Services Used by Customer

Сообщений: 6 Баллов: 3 Регистрация: 30.08.2012

30.08.2012 10:29:55

Hello all,

I've been working with HPSD45 for quite a long time. In comparison to other ITSM products SD is still an outstanding piece of software concerning stability, performance and functionality. But sometimes there are limitatioons I'd like to overcome.

By coincidence I found that forum und thanks to translation tools I'm able to understand most of the content eventhough some translations make me smile smile;)

My question to the members of the forum is the following:
In the service call form there is a funtion called "services used by customer".

I know that the query behind that function is somewhere hardcoded. Do you know if that query is customizable in any way.The goal would be to replace the original query with an own query which shows only services which have a custom attribute set or which are directly related to the users organization

Thanks for your thoughts

BR
willi

Василий Каменев

Администратор

Сообщений: 785 Баллов: 15920 Регистрация: 27.01.2010

30.08.2012 10:55:14

Hi Will!
Yes, we have not translator - use a google translator. smile;)

So, about your question. The SD have internal searching by services list using the next way:
Person(as Customer)-> Organization -> SLA -> Services -> SubServices
Person(as Customer)----------------->
Spetcial query not exist, because all working thought Java Object Model.
The seaching working perfectly, why are like change it?
Are you like show in list(view) additional(CF) fields, but the system not allow you do it?

br.

willi

Сообщений: 6 Баллов: 3 Регистрация: 30.08.2012

30.08.2012 11:27:28

Hi,

no doubt the search is working fine. What I'd like the search to prevent is to also show services which are not directly related to the customers organization.

ParentOrg1 --> SLA-PO1 --> SVC-PO1
|---SubOrg1 --> SLA-SO1 --> SVC-SO1
|---SubOrg2 --> SLA SO2 --> SVC-S02
|---...

Lets say you have the org structure from above and the customer is related to SubOrg2. Now the search is displaying not only SVC-S02 but also SVC-PO1 eventhough the SubOrg2 isn't using SVC-P01.

Another approach would be to break up the org hierachie but I don't like the idea.

I'm more interested in having a little hack to modify the query to my needs. Maybe something like the HTML hack

BR
willi

Василий Каменев Администратор Сообщений: 785 Баллов: 15920 Регистрация: 27.01.2010	#4 30.08.2012 11:56:52 So, Organiztion it's a structure, doing the next: ParentOrg1 --> Main Office--> SLA-PO1 --> SVC-PO1 \|---SubOrg1 --> SLA-SO1 --> SVC-SO1 \|---SubOrg2 --> SLA SO2 --> SVC-S02 \|---... It's is solution for you?

willi Сообщений: 6 Баллов: 3 Регистрация: 30.08.2012	#5 30.08.2012 12:32:55 What is Main Office in that context? Is that a child organization of ParentOrg1?

Василий Каменев Администратор Сообщений: 785 Баллов: 15920 Регистрация: 27.01.2010	#6 30.08.2012 12:58:48 Yes, it's sub organizations just set Category as "Office" or someting like do you have.

willi Сообщений: 6 Баллов: 3 Регистрация: 30.08.2012	#7 30.08.2012 14:10:36 hmmm, that's the workaround I'd like to avoid because depending on the depth of the structure that workaround doesn't seem applicable to me. But if that's the only way then I've to go that way until someone else comes up with another idea ... BTW: do you have a rewarding system in the forum (like the KUDOS in the itrc)?

Василий Каменев Администратор Сообщений: 785 Баллов: 15920 Регистрация: 27.01.2010	#8 30.08.2012 15:42:54 You can to do another modifications in you SD relations model: If you change original Field "Parent" in Organization on one new and move all relation to this field, then searching process can't be pass by Parent. But this changes requared move a lote data and change each views and forms - big work.