Yes I've had something very similar. At the moment it looks as though WebDesk has slight differences in the way it handles filters and queries to the one true source - console. Other examples are that it doesn't seem possible to write a filter that behaves like the popular query on the incident window to list all notes in most recent order create first. You can try but ....Also if you have a filter which refers to an attribute on the window and change the contents of that atriibute the filter, WebDesk still uses the old value prior to you changing it. Console correctly uses the new value you have changed the attribute too.
As a thought, you could perhaps use two categories one for SR and one for Incident with different processes? Someone who knpws has told me is a requirement for ITIL3.
Thank you for the reply.
Yep, we use two different processes, however, both are built under the Incident module. We also use two sets of Categories/Impact/Urgencies.
The ones for Service Request are prefixed with an "SR". Hence the filter.
Support is labeling this as a bug in WebDesk and escalating it.......
Thought I'd list an update.
This has been reported as a bug to development/engineering. Filtering does not work on the Process/Lifecycle name.
A work around is to create a new boolean attribute, then create a template with the new attribute set.
The filter can then have a condition on this new attribute.....
I think we might be referencing two different issues here:
Marcello is I think referring to problem 5321 - "Filtering does not work in Web Access before saving a record if not using the default window". This is available as a patch for 7.4 that can be requested and is planned to be addressed in SP1 for 7.5.
The specific problem at the top of this thread is to do with being unable to filter on the Lifecycle object and is problem 5226 - "WebAccess adds its own criteria when creating a filter on some relationships making them unusable". From our records, this has been experienced by two customers who both worked around the issue. This is a Medium priority issue currently so if anyone experiences this please do let your support provider know.
As I understand your filter criteria is something like: lifecylce is equal to X and/or Y
How to create a new field on the business object response level and use this new field to filter?
a drop down / ref list "customer"
if customer A
if customer B
or create a checkbox and use this to filter instead of the lifecycle
did you tried this already?
If you first of all save the window, then try expanding the filtered response level list again does it then filter the list correctly? This will help me work out whether this relates to problem 5321.
As an aside, have you considered instead using the SLA matrix to filter your Response Levels? I'm not sure if this would be applicable to your requirement.