2 Replies Latest reply on Feb 15, 2018 12:54 AM by MotazAlqaissi

    Query "In Repair" Statues Based on Resolved Incidents

    Pitmac1 Apprentice

      Hey ServiceDesk Pals,



      How would you go about querying all resolved incidents and only selecting the records that have been in a "In Repair, pending rebuild, etc" statuses?


      For Example: Incident that went into an "In Repair" status and is now resolved, how would I pull this record?


      I know this is an odd question considering if I had an attribute to determine the Clock and whether these incidents stopped the clock or continued the clock (at those statuses). I wouldn't be asking y'all this. 

        • 1. Re: Query "In Repair" Statues Based on Resolved Incidents
          Julian Wigman ITSMMVPGroup



          As far as I am concerned, this is an “age-old” conundrum in reporting circles on ServiceDesk as it has always been difficult to test not only the scenario you mention, but also what was the status at a particular point in time ad is always needed on reports.


          What I did in of MarXtar customer OOTB was create a new Business Object called ”Status Audit” (think that is the name from memory) under the “Process Management” module  and then I have a trigger set to automatically add an entry to this table whenever a lifecycle changes status.  I did via a trigger so it would be transparent to any of the processes. It basically captures from and to statuses, who actioned and on what date. I think it also joins back to the process table I think so you can test on this in Query criteria.


          You could do something similar with automatic actions in your process such that whenever it entered a new status it does so via you action to add an entry to your status audit collection.


          Either way though you couldnt easily back-fill history so it would have to be forward looking.



          MarXtar Ltd

          • 2. Re: Query "In Repair" Statues Based on Resolved Incidents
            MotazAlqaissi ITSMMVPGroup

            I thought of the same exact scenario as yours when I first saw the question. In the back of my mind I was like *What about the existing records that have been created*. So yeah this solution is a good one in case it was implemented initially. or at least if they could implement now they can use it later on in the future.