Searching for contacts associated with Special Handling

Products

• CA Service Management - Service Desk Manager
• CA Service Desk Manager
• ServiceDesk

Issue/Introduction

When you've associated some users with Special Handling and you want to list only those specific contacts in a Contact List, you can achieve this by adding a certain specification to the Additional Search Arguments field in the Filter before clicking on Search.

Environment

Service Desk Manager v17.1 and higher

Resolution

1. Determine the ids associated to any new special handling types by running: 
   

   pdm_extract -f "select sym, id from usp_special_handling" 

   
   For example, in Service Desk Manager 17.4, the result from running the command in an out-of-the-box environment is as follows:
   

   TABLE usp_special_handling  
   sym id  
   {"VIP","1001"}  
   {"Vision Impaired","1002"}  
   {"Customer Renewal in Progress","1003"}  
   { "IT Helper" ,"1004" }
   usp_special_handling  
   rows: 4

2. Based on the above example, add the following string to the Additional Search Arguments field:
   

   ( cnthandling_list.special_handling IN ( 1001, 1002,1003, 1004 ) )