KACE Product Support : Service Desk report for Ticket Count all statuses by owner, last 31 days and YTD

Service Desk report for Ticket Count all statuses by owner, last 31 days and YTD

I need to generate two reports that will show ticket count in all statuses by owner and the other by submitter last 31 days and YTD. Looking to show heavy hitters in ticket submitting and those having to handle them. Thank you in advance for your assistance with this.

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Answers (1)

Posted by: h2opolo25 9 years ago

Here's a starter... just change the fields around to get what you want.

select ifnull((select FULL_NAME from USER where T.OWNER_ID = USER.ID),' Unassigned') as 'Owner Name', count(*) as 'Total Open Tickets'

from HD_TICKET T

left join USER U on U.ID = T.OWNER_ID

left join HD_STATUS S on S.ID = T.HD_STATUS_ID

where S.NAME not rlike 'Closed|Resolved'

group by T.OWNER_ID

order by count(*)

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