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KACE Product Support Question


K1000 monthly report that includes outstanding un-closed reports from previous months.

07/01/2016 1011 views
I'm trying to create a monthly status report that includes all un-closed tickets from previous months. 

This would allow me to track monthly progress and see what outstanding reports need to be addressed from previous months. 

I've only been able to figure out how to create a monthly status report, but it does not include previous un-closed tickets. 

Does anyone know how to do this?

This is what I've have for monthly reports so far (it includes the date created, category, and location):

SELECT HD_STATUS.NAME AS STATUS_NAME, HD_TICKET.CREATED, HD_CATEGORY.NAME AS CATEGORY, HD_TICKET.CUSTOM_FIELD_VALUE1, HD_TICKET.CUSTOM_FIELD_VALUE2  FROM HD_TICKET  JOIN HD_STATUS ON (HD_STATUS.ID = HD_TICKET.HD_STATUS_ID) JOIN HD_CATEGORY ON (HD_CATEGORY.ID = HD_TICKET.HD_CATEGORY_ID) WHERE (HD_TICKET.HD_QUEUE_ID = 14) AND ((HD_TICKET.CREATED > '2016-06-01 11:03:42') AND (HD_TICKET.CREATED < '2016-06-30 11:03:42'))  ORDER BY STATUS_NAME






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It sounds to me that you want to capture all tickets not in a "closed" state and then order them as you wish. You can create this report pretty easily with the reporting wizard. In the filters section just select all tickets where the status is not equal to your closed status. In my case I had two closed status, namely closed and resolved


SELECT HD_TICKET.CREATED, HD_TICKET.SUMMARY, HD_TICKET.ID  FROM HD_TICKET  JOIN HD_STATUS ON (HD_STATUS.ID = HD_TICKET.HD_STATUS_ID) WHERE (HD_TICKET.HD_QUEUE_ID = 21) AND ((HD_STATUS.NAME != 'Resolved') AND (HD_STATUS.NAME != 'Closed'))  ORDER BY CREATED

This results in a report of all open tickets

Answered 07/05/2016 by: Hobbsy
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