I'm trying to make a report that shows a yearly number of tickets submitted and organized by queue. We're trying to pinpoint which queues get the most tickets submitted to them over the course of the year. Anyone have any ideas?
2 Comments   [ + ] Show Comments

Comments

  • Are you looking for the initial queue for the ticket or the resulting queue? In our case, we want the resulting queue as the bulk of our tickets are created by our student aides in our Help Desk queue and forwarded to other queues as appropriate.
    • The initial queue should work for what I'm looking to do with it. We have our users submitting their own tickets a majority of the time and want to identify the most used queues.
      • Though, the resulting queue could work as well. I'd just need to look at the output to say for sure.
  • I've been able to modify the 30 day default report for closed tickets to show me tickets for the year and give me the queue id, but I've yet to figure out how to link that back to queue name.
    • You need to add a join to the HD_QUEUE table:
      JOIN HD_QUEUE on HD_QUEUE.ID = HD_TICKET.HD_QUEUE_ID

      You can then select HD_QUEUE.NAME for the queue's name.
      • Thanks for the solution. My syntax was apparently off on joining the table.
Please log in to comment

There are no answers at this time

Answers

Answer this question or Comment on this question for clarity

Share