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List all open service calls and sending it via email

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Andrej_19
Collector

List all open service calls and sending it via email

Hello !

I have a question regarding creating a list of all opened service calls.

Is it possibe to create such list automatically via UI or Database rules and then sending it for example in Excel format through email to specific recipient ?

Has anyone of you had an experience in making such a report ? If not, what would your reccomendations be ?

Best regards,

Andrej

17 REPLIES
George M. Meneg
Honored Contributor

Re: List all open service calls and sending it via email

Hello Andrej,

UI/Db rules actions can update only one item plus some related items, so the answer is no, you cannot create a list like this.

What you could do is to create a scheduled task that checks if an item remains opened after a time specified by you. Then use update data to external system in order to enumerate an external application.

This application could gather a list of opened items and at a specific time send mail about these items.
menes fhtagn
George M. Meneg
Honored Contributor

Re: List all open service calls and sending it via email

Now that I'm thinking you could do something relative simple.

Assuming that each one of the assignees have an email address, use an e-mail tool like "postie" to send the "List" command to Service Desk inbound mail server, using their email address.

eg
postie -to: -from: -s:List
menes fhtagn
Andrej_19
Collector

Re: List all open service calls and sending it via email

Hello George,

could you tell me a little bit more on the way you suggested to create such a list ?
By that I mean how to create such a scheduled task ?

I'd be very grateful on any of your reply.

Regards,

Andrej
Marc Hummel
Frequent Visitor

Re: List all open service calls and sending it via email

You could also create a view of what you want to see, goto file export and put in a number of formats including excel and HTML.
Just a thought.
Wounds heel, Pain fades... chix dig scar's, oh and everybody WangChung.
Andrej_19
Collector

Re: List all open service calls and sending it via email

Hello Marc,

this idea indeed crossed my mind.
It is a possible alternative, and I've passed it forward to a customer.

Can this kind of export be defined as a scheduled automated task ?

Regards,

Andrej
Carol Hibbard
Honored Contributor

Re: List all open service calls and sending it via email

I would recommend you schedule the inbound email request as George suggests as opposed to creating a bunch of scheduled tasks in SD. This could create a performance problem. Instead, you can use the standard Windows AT command or the Unix cron command.
Andrej_19
Collector

Re: List all open service calls and sending it via email

Dear Carol,

as I'm not quite familiar with SD itself, the simplest of all solutions for me would be to, as mentioned before, somehow achedule and automate export of a view with all opened service calls.

Yet suggestions from you and George would be very helpful if you assisted me further with specifical advice on how to implement such a solution ?

Best regards.
George M. Meneg
Honored Contributor

Re: List all open service calls and sending it via email

Hello Andrej,

Create a scheduled task that will run for example at 00:00 each day and will execute a batch file.

Now go get postie from http://www.infradig.com/postie/index.shtml
or use a similar tool.

Add the next line (do not forget to set and )

postie -to: -from: -s:List

Assuming that you have configured the inbound email (have a look at the help or the administrator's manual) the above command will send a list of opened service calls to assignee name.

Hope that helps
menes fhtagn
Andrej_19
Collector

Re: List all open service calls and sending it via email

Hello George,

thank you again for your reply.

I hope I'm getting the right picture.

After creating the scheduled task, the tough part comes:
I was wondering what kind of batch file should I create according to your advice, i.e., what is supposed to contain ?

Did you mean it should contain link to external application you mentioned in this discussion ? And, to your knowledge, which one would you recommend ?

Regards,

Andrej
George M. Meneg
Honored Contributor

Re: List all open service calls and sending it via email

Andrej, it depends on what you know better. It could be a .bat file, a shell script, a perl script, an executable or whatever. What this script/batch/whatever should do is to send an email to service desk inbound mail address predending that it is send from one of the assignees and having "List" (without quotes) as subject.

I gave you the example of postie (from www.infragid.com)

using postie as command, it would be like this:

postie -to: -from: -s:List

Hope that helps
menes fhtagn
Andrej_19
Collector

Re: List all open service calls and sending it via email

George,

now I'm beginning to understand your idea.
As from the Administrator's guide:

"When Service Desk receives the List command, an e-mail message is sent to the requestor containing a list of all open service calls assigned to the caller and all open service calls announced by the caller. The service
call ID and description is included. A service call is considered open when the Actual Finish field is empty. To use this command, enter the List command in the Subject field."

So the command you posted;

postie -to: -from: -s:List

means the following:

-inbound mail adress is the mail adress of Service desk server
- assignee email adress is the adress of the assigne whome the service call has been assigned.

So if I as a 3rd person want to view list of calls I just add adress (or many of them) into assignee email field and then receive a mail, containing all of these items ?

As I haven't had the time to test this command yet, my questions would be:

1. The Administration guide says, opened calls are those calls, which don't have Actual Finish set. Can I filter those calls by any other field, for example by status (New, closed...)?
2. The format of the list would then be plain email, not, for example, Excel ?

Thank you very much for your answers so far.

Best regards,

Andrej
George M. Meneg
Honored Contributor

Re: List all open service calls and sending it via email

> So if I as a 3rd person want to view list of
> calls I just add adress (or many of them)
> into assignee email field and then receive a
>mail, containing all of these items ?

As long as it is one line for each assignee. Meaning you have to execute one command for assignee_a, a second for assignee_b and so on.
postie -to: -from: -s:List

postie -to: -from: -s:List

etc


> 1. The Administration guide says, opened
> calls are those calls, which don't have
> Actual Finish set. Can I filter those calls
> by any other field, for example by status
> (New, closed...)?

I don't think that you can.

> 2. The format of the list would then be plain
>email, not, for example, Excel ?

Service Desk sends a plain text email. The fields displayed are ID and Description and cannot be modified.
menes fhtagn
Andrej_19
Collector

Re: List all open service calls and sending it via email

Uf, that would be a bunch of mails :)

How about if I send mail to Service desk server with subject 'List' ? Would then list contain all opened calls, containing all callers or just those who are assigned to mail sender ?


George M. Meneg
Honored Contributor

Re: List all open service calls and sending it via email

Just all calls that the email sender address matches caller's or assignee's email address.
menes fhtagn
Andrej_19
Collector

Re: List all open service calls and sending it via email

George I appreciate your effort.
The solution is not what I had hoped for, but anyway thanks for your effort.
rutwik
Acclaimed Contributor

Re: List all open service calls and sending it via email

Mine is not the same problem. I need to keep checking the status of a ticket(incident or seervice call) if it has been changed t o resolved from "pending" or "in progress" continuosly.
The Pike
Honored Contributor

Re: List all open service calls and sending it via email

If not the same problem, common sense says 'new thread'...
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