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.

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3 thoughts on “Traffic Lights – Calls On Hold

  1. Hi Alan,

    Just somthing to think about where people may use the manual Stop The Clock / Start The Clock from the actions menu the code above would miss this.

    Better to evaluate if the Clock Stop Time field is null or not in Incident?

    Andy

  2. Hi Andy,

    Excellent point. Also has the advantage of a more efficient query. As such the query would be:

    (CASE WHEN “CLK_STOPTIME:” IS NOT NULL THEN ‘On Hold’ WHEN GETDATE() > “RECOMMENDEDFIX_DATE:” AND GETDATE() < “DUE_DATE:” THEN ‘Warning’ WHEN GETDATE() > “DUE_DATE:” THEN ‘Critical’ ELSE ‘Normal’ END)

    Many thanks for pointing this out.

    Regards,

    Alan

  3. Pingback: More Traffic Lights | JOATIT

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