You can run active link table row level selection and put the difference of day in some column field.
Thanks for your kind response.
But the approach is to create a custom field on HPD:Help Desk & this custom field will accommodate the DATEDIFF value for the submit date & current date (To calculate the incident aging)
After retrieving the required value in custom field we need to add this field in the overview console table.
Early response will be highly appreciated.
I can just imagine only one option to update the field Aging for all the incident tickets at the server side is by an escalation object (2 Minutes Interval). You can use Direct SQL action instead of Set fields action for better performance. Care has to be taken to scan the data only for open incidents.
Experts to suggest a better solution.
Then you dont have option than to use escalations on HPD:Help Desk
Thanks for your super fast response.
Anyone having any other approach apart from using escalation. please suggest.
I agree with the escalation. If you are worried about it impacting performance, have it set to run at 2:00 am in the morning. The problem though is the aging of the ticket will not be real time.
The other option is have workflow fire upon Save of incident. This too has issues as the ticket will not necessarily be modified on a regular basis.
I also like the idea by Sidhdesh where your fire the workflow on row level select in the Overview Console table.
Do you not have SLM installed / configured?
You have got better answer from experts, Here are my 2 cents.
I would suggest to extend the DB view and add the aging fields in the view. Which will give the real time results without adding escalation or any other workflow to make your customization complex.
I hope this help.
But requirement is to show the incidents aging in overview console table only.
Thanks for your kind response.
Please could you elaborate more on fire workflow on row selection in the overview console table
Have you taken time to understand how overview console works? I will suggest you to open the overview console form and see which form is used in the overview console table data? and then open that form and how that is build?
Understanding the architecture would give you better understanding for making changes or customization to add custom fields.
Until unless you are on older version of ITSM then you may have to take different approach.
Please include the environment information when you open new discussion thread which helps to provide suggestion related to your environment.
I will not suggest such workflow to create performance issue and not showing the real time calculated age of the incident.
Thanks for your kind update.
Its ITSM 8.1.02 & I am aware of extending the overview console to add custom column/field.
But the concern is that how to show the aging of the incident in overview console table.
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You can check the database union and make change and map it through UI, Its been couple of years being on 9.x, otherwise would have send you steps to hack it on 8.1.x version to implement.
If you are thing to use workflow to populate then it would be performance bottle neck, you may check different approach to implement it.
Making changes in the database view to add aging field and populate in the form will be real time display of the data without workflow.
Only concern with this solution is when you rebuild the database view through UI, it will remove the existing changes. which can handled by hacking the workflow which builds the database union.
Thanks Md Rehman for your kind response.
Regarding your below point:-
"Making changes in the database view to add aging field and populate in the form will be real time display of the data without workflow."
As the requirement is to show the Incident Aging in overview console table only so i believe DB View will not help it out.