Custom Status Field vs Built in Fields and Views not recognizing the Custom Fields
Some background, for the Status field in the Request templates I have the following items:
-Part on order
-Requested further information from user
-Waiting on confirmation from user
-Waiting on user call back
While I like that ME allows you to customize the Status field, it doesn't correlate over to other areas of Manage Engine. For example, the default Views won't recognize any tickets that are in these custom Status fields, all Views only recognize the built in Status Fields, i.e., OPEN, ON HOLD, etc.
I know I can create Custom Views to fix this, but the problem is when looking at the Dashboards, that as well doesn't see these custom fields, and also in the Self Service Portal, the user's views will be default, they wouldn't be creating custom views.
If they wanted to see all their OPEN tickets, they will literally only see the tickets with a status of OPEN not any of the other tickets using the custom Status field.
Another quark is the fact that the TIMER's can't be modified for the built in Status fields, for custom Status fields the timers can be customized. I thought if I were to create an additional Request field, name it "State" and set it as a Pick List for the different custom status fields above then that would fix my overall issue of the Views not recognizing custom Status fields.
Problem I have if I go the route of creating an additional field is that then the timers for the build in Status fields are very limited and when we have Parts on Order or Waiting on Vendor, our SLA's change, but using the built in Status fields would throw off our SLA reporting because OPEN status would effectively have an SLA trigger off as normal but the ticket is really on track due to extenuating circumstances like part orders, for example.
So for now, I've left the custom Status fields in but now have to figure out how to make it so that user's who want to see their open requests, see them all regardless of the status being customized.
Any ideas on getting this to work?
-Part on order
-Requested further information from user
-Waiting on confirmation from user
-Waiting on user call back
While I like that ME allows you to customize the Status field, it doesn't correlate over to other areas of Manage Engine. For example, the default Views won't recognize any tickets that are in these custom Status fields, all Views only recognize the built in Status Fields, i.e., OPEN, ON HOLD, etc.
I know I can create Custom Views to fix this, but the problem is when looking at the Dashboards, that as well doesn't see these custom fields, and also in the Self Service Portal, the user's views will be default, they wouldn't be creating custom views.
If they wanted to see all their OPEN tickets, they will literally only see the tickets with a status of OPEN not any of the other tickets using the custom Status field.
Another quark is the fact that the TIMER's can't be modified for the built in Status fields, for custom Status fields the timers can be customized. I thought if I were to create an additional Request field, name it "State" and set it as a Pick List for the different custom status fields above then that would fix my overall issue of the Views not recognizing custom Status fields.
Problem I have if I go the route of creating an additional field is that then the timers for the build in Status fields are very limited and when we have Parts on Order or Waiting on Vendor, our SLA's change, but using the built in Status fields would throw off our SLA reporting because OPEN status would effectively have an SLA trigger off as normal but the ticket is really on track due to extenuating circumstances like part orders, for example.
So for now, I've left the custom Status fields in but now have to figure out how to make it so that user's who want to see their open requests, see them all regardless of the status being customized.
Any ideas on getting this to work?