Queries

This topic applies to systems using a Service Desk or Universal license only.

In addition to the queries described below, there are default queries for the main objects in the Problem Management module. These default queries have names of the form Problem - <object>, and display the Title (or Summary), Created by, and Created date fields. They have no criteria specified. Default queries that differ significantly from this are also included below.

Queries that include the Extended ID attribute (which uses the column heading of Reference) typically also include the ID or Reference Number attribute as a hidden column. This hidden attribute is used for sorting. For more information about extended IDs, see the Designer Guide.

Active Problems

Purpose:

Lists all problems not at an end status

Prompts:

None

Fields displayed:

Extended ID, Creation Date, Title, Status, Current Assigned Group, Current Assigned Analyst

Criteria:

Status.Is End is equal to false

All Problems

Purpose:

Lists all problems

Prompts:

None

Fields displayed:

Extended ID, Title, Creation Date, Status, User, Lifecycle

Criteria:

None

All Open Problems

Purpose:

Lists all open problems

Prompts:

None

Fields displayed:

Extended ID, Title, Category, Problem Impact, Status, Latest Assignment Group, Latest Assignment User, Creation Date

Criteria:

Status.Is End is equal to false
AND Status.Is Completion is equal to false

All Resolved Problems

Purpose:

Lists all resolved Problems

Prompts:

None

Fields displayed:

Extended ID, Title, Category, Problem Impact, Status, Latest Assignment Group, Latest Assignment User, Creation Date

Criteria:

Status.Is End is equal to false
AND Status.Is Completion is equal to true

Latest Problems

Purpose:

Lists Problems sorted by Creation Date

Prompts:

None

Fields displayed:

Extended ID, Title, Creation Date

Criteria:

None

My Group's Problem Tasks

Purpose:

Lists all open tasks on problems that are assigned to my current group

Prompts:

None

Fields displayed:

Extended ID, Serial Number, Title, Status, Creation Date

Criteria:

Status.Is Completion is equal to false
AND Status.Is End is equal to false
AND Problem.Latest Assignment.Group is Current Group

My Group's Problem Workload

Purpose:

Lists all open Problems that are assigned to my current group

Prompts:

None

Fields displayed:

Extended ID, Title, Category, Problem Impact, Status, Latest Assignment User, Creation Date

Criteria:

Status.Is End is equal to false
AND Latest Assignment.Group is Current Group

Problem – Causes

Purpose:

Default query for Problem Causes

Prompts:

None

Fields displayed:

Title

Criteria:

None

Problem – Escalation Points

Purpose:

Default query for Problem Escalation Points

Prompts:

None

Fields displayed:

Title, Created by, Expiry Date, Is Breach, Created date

Criteria:

None

Problem – Reminders

Purpose:

Default query for Problem Reminders

Prompts:

None

Fields displayed:

Subject, Send date

Criteria:

None

Problem – Task Assignments

Purpose:

Default query for Problem Task Assignments

Prompts:

None

Fields displayed:

Title, Created by, User assigned to, Group assigned to, Assignment date

Criteria:

None

Problem – Task Reminders

Purpose:

Default query for Problem Task Reminders

Prompts:

None

Fields displayed:

Subject, Send date

Criteria:

None

Problem Changes Underway

Purpose:

Lists Changes associated with Problems

Prompts:

None

Fields displayed:

Problem Extended ID, Change Extended ID, Change Title, Change Status

Criteria:

Problem.Status.Is End is equal to false
AND Change.Status.Is End is equal to false

Problems Awaiting Change

Purpose:

Lists open Problems that have linked Changes

Prompts:

None

Fields displayed:

Extended ID, Title, Created date, Status, Group assigned to, Analyst assigned to

Criteria:

Status.Is End is equal to false
Changes.Change.Id is not null

Problems By Impact

Purpose:

Lists open Problems sorted by Impact

Prompts:

None

Fields displayed:

Extended ID, Title, Category, Problem Impact, Status, Latest Assigned Group, Latest Assigned Analyst, Created date

Criteria:

Status.Is End is equal to false

Problems By Status

Purpose:

Lists open Problems sorted by Status

Prompts:

None

Fields displayed:

Extended ID, Title, Created date, Status, Group assigned to, Analyst assigned to

Criteria:

Status.Is End is equal to false