Remove closed cases from incident matching on escalate.
Hi - I was wondering if it is possible to remove closed cases from the list generated by RAD application - incident.maching and script SolutionMatching so that it will only show the open cases and remove closed cases?
Currently running on 9.32 with PD 9.30.3 installed.
Re: Remove closed cases from incident matching on escalate.
With PD4 (9.30.3) the field matching comparisons are defined in the imMatchQuery table. Those records do not support the addition of a filter to restrict matching to only open records.
Option 2: If you look at the Problem & Known Error matching, they are prompting for all, pm. ke, but I can't figure out how they are modifying the resulting query. But if you hack through that it may provide a way to do something similar to filter by active, inactive, all.
Option 3: If those don't work, you could also do a messy but easy alternative: for any open record copy the service and affected CI into two new fields (call them openService and openCI) and at close, clear the fields. Then update/replace the matching queries to work against your new fields instead of the originals. (It's not elegant). Note that you absolutely would want to define a dbdict key/RDBMS index for the openService and openCI fields if you used this approach.