SDM version 12.7.
We have a basic BOXI report that includes various fields from the call_req table. One of those fields is the 'Group' field from the ticket. For the over 1,000 group contact records that we have in our system, we now have a requirement to identify if the group is a 'Corporate' group or a 'Division' group, and include that field in this report. There doesn't seem to be very many fields from the group contact that are included in the call_req table to use in this report, other than the group field and the 'group userid' field (which I'm not sure what that is, since the group contact record doesn't even show a userid field). The field that is on the contact record that would work great for us would be the Location field, because our location table has values that would tell us if it's 'Corporate' or 'Division'. So my question is this: Is there a way to make the Location field on the contact record accessible from the call_req table in the universe that BOXI uses? If not, are there any other suggestions as to how we might accomplish what we're needing to do?
SDM offers an Attribute Aliases for similar requirements. Some help on the same is here (its 12.9 doc, but same logic applies for all of 12.x). https://support.ca.com/cadocs/0/CA%20Service%20Desk%20Manager%2012%209-ENU/Bookshelf_Files/HTML/CA_Service_Desk_Manager_Help_ENU/attr_aliases.html
Since your group has location value that you want to report against, an attribute alias like this might help:
Object Name cr
Alias Name group_location
Alias Value group.location
Create a new object in your universe in CR Details class, group_location and point it to cr.group_location. Report against it.
Wow, I'm not sure why I didn't get emailed about your reply --- but I just now saw this, and have created the alias in our test environment... Now to see if my reporting person knows how to add it to the universe. Thanks a lot for the solution! Tammy
Hi - I'm Joyce Lilie - I work with Tammy Zadell and I do the BOXI reporting. I was able to add the group_location object to our derived universe, exported the universe but I get an error message when I try to run the report query. It says the the group_location has an invalid data type. The data type for the object is Character. I'm I missing a step?
Sorry Joyce and Tammy. I goofed up in the original recommendation.
I believe it should be something like:
Alias Name group_location_name
Alias Value group.location.name
Basically we need to pull the Name of location which is a character. Just location as I suggested previously is a UUID and thats probably why the error you obtained.
Not sure what happened to my email reply to this that was sent last evening though.
Thanks that worked. I was able to create the object in the universe and I can now report on that object.
Glad it helped out.
Tammy, if this is resolved, may I request you to mark this as Resolved?