# HP OpenView Service Desk

## version 4.5

## Query restriction Enhancement

September 2006

© Copyright 2006 Hewlett-Packard Development Company, L.P.

## Content:

Last-minute information
Introduction
Getting Started

## LAST-MINUTE INFORMATION

There is no last-minute information.

## INTRODUCTION

Service Desk has provided the possibility to refine query restriction function. With this feature System Administrator can define which part of records should be included when result exceeds query restriction, 'newest records', 'oldest records' or keep original behavior which depends on database storage.

## GETTING STARTED

By setting the query restriction System Administrator can limit the number of records retrieved when opening a View. Before SP20, there is no sort order can be set, so the first n records are retrieved depends on database storage.

Starting from Service Pack 20, it is possible to specify whether the resulting ones will be the 'Oldest' ones or the 'Newest' ones; shown as below:

To set the order of a query restriction, navigate to Administrator Console > HP OpenView Service Desk > Presentation > Search.

Select a Service Desk Item, like ‘Change’ and open that item. As shown in the screen above, System Administrator can now select what the sort order direction should be before the restriction is applied.

The default value is empty one.

- When setting has been configured to be the 'Newest', the Query Restriction will result in only the n newest records.
- Similarly, whenever here 'Oldest' has been defined, the Query Restriction will result in the n oldest records.
- When nothing has been selected it will depend on database storage (normally the oldest ones will be yielded).

NOTE:

After setting the sort order direction, Service Desk application server should be restarted to be taken into effect.

Query Restriction with 'Newest' or 'Oldest' will only guarantee return n newest or n oldest records and it can not ensure a sorted list in the view. If you have defined "Sort By" in view settings, Service Desk will first return n newest or n oldest records according to setting in Query Restriction, then sort the view according to settings in the view.