How to list tickets for group's manager?
Article ID: 381078
Updated On:
Products
Issue/Introduction
I have a question about listing tickets for group's manager. The idea is: manager of one/or several groups wants to have a way to list all tickets of groups he is managing. Is there a way to do this through scoreboard query or by setting a filter in search form which would label that user as manager (manager_flag)?
Example of stored query we tryed but doesn't work: ((group.[group]group_list.manager_flag = 1) AND (group.[group]group_list.member IN (@cnt.id))) AND active = 1
Environment
CA Service Management 17.X
Resolution
The query which is created would not work. The reason for this is that the group manager flag is actually not a SREL (one-to-one relationship\mapping) but a BREL (one-to-many relationship) which always returns a list, hence the query returns more than what you anticipate to get. This list exists at the object level, i.e. it does not exist in any tables on ServiceDesk MDB(physical) database.
A workaround would be to introduce a customization to the group\cnt table to add a few fields similar to the supervisor field and then use these to mark a person as the manager instead of the OOTB Group Manager flag, since you may have more than one person as the Group Manager.
Customizations are generally Out Of Support Scope.Services team need to be engaged for customization.
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