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KACE Product Support Question


Creating Service Desk Reports: Last X days by Location, Top Problem Users

08/03/2020 140 views

Howdy all,


As I'm getting used to using the service desk, I'm also trying to create the reports my upper management will want.  I can already do reports for Open tickets by Owner, Closed tickets last 7 days by Owner, ect. 


What I'm trying to figure out is how to show:

    1: How many tickets opened the last 7 days by location

    2: How many tickets opened the last 7 days by Affected User

        What I would really like if possible is who are the top 5 problem usere over the last 7 days.  Meaning what are the top 5 users that had the most tickets opened for them over the last 7 days.


Any help would be most appreciated.


Thanks

Answer Summary:
3 Comments   [ + ] Show comments

Comments

  • How are you recording location? Is it directly in the ticket, or the location of the device or from the user record?
  • There is a location drop down menu in the template.
    • Ok, so a custom field drop down in the ticket, which field number is it set as?
  • From looking at configuration the field name is CUSTOM_1 and the label is Location

Answer Chosen by the Author

0

Try this one for your location report, break the report on your location field

SELECT

HD_TICKET.CUSTOM_FIELD_VALUE0,

HD_TICKET.ID 

FROM HD_TICKET 

WHERE (HD_TICKET.HD_QUEUE_ID = X) AND

(((TIMESTAMP(HD_TICKET.CREATED) <= NOW() AND TIMESTAMP(HD_TICKET.CREATED) > DATE_SUB(NOW(),INTERVAL 7 DAY)))) 

ORDER BY CUSTOM_FIELD_VALUE0

Answered 08/05/2020 by: Hobbsy
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