Replies Latest reply on Jul 18, 2017 2:22 AM by andreas.lindner

How to Show Related Incident ID for a Task in Dashboard Query

dunnsu Apr 22, 2016 7:51 AM

Hello -

I'm trying to produce a query that will show both the incident task ID (which is always 0) and the related parent incident ID. I know this should be built on the Process module. My team's queue in the dashboard just shows the ticket ID # 0 for all of their tasks and they are having a hard time distinguishing between them.

I imagine others would have encountered the same issue, but I haven't seen anything that definitively answers the question. Any assistance is greatly appreciated.

Thanks!

1. Re: How to Show Related Incident ID for a Task in Dashboard Query

elizabethcombrink Apr 22, 2016 8:20 AM (in response to dunnsu)

Hi, could you check if the Process Ref attribute is populated on your tasks? This typically is in the format of I:xxx - T:yyy which sounds like what you want.

If your Process Ref field is blank, search on the community for how to populate Process Ref or get in contact with support who can supply the necessary instructions
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2. Re: How to Show Related Incident ID for a Task in Dashboard Query

dunnsu Apr 25, 2016 7:07 AM (in response to elizabethcombrink)

Thanks. The Process Ref attribute has no calculation on it. I searched the forum and added the calculation but it still did not produce results. I'm going to open a support ticket to see if I can get somewhere.
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3. Re: How to Show Related Incident ID for a Task in Dashboard Query

Iwan.Yudhistira Jul 13, 2017 12:53 AM (in response to dunnsu)

hi dunnsu,

any idea to resolve this?

regards
Iwan
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4. Re: How to Show Related Incident ID for a Task in Dashboard Query

dunnsu Jul 13, 2017 7:01 AM (in response to Iwan.Yudhistira)

No, unfortunately this was never solved.
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5. Re: How to Show Related Incident ID for a Task in Dashboard Query

Iwan.Yudhistira Jul 17, 2017 10:38 PM (in response to dunnsu)

Hi Dunnsu,

thank you for your reply, i hope this issue will be fix.

regards
iwan
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6. Re: How to Show Related Incident ID for a Task in Dashboard Query

andreas.lindner Jul 18, 2017 2:22 AM (in response to Iwan.Yudhistira)

Hi,

in release 2016.3 the "Extended ID" has been introduces. It offers you the opportunity to set an extended process ID that can look like "I:12345 - T: 5". That means it is task number 5 in Incident 12345. You can actually configure how the Service Desk will make up the ID and you can simply put the extended ID in any query you want. So my suggestion is upgrade to 2016.3 or later.

Regards
Andreas
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