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.
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!