Instructions: On how to customize the matrix to show Due Date information

 
Author
Message
SysAid CEO
617
 
The following instructions vary by the database type you are using with SysAid. To check which database type you are using, go to Preferences > About.

To create a filter for due date on the help desk list (which will also affect the Matrix), go to the list (Help Desk > List or Service Desk > Incidents) and switch to the DEFAULT view (on the top bar).

Within the DEFAULT view, click the Customize List button (blue cogwheel icon) and then click Add right next to the Filter Menus box. In the succeeding window, enter the following:

If you are using derby:
1. In the Name field, enter “Due Date”.
2. In the Filter caption field, enter “Within Due Date”. In the Filter expression field, enter “( due_date is null or due_date > current_timestamp or due_date > close_time )”. Click Add.
3. In the Filter caption field, enter “Overdue”. In the Filter expression field, enter “( due_date is not null and ( due_date < current_timestamp or due_date < close_time ) )”. Click Add.
4. Click Close > Save.

If you are using mysql:
1. In the Name field, enter “Due Date”.
2. In the Filter caption field, enter “Within Due Date”. In the Filter expression field, enter “( due_date is null or due_date > curdate() or due_date > close_time )”. Click Add.
3. In the Filter caption field, enter “Overdue”. In the Filter expression field, enter “( due_date is not null and ( due_date < curdate() or due_date < close_time ) )”. Click Add.
4. Click Close > Save.

If you are using mssql:
1. In the Name field, enter “Due Date”.
2. In the Filter caption field, enter “Within Due Date”. In the Filter expression field, enter “( due_date is null or due_date > GETDATE()or due_date > close_time )”. Click Add.
3. In the Filter caption field, enter “Overdue”. In the Filter expression field, enter “( due_date is not null and ( due_date < GETDATE() or due_date < close_time ) )”. Click Add.
4. Click Close > Save.

If you are using oracle:
1. In the Name field, enter “Due Date”.
2. In the Filter caption field, enter “Within Due Date”. In the Filter expression field, enter “( due_date is null or due_date > sysdate or due_date > close_time )”. Click Add.
3. In the Filter caption field, enter “Overdue”. In the Filter expression field, enter “( due_date is not null and ( due_date < sysdate or due_date < close_time ) )”. Click Add.
4. Click Close > Save.

The filter should appear on the list. Also, if you go to the Matrix, you should have the option to set the distribution by due date.

For more assistance please contact our support team