Creating a Customised View to include Tasks Linked to Reques
We use our Service desk plus (v6.) for our IT Helpdesk Requests as well as our Business Systems Improvement Teams Development Requests from users.
This is causing problems with assigning Due dates because the development items that BSI deal with oviously take longer than the assigned due date according to our system set up SLA's.
We have agreed to overcome this problem by putting the requests "On Hold" and then linking tasks to that request based on the lifecycle stages of the development project.
However, the man in charge, would like to have a customised view of the requests that are "On Hold" and "In Progress" as well as the tasks that are linked to them and the relevant dates, descriptions, comments etc from the tasks.
If anyone can come up with a workaround for creating a "Custom View" (which only seems available on request info) then that would be great (and easy).
However, if this is not an option then help with what SQL would be required for creating a custom report would be great.
Thanks in advance.
Hope to hear from someone who's in the know.
Andrea
This is causing problems with assigning Due dates because the development items that BSI deal with oviously take longer than the assigned due date according to our system set up SLA's.
We have agreed to overcome this problem by putting the requests "On Hold" and then linking tasks to that request based on the lifecycle stages of the development project.
However, the man in charge, would like to have a customised view of the requests that are "On Hold" and "In Progress" as well as the tasks that are linked to them and the relevant dates, descriptions, comments etc from the tasks.
If anyone can come up with a workaround for creating a "Custom View" (which only seems available on request info) then that would be great (and easy).
However, if this is not an option then help with what SQL would be required for creating a custom report would be great.
Thanks in advance.
Hope to hear from someone who's in the know.
Andrea