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![[Post New]](/Sysforums/templates/default/images/icon_minipost_new.gif) 01/08/2011 07:37:09
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UberDoug
SysAider
Joined: 13/07/2011
Messages: 3
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Help Desk: Creating new views
I need to create views for common ways of looking at SRs - nothing too fancy, just "All New SRs", "All open SR", "All open Rs assigned to me" etc.
I tried to do this using a custom view; if I click "add filter" I get a long (unsorted!) list of fields that doesn't include status.
If I put "status=new" into the "static filter" section of the view then when I return to the SR list it's missing the entire main section; I have the main site header & left nav bar, but no list of SRs (not even the "Help Desk -> List" breadcrumbs". If anyone else tries to select the view they have the same issue. The only way I can fix this is remove teh view from the DB ("DELETE FROM list_view WHERE list_view_name='NEW'") and restart SysAid.
Am I going about my goal in completely the wrong way? What I'm after seems so simple I feel I must be overlooking it somewhere.
How the heck does the customize view design work? Not only is it confusing but to have it accept input that breaks SysAid worries me.
v8.0.07 Pro Edition, Trial, Windows 2008 x64 server, MySQL on a remote DB server, currently in soft-launch to ensure it will meet our needs.
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02/08/2011 00:06:27
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5.7FSN
SysAid Wiz
Joined: 15/04/2010
Messages: 375
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If you want to easy switch to a view that has all SRs or open SRs etc, you can just create a new view with what you want seen, and any filters applied, and save it. Then one just has to select to go to that view, rather than undoing, all of their filters they have set..
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02/08/2011 00:14:46
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UberDoug
SysAider
Joined: 13/07/2011
Messages: 3
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5.7FSN wrote:If you want to easy switch to a view that has all SRs or open SRs etc, you can just create a new view with what you want seen, and any filters applied, and save it. Then one just has to select to go to that view, rather than undoing, all of their filters they have set..
Do you have specific steps for doing this? As mentioned I tried to create a view with a filter and had to edit the backend database to delete the view because a static filter of "status=new" killed the ability to view SRs as well as removing the ability to change which view is in use or remove the problem view.
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02/08/2011 11:19:49
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5.7FSN
SysAid Wiz
Joined: 15/04/2010
Messages: 375
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Yeah I'll see what I can come up with today for some instructions
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03/08/2011 00:04:41
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5.7FSN
SysAid Wiz
Joined: 15/04/2010
Messages: 375
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This may or may not be what you're trying to do, but it might help. The way we have ours set up is that we have setup our own views. I have some custom filters that some use. If I wanted to quickly view all new SR's, I'd have to select All for like 3/4 categories, and let the list update everytime.. What we did was create a view that only one selectable filter, status. So you can easily select that view, then select whatever status you want, without having to undo other filters from the view you're currently using.
Click on the customize view button right hand side.
Add whatever columns you want visiable and add the ones you need. If you want just the status to be selectable, Click on the filter, and edit, and uncheck the "enable filter". Click close to save changes. ${list.status.caption} is the status filter..
When you're done, select the enter name for new view, and type in new save and click save.
This message was edited 1 time. Last update was at 03/08/2011 00:05:17
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03/08/2011 07:28:43
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nicks81
Super SysAider
Joined: 13/07/2010
Messages: 78
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Hi Uberdoug,
Hope this info helps you a little, I found examples of other people's syntax helpful when working this stuff out. Try creating a new test view and then playing around within the following.. :
${list.status.caption}
Open Calls: status in (OPEN_CLASSES)
Closed Calls: status not in (OPEN_CLASSES)
Incidents (status = 1 or status = 2 or status = 3 or status = 4 or status = 5 or status = 6 or status = 7)
Report Requests (status = 14 or status = 15 or status = 16 or status = 17 or status = 18 or status = 19 or status = 20)
All (status = 1 or status = 2 or status = 3 or status = 4 or status = 5 or status = 6 or status = 7 or status = 14 or status = 15 or status = 16 or status = 17 or status = 18 or status = 19 or status = 20)
^^ the status numbers above relate to the status Key number under Customise > Lists > Status
${list.assigned.to.caption}
All (responsibility like '%')
Unassigned (responsibility is null OR responsibility = 'none')
nicks81 (responsibility = 'nicks81')
nicks81 & none (responsibility = 'nicks81' OR responsibility = 'none')
admin2 (responsibility = 'admin2')
admin2 & none (responsibility = 'admin2' OR responsibility = 'none')
and so on
It's a bit of a pain to set up initially, but once you've got it there you can easily select 'Closed Calls' > 'nicks81', and see all closed calls from that specific administrator.... or the way we prefer to monitor the queue, showing 'nicks81 & none' > 'Open Calls', so you see the new stuff coming in but don't have your views cluttered up by calls assigned to other administrators
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04/08/2011 05:49:53
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UberDoug
SysAider
Joined: 13/07/2011
Messages: 3
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I'm definitely missing something here; how do I select "select 'Closed Calls' > 'nicks81'"? If I make a new view I see it in the view list, but I can't see any suboptions.
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05/08/2011 00:44:07
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nicks81
Super SysAider
Joined: 13/07/2010
Messages: 78
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Sorry mate I should have been clearer
Make a new view, so you have it as an option in the drop-down 'View:' option
Switch to the new view by selecting it
Hit 'Customize View' which will pop up a new window, 'Customize List'
The middle section 'Filter Menus' are all the built in menus Sysaid supplies, which drives what filters are available when you click the column headers (ie: if you click 'Status' in your normal Service Desk view, you should see a drop down list of all your statuses and be able able to filter on a specific status by selecting one)
By clicking one of the filters (like ${list.status.caption}) and pressing 'Edit' on the right you can add new items to it
Try adding in one of the above filters, by adding a new Filter Caption & Filter Expression, eg Filter Caption: Open Calls / Filter Expression: status in (OPEN_CLASSES)
Once you've added your filters, click 'Close' on the Filter Menu popup, and then click 'Save' on the 'Customize List' popup, ensuring first that the 'existing view' selected is indeed your new Test view.
Then test it's worked, by selecting the newly added status filter from the drop-down in the column header
This message was edited 1 time. Last update was at 05/08/2011 00:46:34
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26/04/2012 15:45:38
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Fleetsie
SysAider
Joined: 03/04/2012
Messages: 9
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I'm trying not to show any closed status requests. I tried doing what you mentioned and it still shows all statuses.
I've tried: Open Calls: status in (OPEN_CLASSES) and even just tried status = 1 just to see if I'd get a filter.
Not sure what I am doing wrong.
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