Traffic Lights – Calls On Hold

A while back I posted an article on how to implement the traffic light concept in Service Desk Express (http://www.joatit.com/wordpress/?p=69). When I implemented this for our contracts the immediate response was “Great but…Can you make the tickets on hold go a different colour?”

Isn’t it nice to be able to say “Of course!” Here is how:

(CASE WHEN (SELECT "STOPTHECLOCK" FROM "_SMDBA_"."_UDSTATUS_" WHERE "SEQUENCE" = "BASE"."SEQ_UDSTATUS:") = 1 THEN 'On Hold' WHEN GETDATE() > "RECOMMENDEDFIX_DATE:" AND GETDATE() < "DUE_DATE:" THEN 'Warning' WHEN GETDATE() > "DUE_DATE:" THEN 'Critical' ELSE 'Normal' END)

Hope it helps. As always, please keep the feedback coming. It makes sure that what I am posting is of relevance and interest to the people reading.