Hi guys,
On SD 7.1 we had some columns regarding Classification Category of an incident in table ServiceDeskIncidentManagement corresponding to each level of category selected on that particular incident. That was great because here we based our symptoms by those levels (category1, category2, category3, and so on) and we could measure it using reports based on SQL.
Well, now on SD 7.5, table ImIncidentTicket has only one column corresponding to that info: Classification, similar to merged_classification_text on SD 7.1.
Does anyone know a way we could reproduce those kind of reports on SD 7.5? Without using much advanced SQL. I tried using CHARINDEX inside a SUBSTRING, and it worked, but only for the first level of classification, for second level and so on it got too much confusing. For what I researched around, it could work only calling a function, but that's too much and I'm not sure it would work on a console-based-report (I guess if I created a VIEW with that query and configured as workflow profile it would work, but not sure).
Anyone has any good ideas?
Thanks a lot!
Rafael Fontana