User Guide: Add-In - Affected User Tickets

Overview

The Cireson Service Manager Portal Add-In feature is a location for pre-packaged solutions. Simply toggle a solution on, and it is active. Toggle any solution off if you no longer wish to use it. This approach allows for a streamlined, no-code approach to extensibility in the Cireson Service Manager Portal.

Note: For information about the Service Manager Portal Add-In feature and installation process, view the overview article here.

Download Link

The latest version (1.0.0) of this Add-In can be downloaded here.

Note: This version of the Add-In is built and tested against version 10.2.3 of the Cireson Portal. It is recommended you are using that version or higher with this Add-In.

Summary

The Affected User Tickets Add-In appends a place to see the count of the Affected User's other work items. If the count is clicked, a grid is displayed that shows the Affected User's other work items. Clicking on a work item in the grid opens the work item in a new tab.

Settings

KeyDescriptionDefault ValueUseOnIncidentDetermines whether the count of the Affected Users work items will be displayed on Incidents.trueUseOnServiceRequestDetermines whether the count of the Affected Users's work items will be displayed on Service Requests.trueFieldsToDisplay*A comma separated list of fields to be displayed in the grid. The list should not contain any other punctuation or spaces. The fields that can be used are: AffectedUser ,AssignedUser, BaseId, Category, Created, CreatedByUser, LastModified, ScheduledEndDate, ScheduledStartDate, Status, Tier, Title.Title,Status,Category,AssignedUser,CreatedNumberOfTicketsText*This is the text that is shown before the count of the Affected User's items under the Affected User picker.Number of tickets:OnlyTicketText*This is the text that is shown when the Affected User is only the Affected User on the current work item.Only ticket forTicketsForText*This is the text that is shown above the grid. It is followed by the Affected User's Display Name.Tickets forShowInactiveInGridWhen set to true, Closed items for the Affected User will be displayed in the count and the grid.false

* = See screenshots below for additional information

FieldsToDisplay – Fields to Display allows you to determine what fields are present in the work item grid. In this example, the Created field has been removed:

NumberOfTicketsText – Controls the text that is shown before the count in a work item. In this example it has been set to “Number of Work Items: ”

OnlyTicketText – Controls the text that is shown when a user is only the Affected User of the current work item. In this example, it has been translated to Spanish:

TicketsForText – Controls the Title of the window that is opened when clicking on the count. The text is followed by the Affected User’s display name. In this example the text has been changed to “Items for “

Testing and Validation

If experiencing issues, refer to KB Article 2568 for overall Add-Ins troubleshooting steps.
Run through the Add-In’s functionality with default settings.
1. Verify the following:
  1. Verify the “Number of Tickets” text and count are present under the Affected User control for Incidents and Service Requests.
  2. Clicking the Count produces a window with a grid of work items for the Affected User.
  3. Clicking a Work Item from the grid opens a new tab for that Work Item.
As you change settings, go through the above again with browser console open.
1. Verify no error messages.
2. Verify your changed settings behave as expected.
The default field of Created does not have a portal localization and thus appears with asterisks in the default grid. A localization for the Created key can be added from the Localizations page.

Versions

This is the first release of the Add-In. Older versions will appear here as they become available.