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![[Post New]](/Sysforums/templates/default/images/icon_minipost_new.gif) 12/06/2008 07:44:59
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wallerkr
Super SysAider
Joined: 11/06/2008
Messages: 60
Location: Wilmington, NC USA
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I have added specific status keys to cover situations such as "Awaiting response from vendor", "Pending UPS return", etc. Currently I have to select each status to see what requests are opened under each status. OPEN or ACTIVE do not show the other "open" statuses (there are 3 classes - OPEN, CLOSED, and DELETE/IGNORED).
I would like to be able to show all non-closed requests on one screen
This message was edited 1 time. Last update was at 23/06/2008 04:46:36
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12/06/2008 15:19:38
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MilanT
SysAider
Joined: 11/06/2008
Messages: 15
Location: Ptuj, Slovenia
Offline
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I have same problem. I think it is a bug, because you can state type of status in preferences as open, closed, ....
To get all open requests I edited display list, in ${list.status.caption} under ${list.active} set Filter expression to "status in (1,2,3,5,8,9,11)". Numbers are key values. Look in preferences.
Milan
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16/06/2008 10:40:17
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Danger
SysAider
Joined: 16/06/2008
Messages: 3
Offline
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Same problem, and I have no solution
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17/06/2008 21:14:43
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CliGil
Super SysAider
Joined: 17/06/2008
Messages: 64
Location: Michigan USA
Offline
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I did the same thing - I edited the filter so it will display the "active" SR.
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17/06/2008 21:36:03
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Obelix
SysAid Wiz
Joined: 12/06/2008
Messages: 903
Offline
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That setting is specifically for one view.
Did you save it and save it to the "correct" view ?
Cause it works for me...
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19/06/2008 07:55:52
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Obelix
SysAid Wiz
Joined: 12/06/2008
Messages: 903
Offline
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Correction.
I too experience this with newly created view.... this is definitely a bug.
This message was edited 1 time. Last update was at 19/06/2008 07:56:15
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08/07/2008 10:03:29
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Inkaholic
Elite SysAider
Joined: 11/06/2008
Messages: 131
Location: Buffalo NY, USA
Offline
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I would like to see this as well.
We generally use the Matrix View to see the number of non-closed requests. Granted, it gives no details of the request, but will at least show you how many or in each category. This way, you do not "forget" about requests that may be awaiting response or other status's that are not Open.
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Ed-
Buffalo NY |
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09/07/2008 03:38:10
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Haim
SysAid Wiz
Joined: 15/04/2008
Messages: 2449
Offline
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Hello everyone.
I'm not sure why this issue is happening.
Can someone please tell us exactly what you are doing to add additional fields to the "active"? screenshots will be very helpful as well in identifying the issue.
BTW, i'm moving this topic to the SysAid forum, as this is not a feature request.
Best regards
Haim
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Pushing IT forward |
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10/08/2008 09:55:49
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Harold.Ballinger
Elite SysAider
Joined: 16/06/2008
Messages: 134
Offline
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The problem for me is that I have modified my "Active" filter in the views within the helpdesk -- this is no biggie.
The problem really comes in when I try to use the "Active" selection in reports, escalation rules, etc. because it makes the assumption that the default that Ilient has set of 1,2,3,4,whatever -- which is not correct after customization of your statuses. Since many of the "canned reports" have the "Active" selection as a filter or are built around the "Active" filter, I would love to see the filter "definitions" be a constant across multiple views/sections within the helpdesk.
Right now, if I modify a filter, I have to modify this filter definition in every view that is used, then design a custom report with this new filter definition vs using the canned reports, and I can't make any changes or use an expression builder for filtering escalation rules, etc.
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02/02/2009 17:31:45
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techguy
SysAid Mod
Joined: 11/06/2008
Messages: 1506
Location: England
Offline
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In case you did not pick up on this at the time, this issue has now been improved by the use of filtering by class, see this thread for the full explanation http://www.ilient.com/Sysforums/posts/list/973.page#4323
infact Sarah brought it to my attention here :- http://www.ilient.com/Sysforums/posts/list/521.page#2434
This message was edited 1 time. Last update was at 02/02/2009 17:58:50
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