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KACE Product Support Question


I currently have a report that is pulling total hours work and work notes I am wanting to get it to pull the ticket type also

06/24/2020 123 views

Here is what my current report looks like:

SELECT USER.USER_NAME, W.HD_TICKET_ID,

substring(W.NOTE,1,1200) as NOTE,

(SUM(format((time_to_sec(timediff(stop, start)))/3600.0 + ADJUSTMENT_HOURS,2))) as TOTAL_HOURS_WORKED

FROM ORG1.HD_WORK W

JOIN USER on W.USER_ID = USER.ID

WHERE W.STOP > DATE_SUB(NOW(), INTERVAL 7 DAY) 


GROUP BY W.HD_TICKET_ID

3 Comments   [ + ] Show comments

Comments

  • When you say ticket type, do you mean category?
  • No on ours we have the Category and then we have ticket Type which is what we use for SLA's
    • What field are you using for that? A custom field? Priority? Impact?
  • It is Priority I used the wizard and was able to get it to pull the ticket types but I need to no how to combine the two reports. This is the one I got when I used the wizard
    SELECT HD_PRIORITY.NAME AS PRIORITY
    FROM HD_TICKET
    JOIN HD_PRIORITY ON (HD_PRIORITY.ID = HD_TICKET.HD_PRIORITY_ID)
    WHERE (HD_TICKET.HD_QUEUE_ID = 27 )
    Hope you can help me get the two combined

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