Queries

There is a linking object in the Configuration Management module called Published Config Item. This provides the Published Users collection on the Configuration Management\Configuration Item object, and the Published Configuration Items collection on the System\User object. These collections enable you to create queries to list the services published to a user, and to list the users that a service is published to.

In addition to the queries described below, there are default queries for the main objects in the Request Management module. These default queries have names of the form Request - <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.

All Requests

Purpose:

Lists all service requests

Prompts:

None

Fields displayed:

Extended ID, Title, Requested For, Current Status, Creation Date, Request Type

Criteria:

None

Asset Manager - Hardware Requests

Purpose:

Lists all service requests for hardware that are awaiting allocation

Prompts:

None

Fields displayed:

Creation Date, Created By, Status, Request Title, Category, Asset Type, Asset Class Sub Type. Asset Requested, Response Level, Severity, Severity Last Update

Criteria:

Configuration Item Requested.Class Type.Title is one of (Laptop, Workstation, Printer, Mobile Device, Monitor, Server, Network Device)
AND Status.Title is one of Awaiting Allocation

Asset Manager - Software Requests

Purpose:

Lists all service requests for software that are awaiting allocation

Prompts:

None

Fields displayed:

Creation Date, Created By, Status, Request Title, Category, Asset Class, Asset Class Sub Type. Asset Requested, Response Level, Severity, Severity Last Update

Criteria:

Configuration Item Requested.Class Type.Title is one of (Software Product)
AND Status.Title is one of Awaiting Allocation

My Group's Request Tasks

Purpose:

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

Prompts:

None

Fields displayed:

Extended ID, Serial Number, Title, Lifecycle, Latest Assignment User, Creation Date

Criteria:

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

My Group's Request Workload

Purpose:

A list of requests for the current group

Prompts:

None

Fields displayed:

Color, Extended ID, Title, Status, Configuration Item, Raised By, Latest Assignment User, Creation Date

Criteria:

Latest Assignment Group is Current Group
AND Status.Is End is equal to (false)
AND Status.Is Completion is equal to (false)
AND Status.Title is equal to (To Withdraw)

My Group's Unassigned Request Workload

Purpose:

Lists all open requests assigned to my current group that are not assigned to a user

Prompts:

None

Fields displayed:

Color, Extended ID, Title, Status, Configuration Item, Raised By, Creation Date

Criteria:

Status.Is End is equal to (false)
AND Latest Assignment.Group is Current Group
AND Latest Assignment.User is Null

My Open Requests

Purpose:

Lists open requests logged by the current user

Prompts:

None

Fields displayed:

Extended ID, Title, Creation Date

Criteria:

Raise User is Current User AND Status is equal to Open

My Request Workload

Purpose:

A prioritized list of requests for the current user

Prompts:

None

Fields displayed:

Color, Extended ID, Title, Status, Configuration Item, Raised By, Creation Date

Criteria:

Latest Assignment User is Current User
AND Status.Is Completion is equal to (false)
AND Status.Is End is equal to (false)
AND Status.Title is equal to (To Withdraw)

My Subscribed Services

Purpose:

Lists all services subscribed to by the current user by listing the Requests at a completion status where the CI requested is a request once item

Prompts:

None

Fields displayed:

Title, Creation Date

Criteria:

Raise User is Current User
AND Status.Is Completion is equal to True
AND Configuration Item Requested.Request Once is equal to True

Open Requests

Purpose:

A list of open service requests

Prompts:

Raise User, Status, Creation Date, Catalog Hierarchy Category

Fields displayed:

Reference Number, Title, Requested For, Status, Creation Date, Request Type

Criteria:

Status is one of: Open, Access Being Enabled, AD Account Being Created, Authorized, Awaiting Authorization, Awaiting Confirmation, Awaiting IT Authorization, Awaiting Manager Authorization, Awaiting Service Authorization, Checking Stock Availability, Out of Stock, Password Being Reset, Provisioning, To Withdraw, With Asset Management System, Awaiting Business Authorization

Request – Escalation Points

Purpose:

Default query for Request Escalation Points

Prompts:

None

Fields displayed:

Title, Created date, Expiry Date Time, Is Breach

Criteria:

None

Request – Reminders

Purpose:

Default query for Request Reminders

Prompts:

None

Fields displayed:

Subject, Send Date

Criteria:

None

Request – Task Assignments

Purpose:

Default query for Request Task Assignments

Prompts:

None

Fields displayed:

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

Criteria:

None

Request – Task Reminders

Purpose:

Default query for Request Task Reminders

Prompts:

None

Fields displayed:

Subject, Send Date

Criteria:

None

Request Lookup

Purpose:

A prompted search for service requests

Prompts:

Raise User, Status, Creation Date, Catalog Hierarchy Category

Fields displayed:

Extended ID, Title, Requested For, Current Status, Creation Date

Criteria:

Raise User is equal to <prompt user>
Status is equal to <prompt user>
Creation Date is between <prompt user>
Catalog Hierarchy Category is equal to <prompt user>

Request Mode

Purpose:

A list of Bundles or Services in Service Catalog

Prompts:

None

Fields displayed:

Title

Criteria:

Class Type is equal to Bundle
OR Class Type is equal to Service
AND Business Service is equal to true
AND In Service Catalog is equal to true

Request Workload List

Purpose:

A prioritized list of service requests

Prompts:

None

Fields displayed:

Extended ID, Priority, Class, Request Type, Raised By, Group, Analyst, Assignment Date, Assignment Number, Title, Status

Criteria:

Current Assignment User is Current User OR
Current Assignment Group is Current Group OR
Current Assignment Group is null

Requests Awaiting Authorization

Purpose:

Lists service requests that are awaiting authorization

Prompts:

None

Fields displayed:

Extended ID, Title, Requested For, Current Status, Creation Date

Criteria:

Status contains Authorization

Requests Awaiting Stock Check

Purpose:

Lists service requests that are awaiting a stock check

Prompts:

None

Fields displayed:

Extended ID, Title, Requested For, Current Status, Creation Date

Criteria:

Status is equal to Checking Stock Availability

Requests Being Provisioned by my Group

Purpose:

Lists service requests that are being provisioned by my group

Prompts:

None

Fields displayed:

Extended ID, Configuration Item, Raise User, Last Update Date

Criteria:

Latest Assignment.Group is Current Group
AND Status is equal to Provisioning

Requests By Status

Purpose:

Lists open requests grouped by status.

Prompts:

None

Fields displayed:

Color, Extended ID, Title, Status, Configuration Item, Raise User, Latest Assignment Group, Latest Assignment User, Creation Date

Criteria:

Status.Is End is equal to (false)

Requests Closed Today

Purpose:

Lists service requests that were closed today

Prompts:

None

Fields displayed:

Extended ID, Summary, Requested For, Status, Creation Date, Request Type

Criteria:

Closures.Creation Date Is Today

Requests Logged Today

Purpose:

Lists service requests that were logged today

Prompts:

None

Fields displayed:

Extended ID, Summary, Requested For, Status, Creation Date, Request Type

Criteria:

Creation Date Is Today

Requests to Provision

Purpose:

Lists service requests that are awaiting provisioning

Prompts:

None

Fields displayed:

Extended ID, Title, Requested For, Current Status, Creation Date

Criteria:

Status is equal to Provisioning

Unconfirmed Delivered Services

Purpose:

Lists services that have been fulfilled, but not confirmed by the end-user

Prompts:

None

Fields displayed:

Extended ID, Title, Creation Date

Criteria:

Status is equal to User Confirmation