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Incident workspace primary key for contact

Accepted answer
edited Apr 18, 2019 5:55AM in Agent Desktop 4 comments


Report in workspace to show open incidents for chosen contact


Hi all :-)

I received the request from the customer to show the number of unresolved incidents as a number on the tab header and when clicking on the tab it would show the incidents. So far so good :-)

  • Report with a runtime filter on incidents.c_id to get the primary key
  • Workspace setting to have the report run on workspace load to get the number on the tab header

All fine, customer happy right? :-)

I then received an interesting followup request...
"When we create a new incident and choose a contact, the report shows empty. We would also like to see the number of incidents before we save the incident so we don't create any double entries for this contact. Is this possible?"

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