When creating a new report after selecting my topic/queue I have the option of ticket info or custom fields. The ticket info has all the usual stuff approval, is parent, survey, technician, time open, time closed etc... It does not have the resolution as an available column.

Is there something I am missing? or is this something that will have to be done as a custom field?
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If you don't see the field your looking for, it would have to be a custom SQL report.

Post your SQL we'll help if you get stuck.
Answered 04/26/2011 by: dchristian
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you will have to forgive me, I am a total n00b on sql. Do I need to go in to the edit sql and copy and paste the sql select statements or the xml format? or something totally different?
thank you
Answered 04/26/2011 by: noname_com
Senior Yellow Belt

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No problem noname_com, everyone is a n00b at some point.

Your going to want to enter your SQL statement and click auto-generate layout to take care of the XML.

I would take a look at Jody's presentation on SQL from this years conference to get you going.

Airwolf also has a great intro document on his K1000 korner.

For a crash course in SQL i would check out w3schools.

Hope this helped, and good luck.
Answered 04/26/2011 by: dchristian
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I know this is an old thread and that there is a planned update to add resolution to the Wizard in 5.4, but has anyone come up with the SQL for this? I made an attempt, but failed miserably.
Answered 02/17/2012 by: omegawhispa
Yellow Belt

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The best way here is to post your SQL so someone can review it.
Answered 02/17/2012 by: scottlutz
Orange Senior Belt

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Ok. Here are a couple SQL statements that i came up with:

SELECT
HD_TICKET.ID,
HD_TICKET.CREATED,
S.FULL_NAME AS SUBMITTER_NAME,
HD_STATUS.NAME AS STATUS,
O.FULL_NAME AS OWNER_NAME,
HD_PRIORITY.NAME AS PRIORITY,
HD_CATEGORY.NAME AS CATEGORY,
HD_TICKET.TITLE, GROUP_CONCAT(DISTINCT HD_TICKET_CHANGE.COMMENT SEPARATOR '\n') AS HD_TICKET_CHANGE_COMMENT_GROUPED,
HD_IMPACT.NAME AS IMPACT
FROM
HD_TICKET LEFT JOIN
USER S ON (S.ID = HD_TICKET.SUBMITTER_ID) JOIN
HD_STATUS ON (HD_STATUS.ID = HD_TICKET.HD_STATUS_ID) LEFT JOIN
USER O ON (O.ID = HD_TICKET.OWNER_ID) JOIN HD_PRIORITY ON (HD_PRIORITY.ID = HD_TICKET.HD_PRIORITY_ID) JOIN
HD_CATEGORY ON (HD_CATEGORY.ID = HD_TICKET.HD_CATEGORY_ID) LEFT JOIN
HD_TICKET_CHANGE ON (HD_TICKET_CHANGE.HD_TICKET_ID = HD_TICKET.ID) JOIN
HD_IMPACT ON (HD_IMPACT.ID = HD_TICKET.HD_IMPACT_ID)
WHERE
(HD_TICKET.HD_QUEUE_ID = 1) AND ((HD_TICKET.CREATED > '2012-02-08 00:00:00') AND (HD_TICKET.CREATED < '2012-02-13 23:59:59'))
GROUP BY
HD_TICKET.ID ORDER BY ID

Select
HD_TICKET.ID,
HD_TICKET.TITLE,
HD_PRIORITY.NAME,
HD_TICKET.CREATED,
HD_TICKET.TIME_CLOSED,
HD_CATEGORY.NAME As NAME2,
HD_STATUS.NAME As NAME1,
HD_TICKET.RESOLUTION,
USER.USER_NAME
From
HD_TICKET HD_TICKET Inner Join
HD_PRIORITY On HD_PRIORITY.ID = HD_TICKET.HD_PRIORITY_ID Inner Join
USER On USER.ID = HD_TICKET.OWNER_ID Inner Join
HD_STATUS On HD_STATUS.ID = HD_TICKET.HD_STATUS_ID Inner Join
HD_CATEGORY On HD_CATEGORY.ID = HD_TICKET.HD_CATEGORY_ID
Where
HD_TICKET.CREATED Between '2012/02/08 00:00:00' And '2012/02/13 23:59:59'
Group By
HD_TICKET.ID
Order By
HD_TICKET.ID

The problem with the first one is that, if I try to add HD_TICKET.RESOLUTION, I get no results even though I get the correct results without it.

The problem with the second one is that somehow I lost how I added two users and now I only get the Owner User, and also, if I add Comment, I get no results again.

If anyone can help, it would be much appreciated. Thanks in advance.
Answered 02/21/2012 by: omegawhispa
Yellow Belt

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