**

I am wanting to add the view Requests Assigned to Group to the Help Desk
Management form. What I am wanting to be able to do is select this view,
select a group and then display all of the incidents for that group.

I tried to duplicate the Assigned Requests To view. I am able to select
the Requests Assigned to Group view. A dialog box then comes up and I am
able to select the group. However, nothing displays. I have compared the
workflow of the two views everything seems to be set up ok.

Does anyone have any ideas of what I am doing wrong?

We are installing Help Desk 4.0.3 and are on ARS 4.5.2.

Thanks


Jan Smith
Systems Analyst
Indiana State University
Phone: (812) 237-8593
Email: ccjsmith@isugw.indstate.edu

**

I know that you can do this because I did the same thing in 1999, and have a "View Requests Assigned to Groups" entry in the "View" pull down that pops up a copy of the one for "Requests Assigned To" and allows me to pick one of the groups I am a member of and only see those tickets. It does not run against ALL groups because that would not display in the tablefield with its current qualification - you would have to add a new one or use the external function in ARS 5.x. I have not looked at the workflow for that since so would have to dig around on the system and see how it was implemented. We made a number of fundamental changes to the Management Console to include adding fields to SHR:ConsolidatedList and changing all of the tablefield qualifications, and this feature may have used some of those changes - I don't remember now. I'll try to look at it while we are migrating objects from HD4 (custom) to RSM5, where I intend to convert the consoles to EXTERNAL() qualifications.

Christopher Strauss, MSLS
Remedy Database Administrator
University of North Texas Computing Center
http://remedy.unt.edu/helpdesk/

-----Original Message-----
From: Janet Smith [mailto:ccjsmith@ISUGW.INDSTATE.EDU]
Sent: Friday, July 12, 2002 1:12 PM
To: ARSLIST@LISTSERV.VISTAIT.COM
Subject: Help Desk Management Form


**

I am wanting to add the view Requests Assigned to Group to the Help Desk Management form. What I am wanting to be able to do is select this view, select a group and then display all of the incidents for that group.

I tried to duplicate the Assigned Requests To view. I am able to select the Requests Assigned to Group view. A dialog box then comes up and I am able to select the group. However, nothing displays. I have compared the workflow of the two views everything seems to be set up ok.

Does anyone have any ideas of what I am doing wrong?

We are installing Help Desk 4.0.3 and are on ARS 4.5.2.

Thanks


Jan Smith
Systems Analyst
Indiana State University
Phone: (812) 237-8593
Email: ccjsmith@isugw.indstate.edu