1 2 Previous Next 21 Replies Latest reply: Oct 26, 2011 8:51 AM by Jenny.Lardh RSS

    CMDB - Incident Call Ref Problem

    ShaunB Apprentice

      Hi all!

       

      I was wondering if someone might be able to help me.  Not sure if this is an Incident problem or a Configuration Management problem - but I figured I'd post it here.

       

      I have a requirement within my CMDB to display Incident Management information on Configuration Item screens.

       

      For example:

       

      On desktop CI types, we have a date/time attribute to record the installation date of individual devices.  Every device installation within the organisation is inititiated via a Service Desk call - therefore I'd like to display the associated call reference number on the desktop CI type window - next to the installation date.

       

      To acheive this, I did the following:

      1) Linked IncidentManagement.Incident Business Object to the ConfigurationManagement.ConfigurationItem (cf_configitem) Business Object; thus 'Incident' appears as an attribute within the Configuration Item Business Object.

      2) Added the 'Incident' attribute to the 'Personal Computer' CI type window - the attribute appears as a drop down menu.

       

      At this point all is fine, and LANDesk has performed all of the above exactly as I had expected.

       

      When I pull down on this I am expecting to see the 'Incident.Title' attribute reflected.  In our organisation 'Incident.Title' = the Incident call summary, as opposed to the Incident call reference #, so I was planning to use an attribute filter to pull out the call reference number, which is in an attribute called 'Call Ref'.  However, even before applying any filters,  when I test the window and I open the 'Incident' drop down I am presented with a blank list.

       

      Oddly, when I click into a blank white space area of the drop down menu, a call reference number is populated - so there must be data there somewhere!?!

       

      I have tried everything to get some data to show.  I have tried creating an attribute query to pull out the call reference number and the call summary when you open the drop down - I can get the call summary appears in the drop down, but the call reference number does not.  When you run the query normally (i.e.: on it's own, outside the context of the window) both the reference number and the summary appear correctly; it simply does not work in the context of the drop down menu on the window.

       

      I have also tried different combinations of simple/complex lists, I also applied a query to the drop down to limit the number results returned by the drop down, as originally the drop down returned >5000 pages of results - we have a lot of historical call data within the database and I thought perhaps the drop down was having problems rendering the data.  Even with just 15 pages of calls returned, the drop down remained blank.

       

      Does anyone have any ideas as to how I can get the call reference number to appear in this attribute?

       

      Any assistance would be greatly received.  Thanks!

        • 1. Re: CMDB - Incident Call Ref Problem
          Expert

          Hi Shaun,

           

          You may have already tried this, but I would do the following-

           

          1. Open the CI window

          2. Highlight the Incident field (drop down)

          3. Under properties, locate Query/Filter and select your created filter

          4. Locate the property Complex List and change it to True

          5. Locate the property Simple Dropdown and change it to False

          6. Locate the property Page Size and set a value of say 25

          6. Save the changes

           

          To be sure you're loading a correct definition you could then close Console and clear your local cache. This should show the query correctly, display both columns and 25 records per page. Hope this helps.

           

          Cheers,

          Hadyn

          • 2. Re: CMDB - Incident Call Ref Problem
            ShaunB Apprentice

            Good Morning Hadyn,

             

            Having tried the solution outlined, I can confirm that this had no impact upon the call reference number appearing in the drop down.  The column was still appearing as blank.

             

            Many thanks,

             

            Shaun

            • 3. Re: CMDB - Incident Call Ref Problem
              masterpetz ITSMMVPGroup

              Hi Shaun,

               

              I read  your post a few times and try to reproduce your issue. I have the same behavior if i try to add a filter with a complex list on the incident reference in object designer. Nothing is returned, I can only scroll through the pages without results. Strange...

               

              Next try was to add this filter on the drop down "Incident" on the CI window directly. Activated the complex list and test again. Here I get all attributes returned except the "reference number" attribute. Strange too...

               

              So, what about this idea, you add on you CI window additionaly to your incident reference the "reference ID" and the "installation date" from the incident reference.

              If you pick up now an incident from your drop down, the two other valeues are populated automatically and "read only". You don't have to use filters or queries.

              In your case you just have to know the title of your incident...

               

              Cheers

              Christian

              • 4. Re: CMDB - Incident Call Ref Problem
                ShaunB Apprentice

                Hi Christian,

                 

                Thanks for your response.  I have now since discovered that this problem is actually a bug in 7.3.x, I have been informed that this actually works in 7.4.

