Support Group in Problem Form on Portal

Brett_DalyBrett_Daly Customer IT Monkey ✭
We recently extended the Problem class to add a Support Group field in the console.  We mapped the new class to the Incident Tier Queue list so we only have to manage one list for each work item type.

We then added the Support Group question to the Problem.js form in the Cireson Portal.  This is all working and problems created in the console show as assigned to the support group in the portal and vice-versa.

Where this is not working is in the Team Work and My Work views in the Cireson Portal and any custom views that group by Support Group.  Screenshot is below


If you open the Problem in the console and/or portal it shows the support group is assigned.  Is it possible to have the portal recognize the problem is actually assigned to a support group.  I have imported the management packs to extend the change request and manual activities to have support group and that is all working fine but that is supported by Cireson and is a part of their portal group mappings settings.  I am pretty new to customizing the portal so any guidance would be appreciated.

Best Answers

  • Justin_WorkmanJustin_Workman Cireson Support Super IT Monkey ✭✭✭✭✭
    Accepted Answer
    You could do a SQL Table Widget with a query against ServiceManager instead of ServiceManagement.  I just threw this together with a PR extension linked to the IncidentTierQueuesEnum and it worked for me:

    SELECT Id_9A505725_E2F2_447F_271B_9B9F4F0D190C AS [Id]
    ,Title_9691DD10_7211_C835_E3E7_6B38AF8B8104
    ,Priority_B930B964_A1C4_0B5A_B2D1_BFBE9ECDC794
    , sg.DisplayName AS 'SupportGroup'

      FROM [ServiceManager].[dbo].[MT_System$WorkItem$Problem] pr
      LEFT JOIN [MT_ClassExtension_8ff5a593_743f_42c6_b0cc_f630a0155bf3] ext
      ON ext.BaseManagedEntityId = pr.BaseManagedEntityId
      LEFT JOIN DisplayStringView sg
      ON sg.LTStringId = ext.SupportGroup_E3003831_24AB_07B8_3518_CBED3F2146D7 
      AND sg.LanguageCode = 'enu'

    You'll want to change ext.SupportGroup_E3003831_24AB_07B8_3518_CBED3F2146D7 and MT_ClassExtension_8ff5a593_743f_42c6_b0cc_f630a0155bf3 to your respective field name and Class Extension table.  You may also want to change the language code.  You may also want to add more fields in the SELECT statement.  I just grabbed a few for proof of concept.

Answers

  • Adam_DzyackyAdam_Dzyacky Customer Contributor Monkey ✭✭✭✭✭
    edited April 2018
    Hey there @Brett_Daly - this is actually part of a feature request already.

    https://community.cireson.com/discussion/176/add-support-group-for-problem-to-see-all-the-problem-in-team-work

    Although it seeks to have a unique Problem Support Group class extension similar to Cireson's customizations on Change Requests and Manual Activities.
  • Brett_DalyBrett_Daly Customer IT Monkey ✭
    I did see it was a feature request and I up voted and hope to see it supported by Cireson soon!

    In the mean time though, was wondering if anyone had come up with their own workaround?  We would like to start using problems in production to manage major incidents.
  • Justin_WorkmanJustin_Workman Cireson Support Super IT Monkey ✭✭✭✭✭
    Accepted Answer
    You could do a SQL Table Widget with a query against ServiceManager instead of ServiceManagement.  I just threw this together with a PR extension linked to the IncidentTierQueuesEnum and it worked for me:

    SELECT Id_9A505725_E2F2_447F_271B_9B9F4F0D190C AS [Id]
    ,Title_9691DD10_7211_C835_E3E7_6B38AF8B8104
    ,Priority_B930B964_A1C4_0B5A_B2D1_BFBE9ECDC794
    , sg.DisplayName AS 'SupportGroup'

      FROM [ServiceManager].[dbo].[MT_System$WorkItem$Problem] pr
      LEFT JOIN [MT_ClassExtension_8ff5a593_743f_42c6_b0cc_f630a0155bf3] ext
      ON ext.BaseManagedEntityId = pr.BaseManagedEntityId
      LEFT JOIN DisplayStringView sg
      ON sg.LTStringId = ext.SupportGroup_E3003831_24AB_07B8_3518_CBED3F2146D7 
      AND sg.LanguageCode = 'enu'

    You'll want to change ext.SupportGroup_E3003831_24AB_07B8_3518_CBED3F2146D7 and MT_ClassExtension_8ff5a593_743f_42c6_b0cc_f630a0155bf3 to your respective field name and Class Extension table.  You may also want to change the language code.  You may also want to add more fields in the SELECT statement.  I just grabbed a few for proof of concept.
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