what Custom list to edit for escalation rule

 
Author
Message
Elite SysAider
234
 
Hello everyone,

I need to build 3 escalation rules based on a client contract.

We have a lot of clients (company's) with 3 types of contract.
1: Gold
2: Silver
3: bronze

Now I need to make a custom list for this 3 types. No problem.
Although I don't know what custom list I need to edit.

On the user management tab I added all the companys in the company tab.
There I need the Custom list where I can choose which type of contract a particulair company has.
I made that custom list and that works ok.

Now when I look in the escalation tab I see an expression builder.
There I can build an Expression which tells; if the company has a particulair contract, the escalation rule is treu.
But I can't see the custom list in the roll out menu.

Can anybody shine a light on this..

Kind regards,
René

This message was edited 2 times. Last update was at Nov. 01, 2008 07:32 PM

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SysAid Mod
250
 
I'm not sure if I understood your problem correctly, but it might be similar to one I faced a while ago:

In an older version there were a couple of custom lists using the same name. As far as I know this is fixed today but since the translation file is not automatically updated this might not apply for you. I solved this by editing the translation file myself. If you search for cust_list you'll find all the custom lists for the help desk, the project module, etc. Just rename them with unique names and you should be able o distinguish between the lists.
Elite SysAider
234
 
HAha thanks,

This question is a bit strange indeed.

This morning I already did what you just said.
I renamed all the Custom List files from 1, 2, to a,b,c,d, etc.
Now I noticed I must Use the Cutsom list File C.
Again this does not solve my problem. LoL.
The Custom list C does not appear on the Exprsion builder drop down menu. grrrr

I see some other Custom lists. D+E but they won't show up on the Company tab..
I know now what I had in mind is not possible (I Guess)

Kind regards,
René
Take a look at my 3D creations and here is a little animation I made
SysAider
24
 
Hello René

Escalation rules are based on properties of the service request in question. So the custList item available in the expression builder is the one of service requests. Company is a property of a service request but a company's custList is not I'm afraid.
I would suggest that you build expressions like (Company = abc Or Company = bcd) to include all companies with one type of contract in one rule. Of course there is a higher level of maintenance required as you have to keep them updated on all new/changed contract types.

Best regards
Andreas
Elite SysAider
234
 
Thanks Andreas.
That's what I was affraid of. Not a great solution do.
I really can't understand why somthing simpel as I want, can't be implemented they way I want.
I can't believe we are the only ICT Company with this problem.


anyway thank you for the reply.....

Kind regards,
René

Take a look at my 3D creations and here is a little animation I made
SysAider
43
 
How about using user groups?
define your three level groups and make sure your end users are attached to that group.
it exists in the escalation rules

Elite SysAider
234
 
Thanks for the reply.
Sounds like a good solution but,
I don't know what version of sysaid you use but here I only have an admin group to choose and not a users group.
Not on the main escalation page and not in the expression builder as well.

Kind regards,
René

This message was edited 1 time. Last update was at Nov. 01, 2008 07:32 PM

Take a look at my 3D creations and here is a little animation I made