                 

                We are currently in the process of upgrading, so hopefully I'll be able to implement this functionality very shortly.

                 

                Incidentally, do you happen to have a screenshot of the workaround you were proposing?  I'm keen to understand and see exactly how that would work!  If you have something easily to hand I'd love to see the solution, but if it will involve lots of work from your end, don't worry too much!  It might serve as plan B for me if I find that 7.4 hasn't fixed the fault!

                 

                Thanks!

                 

                Shaun

                • 5. Re: CMDB - Incident Call Ref Problem
                  masterpetz ITSMMVPGroup

                  Hi Shaun,

                   

                  hm, don't want to destroy your hope but I tested it on a migrated servicedesk from 7.3.2 to 7.4. And the problem seems to be still there. Do you have a problem number for the bug?

                  I attached you two sceenshots from my workaround. Maybe it helps you.

                   

                  Kind regards

                  Christian

                  • 6. Re: CMDB - Incident Call Ref Problem
                    ShaunB Apprentice

                    Hi Christian,

                     

                    Thanks for your response, I have emailed the support guy back to see if I can get a more concrete answer r.e.: whether or not this is fixed within 7.4.

                     

                    I like your solution, is it using copy rules to pull across the Incident data?

                     

                    Many thanks,

                     

                    Shaun

                    • 7. Re: CMDB - Incident Call Ref Problem
                      masterpetz ITSMMVPGroup

                      Hi Shaun,

                       

                      good idea...:-)

                       

                      No, its no kind of copy rule. Just add the attributes, thats all.

                      Its the same as if you add attributes from your raise user to the main incident window like email address or phone number. These values are autopopulated.

                       

                      Cheers

                      Christian

                      • 8. Re: CMDB - Incident Call Ref Problem
                        ShaunB Apprentice

                        Hi Christian,

                         

                        Hmmm odd....I have exactly the same attributes on my test window, I use the drop down but the other two attributes don't populate?

                         

                        Not sure that this will work, as when you type the reference into the drop down it doesn't automatically select the call reference being typed, like it might do with normal, working drop downs.  It always selects the first value in the drop down - and becuase you can't see any values, just makes it really difficult to use

                         

                        Thanks for your assistance!

                         

                        Shaun

                        • 9. Re: CMDB - Incident Call Ref Problem
                          masterpetz ITSMMVPGroup

                          Shaun,

                           

                          did you remove all filters and queries from the incident reference (in window and object designer)? And disable the complex list too.

                           

                          Cheers

                          Christian

                          • 10. Re: CMDB - Incident Call Ref Problem
                            ShaunB Apprentice

                            Hi Christian,

                             

                            I can confirm, complex list = false and there are no filters/queries enabled.  Simple list is also set to false, should I change to true?

                             

                            Shaun

                            • 11. Re: CMDB - Incident Call Ref Problem
                              masterpetz ITSMMVPGroup

                              Nope, I have both options set to false. Strange that it did not work...

                               

                              Sorry, I'm running out of ideas...

                              • 12. Re: CMDB - Incident Call Ref Problem
                                ShaunB Apprentice

                                Not a problem!  I will just sit back and wait for a response from support regarding this.  I hope that it works in 7.4!

                                 

                                Thanks for your help Christian!

                                • 13. Re: CMDB - Incident Call Ref Problem
                                  martin.taylor@banctec.co.uk Rookie

                                  Shaun

                                   

                                  Not sure if you still don't have an answer..

                                   

                                  I had exactly the same issue (but I was linking an Incident to an incident).

                                   

                                  My workaround was to include the Process Ref in the Filter - this is displayed.

                                   

                                  The only slight drawback is that the process ref is proceeded by 'I-', 'P-' or 'C-' depending on the type.

                                   

                                  Regards

                                   

                                  Martin

                                  • 14. Re: CMDB - Incident Call Ref Problem
                                    ShaunB Apprentice

                                    Hi Martin,

                                     

                                    Thank you for your response regarding this.  I haven't completed this fully yet, I have been informed that this particular problem relates to our current version of LANDesk, which is due to be upgraded shortly.

                                     

                                    I'd like to have a go at implementing your solution in our development environment, it's always good to have a plan B!

                                     

                                    Are you able to elaborate on the solution you identified?  Can you explicitly guide me through which attributes I'd need to include on our filter in order to get this to work?

                                     

                                    Many thanks,

                                     

                                    Shaun

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