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View type: Tickets

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Ticket type views can display tickets stored within the SSP7 database and uses predefined key words to define the content of the view. These views are the preferred type of views to display tickets within SSP7. In order to make a Ticket type of views work, the following settings need to be made:

Details URL : Internal

Connection Type: Tickets

Query : Define here what content should be displayed within the view.

 Query details

First the general list content should be defined by selecting one of the following options:

MyOpenActions : show all open actions for the current logged in user. These are all the tickets where he is the Actor of the step that is now open in this ticket
MyClosedActions : show all recently closed actions for the current logged in user. These are all the tickets where he was an Actor in this ticket
MyTicketsAsRequestor : Show all open tickets where the logged in user was the Requestor, regardless of the Requested for.
MyTicketsAsRequestedFor : Show all open tickets where the logged in user was the Requested for, regardless of the Requestor.
EmailHasOpenActionInReminder : Steps that have sent a reminder can be used in combination with  MyOpenActions
EmailHasOpenActionInEscalation1 : Steps that are in escalation 1
EmailHasOpenActionInEscalation2 : Steps that are in escalation 1
 

Then additional filters can be applied by adding any of the fields below on separate lines within the Query property:

TicketName=<Formname>. When you enter a form title here, this View will only show tickets from the entered Form. If this field is not provided, the View will show tickets from all forms.
TicketStatus=<Open of Closed>. Enter ‘Open’ or ‘Closed’ if you want to differentiate between open & closed tickets. If this field is not provided, the View will show open & closed tickets.
TicketDateEnded=months:-3. Enter a value to set the time between the current data and the date the ticket ended, expressed in Months or Days. Enter ‘months’ or ‘days’, followed by the value. As a guideline, 3 months is a good value, as in the example above.
TicketDateStarted=days:-5. Enter a value to set the time between the current data and the date the ticket started, expressed in Days. Enter ‘months’ or ‘days’, followed by the value Fields to be shown.
TicketStatus=Open. The View will show all open tickets.
CurrentResponsibleGroup=Group1,Group2,Group3 to filter the view on a predefined set of responsible groups
CurrentResponsibleGroup=#MyGroups# to filter the view on responsible groups in which the current user is a member

Fields: On the Fields tab of the view settings, define the fields that are returned by the defined query and define how these fields are displayed in the view. Use the field names of the datastore parameter.

 Field details

Define the fields from the ticket that are shown in this View. These are the options:

AllSteps : shows a graphical representation of the complete process, so all steps, each step has a color code to indicate the status. This is the same as how Tickets are shown in the Search Results. Each step is in it own column
AllStepsTogether : this method is nearly identical to the one above, only now all lights are merged into 1 column
AllSearchColumns: will show the columns as defined in Search Results Columns ( setting on Process level). Remark : this will only work if all tickets in this View result from the same Process.
TicketNr : the SSP number of the Ticket
TicketDateStarted : Start date of the Ticket
TicketDateEnded : End date of the ticket (if ticket is already closed)
TicketName : Name of the Process
TicketStatus : Indication is ticket is open or closed
OpenStepName : Name of the current active step
OpenStepDateStarted : Start date of current open step
OpenStepStatusImage : image ( colored light) to show status of current active step
OpenStepActorName: Name of the Current Open step Actor
 
RequestedForUniqueId : ID of the User for who the ticket was created
RequestedForFirstname : First Name of the User for who the ticket was created
RequestedForLastname : Last Name of the User for who the ticket was created
RequestedForFirstAndLastname : First Name & Last Name of the User for who the ticket was created
RequestedForEmail : Email of the User for who the ticket was created
RequestedFor-<fieldname> : Any other field of User for who the ticket was created, as defined in SSP
RequestorUniqueId : ID of the User who created the ticket
RequestorFirstname : First Name of the User who created the ticket
RequestorLastname : Last Name of the User who created the ticket
RequestorFirstAndLastname : First Name & Last Name of the User who created the ticket
RequestorEmail : Email of the User who created the ticket
OpenStepActorDelegate : Indicator if the current actor is a delegate
Requestor-<fieldname> : Any other field of the User who created the ticket, as defined in SSP
 

Additionally, any Field from the Form that was used to create the ticket can be inserted. Internal labels as defined in the Form are used to refer to the fields. To add columns, showing these fields, simply add them, using this syntax:

Formfield-<FieldInternalLabel>

 
Finally, you can enter fields from the Process

StepDate-<Path Name>||Started = Start date of the Step
StepDate-<Path Name>||Ended = End date of the Step
StepField-<Path Name>||<FieldName> = Value of that Field

 

Where <Path Name> the path towards the target Step is, so the names of the Steps and DecisionPaths after each other, split by  ||, following the structure of the process definition.

So, for example:

-"StepField-New HR number||New employee number” : is the field "New employee number" from the Step "New HR number".
-"StepDate-D1||Larger than 200||CIO Approval Step||Ended", Gives the end data of the Step "CIO Approval Step" in Decision path “Larger than 200" from step "D1". Always take the names form the default value.