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manish2feb

Activity Log

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Hi,

I have an requirement to fetch the specific activity log like log comment,solution,transfer activity from the Call_Req table with respective to ticket number.

I have gone through the Call_Req table and found that there is no SREL relation between Call_Req and alg table ,attributes present in the call_req table are the brel relationship and doesn't exist in the database level.

I am not sure how to fetch activity data from the call_req table.Please guide me.

Thanks,

Manish

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Hi,

I have an requirement to fetch the specific activity log like log comment,solution,transfer activity from the Call_Req table with respective to ticket number.

I have gone through the Call_Req table and found that there is no SREL relation between Call_Req and alg table ,attributes present in the call_req table are the brel relationship and doesn't exist in the database level.

I am not sure how to fetch activity data from the call_req table.Please guide me.

Thanks,

Manish

The Act_Log table is connected to the Call_Req table by the call_req_id. So if you join the two tables you can report on the Act_Log.

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I think so is posible this SQL view help you is only for Resolve coments at the end is possible you need change the sentence "al.type = 're'" for other type TR for Transfer and other

CODE
create view vw_ComentarioResolucionTicket as

SELECT cr.ref_num AS [Ticket #],

DATEADD(ss, cr.open_date - 14400, '1970/01/01') AS [Fecha Apertura],

DATEADD(ss, cr.resolve_date - 14400, '1970/01/01') AS [Fecha Resolucion],

DATEADD(ss, cr.close_date - 14400, '1970/01/01') AS [Fecha Cierre],

cs.sym AS Estatus,

Af.Last_Name + ', ' + Af.First_name AS [usuario Afectado],

gr.last_name AS Grupo,

Asi.last_name + ', ' + Asi.first_name AS [Asignado a],

cr.description AS Descripcion,

al.description [Comentario Resolucion]

FROM dbo.call_req cr INNER JOIN dbo.cr_stat cs

ON (cs.code = cr.status)

INNER JOIN dbo.ca_contact AS Rep

ON (Rep.contact_uuid = cr.log_agent)

INNER JOIN dbo.ca_contact AS Asi

ON (Asi.contact_uuid = cr.assignee)

INNER JOIN dbo.ca_contact AS gr

ON (gr.contact_uuid = cr.group_id)

INNER JOIN dbo.ca_contact AS af

ON (af.contact_uuid = cr.customer)

INNER JOIN dbo.prob_ctg pc

ON (pc.persid = cr.category)

LEFT JOIN dbo.ca_owned_resource cor

ON (cr.affected_rc = cor.own_resource_uuid)

LEFT JOIN dbo.ca_location cl

ON (cl.location_uuid = af.location_uuid)

LEFT JOIN ca_resource_department CRD

ON (AF.DEPARTMENT = CRD.id)

LEFT JOIN ca_organization co

ON (co.organization_uuid = af.organization_uuid)

LEFT JOIN ca_organization cao

on (cao.organization_uuid = af.admin_organization_uuid)

LEFT JOIN ca_contact su

on (su.contact_uuid = af.supervisor_contact_uuid)

LEFT JOIN srv_desc sd

on (pc.service_type = sd.persid)

left join act_log al

on (al.call_req_id = cr.persid and

al.type = 're')

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Thanks for your response.

I want to run a simple query to fetch the activity log details from the call_req table for a particular incident from the additional argument option.

Any idea how to relate the call_req table to activity log table.

Thanks,

Manish

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Hi,

We are trying to build a process in CA process automation to fetch the specific activity log from the incident and will forward these details to a third party system to notify the customers.

We have web service method like do-query,do-select which can be used to fetch these details from CA Service desk Manager but i am not sure what should be request parameter or where clause to get those details from Call_Req table.

Please guide me.

Thanks,

Manish

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Understand that the activity log details are not stored in the call_req table. The activity log details are stored in the act_log table. The act_log table is related to the call_req table (act_log.call_req_id = call_req.persid). Once you have the persistent_id (persid or handle) of the incident, you can query all the act_log records associated with that incident.

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