I'm trying to use the report wizard (I know very little about SQL) to write a few simple reports.  We have 5 separate queues (Phones, Software, Network, Equipment Requests, and Facilities).
So, I would like to have a report that shows all of the tickets that have been open for more than 3 days broken up by queue.  I can accomplish this very easily for a specific queue by selecting the name of a queue for the topic.  However, when I select K1000 Service Desk as the topic - I assumed this was for all of the Service Desks since the other options were each of the individual service desks - I get "No Results" when I run the report.

I have found a workaround but I don't like it.  I can go into the SQL and edit where it says  (HD_TICKET.HD_QUEUE_ID = 5) and change it to  (HD_TICKET.HD_QUEUE_ID > 0)

The problem with this is that once I edit the SQL I can no longer use the wizard to make tweeks to the report.
On a related note, If I do indeed need to edit the SQL in order to make it work, ideally I would like to NOT include the QUEUE with the ID of 8.  

Any help would be greatly appreciated
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  • There is no elegant solution to this issue, the reporting wizard within KACE is only designed to look at a single queue at a time, so actually your workaround is a really good one. All I would suggest is follow these steps:
    - tweek your report on a single queue
    - test and confirm
    - make a copy and then adjust the SQL
    You will at least then still have the copy to go back to and edit using the wizard if you need to make further tweeks
    • Thank you for your response. I guess maybe I should ask for that feature. It would be very useful in our environment.
  • As mentioned, the wizard is not designed to handle multiple queues.

    To queues for a report, you have two options. First, you can include the queues you want. This will need to be modified for any additional queues created that you want to include:
    (HD_TICKET.HD_QUEUE_ID in (1,2,5,9,10))

    The other option is to specify the queues to exclude. This will need to be modified for any additional queues created that you want to exclude:
    (HD_TICKET.HD_QUEUE_ID not in (3,4,6,7,8))
    • Thank you, I hadn't even thought of queues that I didn't want included. I have changed the SQL based on your recommendation and it is working perfectly.
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