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Setting up view from Problem module/related Service calls

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Winfield_2
Super Collector

Setting up view from Problem module/related Service calls

l am trying to set up a chart view (pie chart) from problem module showing me which problem has the greatest amount of "related incidents" attached to a problem. How do i relate the "related field" into the view.

cheers
12 REPLIES
George M. Meneg
Honored Contributor

Re: Setting up view from Problem module/related Service calls

Hello Winfield,

Officialy this is unsupported and normaly service desk can't provide views like this.

...but!

Add a chart view and at the filter definition *TYPE*

Relations;Service Call and as Operator select "is not empty"

Of course this will rule out all problems that have no relations to service calls but you can't have them all.

...except!

you are using SP19. If you are using SP19 create an OR compound and *TYPE*

Relations;Service Call and as Operator select "is not empty"
and then *TYPE*
Relations;Service Call and as Operator select "is empty"
menes fhtagn
Winfield_2
Super Collector

Re: Setting up view from Problem module/related Service calls

George,

i am on SP17 and when l type in Relations; service call the "operator" field is still greyed out. it wont allow me to continue on.

any idea why?

cheers
George M. Meneg
Honored Contributor

Re: Setting up view from Problem module/related Service calls

Hello Winfield,

When typing Relations;Service Call don't leave any empty space between ";" and "Service Call"
You must type *EXCACTLY* (though the letter case doesn't matter) Relations;Service Call
menes fhtagn
George M. Meneg
Honored Contributor

Re: Setting up view from Problem module/related Service calls

Btw, you can read more about the typeing thing at http://forums1.itrc.hp.com/service/forums/questionanswer.do?threadId=808712
menes fhtagn
Winfield_2
Super Collector

Re: Setting up view from Problem module/related Service calls

George, i am typing it in the "advanced" tab of the filter screen, is this right?

thanks for your help.
George M. Meneg
Honored Contributor

Re: Setting up view from Problem module/related Service calls

Hello Winfield,

Yes you should type in the text box bellow the "Field" drop down menu, at the advanced tab of the filter definition.

Have a look at the attached doc
menes fhtagn
Winfield_2
Super Collector

Re: Setting up view from Problem module/related Service calls

George,

Thank you very much however i have noticed that this can only happen with SP19. we are only on SP17.

thanks for your help George, much appreciated.
George M. Meneg
Honored Contributor

Re: Setting up view from Problem module/related Service calls

Hello Winfield,

The part with complex view filter, yes, it needs SP19. The typing trick however doesn't. Just in your case you will able to graph problems with at least one relation to a service call.

If you find my help useful, please assign points. Thanks.
menes fhtagn
Winfield_2
Super Collector

Re: Setting up view from Problem module/related Service calls

George,

See attached file, "operator" field is still grayed out, will not allow me to type or select "is not empty". any idea? cheers
George M. Meneg
Honored Contributor
Solution

Re: Setting up view from Problem module/related Service calls

That's very odd!

I discovered this typing trick long time ago (long before SP17) and here works like a charm and not only here!

Do you by any chance use a localized version and the "service call" has a different name?

Because I assure you that this trick works! If you read the the thread I mentioned earlier this thing work for many people.
menes fhtagn
Winfield_2
Super Collector

Re: Setting up view from Problem module/related Service calls

George,

Thank yo so much the actual field is called Related to, customised by 3rd party vendors.

Solution tried and tested.

cheers
Winfield_2
Super Collector

Re: Setting up view from Problem module/related Service calls

within the filter field, advanced tab *type*

in related;service call.
//Add this to "OnDomLoad" event