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KACE Product Support Question


KACE Report - Need to build reporting for a Queue

06/09/2017 1214 views
Hello - we have about 3 queues 

I need the following reports:

1.     1) What are outstanding tickets

2.     2) Who owns open tickets

3.     3) How long have they been open

4.      4) How many opened/closed per week

5.      5) Top Tickets by users

a.      By “Created” / last 30 days 

6.      6) Top Tickets by Department

a.      By “Created” / last 30 days 


Any help is much appreciated!

3 Comments   [ + ] Show comments

Comments

  • I'm not sure you'll get all of the above out of one automated report. You may have to settle for running a set of reports then importing the dataset into a BI tool or Excel.
  • Have you attempted making any of these reports with the wizard? Also, please include more details for these requests. For instance, for the first report, what date range for outstanding tickets? All time? This month? This week? All queues? Summary by queue or include the queue name in the list? What other fields should be included? A report with just the ticket numbers won't be very helpful.
  • 1) What are outstanding tickets (All the tickets since the beginning of time.)

    2) Who owns open tickets since the beginning of time.

    3) How long have they been open

    4) How many opened/closed per week (Monthly)

    5) Top Tickets by users

    a. By “Created” / last 30 days

    6) Top Tickets by Department (Since beginning of time)


    SQL statements are a bit foreign to me. Any help would be great.

    Thanks!
    • I'll go ahead and ask again, have you tried using the wizard for these reports? You should be able to create one and two using the wizard.

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