I'm wondering if anybody out there has found a nifty way arround this minor issue.
Our help desk staff would like to have more that just 20 names shown in the drop down list when creating a ticket.
The use the filter and sometimes will not find the name in the list of 20 beacuse the active directory show it differently.
I have asked Kace about this and they said a longer list would slow the performance of the box.


So is there a way arround this?

thanks.
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The way around this is exactly as you've described - use the filter box. There is no way to increase the number of displayed results above 20.
Answered 02/17/2010 by: airwolf
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I'd like to add something... It would be possible to hide the submitter or owner field and use one of the 15 available custom fields instead. You could then use a mutliselect or single select dropdown. Although, I believe the single select still filters if there are more than 20 results. The issue with using the multiselect is that the user can select more than one option. However, this would display the entire list.

All of this would require custom SQL rules if you want anything to happen as a result of the selection in this field.
Answered 02/17/2010 by: airwolf
Tenth Degree Black Belt

  • is there any way to have the best of both worlds? I want a single select field WITH the filter option, is this possible?
    • Unfortunately, in the current 5.4 SP1 release this is not an option. The filter functionality is not applied to single-select custom fields, and it is not a specific field type either. Feel free to request this functionality at kace.uservoice.com.
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FYI, to find the person's name you can type in any portion of their username, full name or email address. The drop down list will still only show their full name (or username if fullname is blank) but it will find them correctly.

You may also want to review your LDAP import settings so that the username, fullname and email address fields are populated.

I had one customer do a custom query for a list of users in a custom field. The reason for this is they wanted to search on their extension which was always the last 4 digits in the WORK_PHONE field. In parentheses we put their username for confirmation and a ticket rule automatically set the submitter based on what was chosen in this field.

The query for the field was something like:
select CONCAT(RIGHT(WORK_PHONE,4),' (',USER_NAME,')') FROM USER ORDER BY 1 ASC, USER_NAME ASC
Answered 02/17/2010 by: GillySpy
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Gillspy;
Could you post the ticket rule that is used to set the submitter base? I think this would resolve a request to select user by location.
Answered 02/19/2010 by: kdasanmartino
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Gillspy;
Could you post the ticket rule that is used to set the submitter base? I think this would resolve a request to select user by location.


Below is the basics of rule that deals with my example. It would need to be modified if you wanted to base it on user's location. Also, note that because we are dealing with custom fields the rule will not be the same for all customers.

Read this first [link]http://www.kace.com/support/customer/faq/index.php?action=artikel&cat=8&id=689[/link]

Assuming you're using custom field 1 for the phone field previously posted:
frequency=on ticket save

The select query would be something like:

select HD_TICKET.ID
from HD_TICKET
WHERE HD_TICKET.CUSTOM_FIELD_VALUE0<>'--'


The update query would be something like:
update HD_TICKET JOIN USER ON CUSTOM_FIELD_VALUE0=CONCAT(RIGHT(WORK_PHONE,4),' (',USER_NAME,')')
set SUBMITTER_ID=USER.ID
WHERE HD_TICKET.ID IN =<TICKET_IDS>

note how we use a join to USER to leverage USER.USER_NAME's uniqueness
Answered 02/20/2010 by: GillySpy
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