My Work view - Hide Incidents where you are Primary Owner?
Chris_Keander
Customer Advanced IT Monkey ✭✭✭
To summarize, we are using the Primary Owner field on the incident form to identify the Manager of the assigned analyst. We currently don't have managers listed in our AD records, so this was a workaround for us. Since we started doing this, the managers (primary owners) are now seeing incidents in the My Work view that are assigned to people in their support group, and I'm looking for a way to modify this behavior if possible:
Team,
We’ve been adding some new functionality in SCSM & IT Self-Service built around the “Primary Owner” field on incident forms. We are essentially making the manager of a support group the Primary Owner of an incident for reporting purposes. In the near future we will also be utilizing these fields to send email notifications when an incident assigned to you or someone on your team will breach its SLA soon, and after it has breached.
I was just alerted by Kris that since we're now setting the Primary Owner field on incidents with various workflows, the My Work view in IT Self-Service not only shows incidents assigned to you, but also incidents where you are the Primary Owner.
I’m currently researching a way where we can avoid this. Apologies if this has caused confusion and/or annoyances.
Chris Keander
Best Answers
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seth_coussens
Member Ninja IT Monkey ✭✭✭✭
Using your custom.js you can actually modify the filter on the Kendo grid object. Basically, you'd be adding another filter to the datasource.
The tricky part here is whether the application of the filter would stick when you click one of the other filters (column or active/inactive, etc).
Additionally, you'd still want the item to show up if they were both the Owner and the Assigned User, so your filter would have to take this into account.
http://docs.telerik.com/kendo-ui/api/javascript/data/datasource#methods-filter
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seth_coussens
Member Ninja IT Monkey ✭✭✭✭
Yeah, it would take a little bit of coding and testing. Definitely something our services team can help you with though.
The alternative would be to create a new relationship property on the workitems for 'manager' and then a custom type projection and form to support that and use that field instead. Wouldn't not require any real coding but would require some examples and XML work.5
Answers
The tricky part here is whether the application of the filter would stick when you click one of the other filters (column or active/inactive, etc).
Additionally, you'd still want the item to show up if they were both the Owner and the Assigned User, so your filter would have to take this into account.
http://docs.telerik.com/kendo-ui/api/javascript/data/datasource#methods-filter
The alternative would be to create a new relationship property on the workitems for 'manager' and then a custom type projection and form to support that and use that field instead. Wouldn't not require any real coding but would require some examples and XML work.