My initial call screens

[lestersc]

Here is the initial call screen for our SC4.0.0 system. We use the same basic layout for all our departments but the chart in the upper right of the screen changes for each dept. This allows them to see how many tickets they have open to their dept by severity. It also give them a quick way to view, update or close a ticket by clicking on the severity button.

[ambarnes]

It's pretty interesting to see some of your customized graphics being used. I do like the severity graph you've integrated.

For our setup, our primary help desk just uses the incident queue screen as they are members of almost every subgroup, so they can keep tabs on what's going on around the department/company.

We don't have have enough departments/people utilizing the system to make it viable yet, but such a graph might come in useful in the future. Could you tell us a little more about how it works?

[lestersc]

To get a chart to work it has to be done on a menu screen if you want to have it linked with buttons. On our initial screen I had to add it to the (cc.first) screen to get it to work.

You have to setup stored queries for each variable you want to use in the chart, then you creat a define agent for the chart. When this is complete you make the chart in forms designer, and enter the button commands and remark statements for the marquees in the menu setup screen. Then you goto the display screen and add a option for each button you want on the chart using the RAD app (query.stored) and the query you added.

Once this is done just assign the input for the chartto be $CHARTXXXXX in forms designer. (Where XXXX is the unique name for the chart.) Then make sure that the button id start with field on the chart is set to the first button id you setup in the menu record for the screen.