/build/static/layout/Breadcrumb_cap_w.png

KACE Product Support Question


A Service Desk Report for all Queue's

04/16/2018 502 views
I need help with a report broken down by all support queues and owners for each queue showing all tickets opened and how long they have been open from creation date. 

Thank you for your time
0 Comments   [ + ] Show comments

Comments


All Answers

0
How is this:
SELECT HD_QUEUE.NAME, OWNER.FULL_NAME, COUNT(HD_TICKET.ID) AS "Open Tickets"
FROM ORG1.HD_TICKET
JOIN USER OWNER on OWNER.ID = HD_TICKET.OWNER_ID
JOIN HD_QUEUE on HD_QUEUE.ID = HD_TICKET.HD_QUEUE_ID
JOIN HD_STATUS on HD_STATUS.ID = HD_TICKET.HD_STATUS_ID
WHERE HD_STATUS.STATE != "closed"
GROUP BY HD_QUEUE.ID, OWNER.ID
ORDER BY HD_QUEUE.NAME, OWNER.FULL_NAME
This will only return ticket counts for owners that have an open ticket.

Answered 04/17/2018 by: chucksteel
Red Belt

0
Here is a version of Chuck's report that will show all tickets and the opened time (in days):
SELECT HD_QUEUE.NAME, OWNER.FULL_NAME, HD_TICKET.ID, HD_TICKET.TITLE,
  DATEDIFF(NOW(),HD_TICKET.CREATED) AS 'Days Opened'
FROM ORG1.HD_TICKET
JOIN USER OWNER on OWNER.ID = HD_TICKET.OWNER_ID
JOIN HD_QUEUE on HD_QUEUE.ID = HD_TICKET.HD_QUEUE_ID
JOIN HD_STATUS on HD_STATUS.ID = HD_TICKET.HD_STATUS_ID
WHERE HD_STATUS.STATE != "closed"
ORDER BY HD_QUEUE.NAME, OWNER.FULL_NAME
Answered 04/26/2018 by: JasonEgg
Red Belt

Don't be a Stranger!

Sign up today to participate, stay informed, earn points and establish a reputation for yourself!

Sign up! or login

Share

 
This website uses cookies. By continuing to use this site and/or clicking the "Accept" button you are providing consent Quest Software and its affiliates do NOT sell the Personal Data you provide to us either when you register on our websites or when you do business with us. For more information about our Privacy Policy and our data protection efforts, please visit GDPR-HQ