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KACE Product Support Question


Does anyone have the SQL for reporting Open help desk tickets by Location?

04/15/2015 1117 views
I would like a report listing open tickets by location but do not see location as a field to list in the Wizard. 
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Location is not a standard field that is contain in the helpdesk queue, if your ticket has a location field the chances are it will be a custom field.

Go into your configuration and edit the queue to confirm if this is the case.

If it is a custom field you can manually add this to the SQL, just remember that the custom field value in the UI decrements by 1, so Custom_12 in the UI is HD_TICKET.CUSTOM_FIELD_VALUE11 in the database

Answered 04/17/2015 by: Hobbsy
Red Belt

  • the location field I am speaking of is in the user details. How do I query tickets by location instead of by user?
    • That depends on what information you are trying to report on. Again Location is not a default within a ticket, if you want a field that the service desk tech can select a location from you must do this with a custom field.

      If you are saying that you have location in your user record, and that when the user "Joe Bloggs" logs a ticket you want to know the location in his user record, then again this will need to be done with a custom field that looks up the location value for the selected submitter.

      I have found from experience that having a location field that can be selected is usually preferable if you have a mobile work force, that way you are not sending a tech out to the default location as the user may be in another office, or worse still the AD has not been updated since they moved and Helpdesk is inserting old data.

      Hopefully that makes sense

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