Critical Incident widget

[Alisha]

Hello,

Happy New Year! I have a datalist widget to show all open Critical Incidents, the Fix By time and the Team it's assigned to. Is there a way of changing the text colour to red if the Incident is about to breach in one hour's time? Or an alternative way of displaying this information?

Many thanks,
Alisha

[Bob Dickinson]

Hi @Alisha

Unfortunately we don't have the capabilities currently to be able to change the colour of the text in a "list of data" widget, so this isn't possible right not. 

But I'm thinking maybe you could have a separate widget that is based on the same data (but with some different filtering to only display the requests breach within 60 mins) - and perhaps display next to/underneath your existing widget on a dashboard. Would this work as a compromise?

If so, please could you send me the current SQL you are using in your existing widget and I'll take a look for you.

Kind Regards

Bob

[Alisha]

Hi @Bob Dickinson,

I made a separate widget to show Critical Incidents that will breach in 1 hour. However, when the Incident is still open a day later, for example, it doesn't show on the widget. How could I amend the SQL please?

SELECT h_pk_reference AS Reference, h_ownername AS Owner 
FROM h_itsm_requests 
WHERE h_fixby BETWEEN NOW() AND DATE_ADD(NOW(),INTERVAL 1 HOUR) 
AND h_fk_servicename = 'IT' 
AND h_requesttype IN ('Incident', 'Service Request') 
AND h_fk_priorityname = "Critical"  
AND h_status IN ('status.new', 'status.onhold', 'status.open') 
ORDER BY  h_fixby ASC

Many thanks,
Alisha

[Bob Dickinson]

Hi @Alisha

So to clarify the criteria is for the results to contain both:

1. Tickets that are open and about to breach within the next hour
2. Tickets that are open and have already breached

If so try the following:
 

SELECT h_pk_reference AS Reference, h_ownername AS Owner 
FROM h_itsm_requests 
WHERE ((h_fixby BETWEEN NOW() AND DATE_ADD(NOW(),INTERVAL 1 HOUR)) OR (h_fixby < NOW()))
AND h_fk_servicename = 'IT' 
AND h_requesttype IN ('Incident', 'Service Request') 
AND h_fk_priorityname = "Critical"  
AND h_status IN ('status.new', 'status.onhold', 'status.open') 
ORDER BY  h_fixby ASC

Kind Regards

Bob

[Alisha]

@Bob Dickinson Thank you so much! That is perfect.

 

[HGrigsby]

Thank you both!   That's been really useful