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Support Group in Problem Form on Portal
Brett_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.
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.
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Adam_Dzyacky
Product Owner Contributor Monkey ✭✭✭✭✭
The conceptual workaround (haven't tested it myself) would be inserting a Support Group Enum on PR records into the ServiceManagement DB. But it goes without saying- This probably is not a supported Cireson change
I'd like to think the portal would then honor this value but I'm highly skeptical of any "group" based functions understanding how to leverage this data point. Specifically things like the "Team Work view" or the "Assign Analyst by Group" functions. So while there is a very immediate way to do this, you would need to invent your own syncing means for this and again, in my opinion very little payoff given the portal probably wouldn't truly leverage the value.
That said - I still want the previously cited feature request!5 -
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Justin_Workman
Cireson Support Super IT Monkey ✭✭✭✭✭
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] prLEFT JOIN [MT_ClassExtension_8ff5a593_743f_42c6_b0cc_f630a0155bf3] extON ext.BaseManagedEntityId = pr.BaseManagedEntityIdLEFT JOIN DisplayStringView sgON sg.LTStringId = ext.SupportGroup_E3003831_24AB_07B8_3518_CBED3F2146D7AND 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.2
Answers
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.
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.
I'd like to think the portal would then honor this value but I'm highly skeptical of any "group" based functions understanding how to leverage this data point. Specifically things like the "Team Work view" or the "Assign Analyst by Group" functions. So while there is a very immediate way to do this, you would need to invent your own syncing means for this and again, in my opinion very little payoff given the portal probably wouldn't truly leverage the value.
That said - I still want the previously cited feature request!
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.