I am new to KACE and IT Ninja.
Does anyone know of a way to create a report (SQL or Wizard) in the K1000 to list ticket creators (Not submitter or owners).
Example:
I open a ticket and change the submitter to user x. I want a report that shows the creator of the ticket.

On K1000 6.0
Thank you in advanced.
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  • Thank you grayemetter.
    I am not familiar with SQL. I got the following error.

    mysql error: [1064: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near 'more at: http://www.itninja.com/question/k1000-custom-reports#sthash.uxCaPOLu.dp' at line 7] in EXECUTE(
  • itninja adds a comment to the end of items that are copied from the website. If you remove the "- See more at: http...." it should work.
  • Thank you very much for the information.
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Here is our report for counts of tickets created in the last 30 days by entrant.  This should help get you started.

select USER.USER_NAME, count(HD_TICKET_CHANGE.ID) as Tickets_Created from HD_TICKET_CHANGE
INNER JOIN USER ON USER.ID = HD_TICKET_CHANGE.USER_ID
where description like "Ticket Created%"
and timestamp > date_sub(now(), interval 30 day)
group by USER.USER_NAME
order by USER.USER_NAME

Answered 07/23/2014 by: grayematter
Fourth Degree Black Belt

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That maybe tough to do since the information is created when you save the ticket. If you are changing the submitter before you save, then the ticket doesnt record you as as the submitter and then the changes.

A good work around would be to create a custom field in the queue that only you and your staff see. If they open a ticket for someone, they have to select their name as the creator from that custom field. The submitter will be the person with the problem. Then you can use the wizard to report on that field and group by that field. 
Answered 07/23/2014 by: nshah
Red Belt

  • The HD_TICKET_CHANGE.USER_ID is the ID of the logged in user making the change. And from what I have experienced, creating a ticket is logged as a "change." We use this quite a bit as our help desk tickets are entered by student workers answering phones and emails.
    • Nice...."The more you know....."
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