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KACE Product Support Question


Report Help: Year End Service Desk Reporting

12/14/2016 613 views
My boss has asked me to come up with a report that shows the number of tickets per category per department for the current year.  I can get part of this to work, but he is only wants the counts, not the details, which is a little more complex than my SQL Skills allow for.  I can get things to break down by department and category, but I can't seem to get the report just say category and a number.  For example, if my department is listed as SSS, and the category is PC, then I want the report to show 20 PC calls for SSS, without listing all of the calls.

Right now my report looks like this:

SELECT
    HD_TICKET.CUSTOM_FIELD_VALUE0, HD_CATEGORY.NAME AS CATEGORY
FROM
    HD_TICKET
        JOIN
    HD_CATEGORY ON (HD_CATEGORY.ID = HD_TICKET.HD_CATEGORY_ID)
WHERE
    (HD_TICKET.HD_QUEUE_ID = 2)
        AND (((TIMESTAMP(HD_TICKET.CREATED) <= NOW()
        AND TIMESTAMP(HD_TICKET.CREATED) > DATE_SUB(NOW(), INTERVAL 1 YEAR))))
ORDER BY CUSTOM_FIELD_VALUE0

This gives me most of what I want, but I would like to just show a category and a number,  EX:  PC 40, instead of listing all tickets for a particular category.
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1
You need to add a count item to the selected columns and then group something. In this case adding count(HD_TICKET.ID) would give you a count of tickets and then group by category. The resulting query would then be:
SELECT 
    HD_TICKET.CUSTOM_FIELD_VALUE0, HD_CATEGORY.NAME AS CATEGORY, COUNT(HD_TICKET.ID)
FROM
    HD_TICKET
        JOIN
    HD_CATEGORY ON (HD_CATEGORY.ID = HD_TICKET.HD_CATEGORY_ID)
WHERE
    (HD_TICKET.HD_QUEUE_ID = 2)
        AND (((TIMESTAMP(HD_TICKET.CREATED) <= NOW()
        AND TIMESTAMP(HD_TICKET.CREATED) > DATE_SUB(NOW(), INTERVAL 1 YEAR))))
GROUP BY HD_TICKET.CATEGORY_ID
ORDER BY CUSTOM_FIELD_VALUE0


Answered 12/15/2016 by: chucksteel
Red Belt

  • How could I get the column header to display without the Custom_Field tag in front of it. I have tried to do a NAME AS, but that did not work.
    • To alias a column just use AS "Whatever", so
      HD_TICKET.CUSTOM_FIELD_VALUE0 as Department

      For you count you can use COUNT(HD_TICKET.ID) AS Count

      or AS "Count of Tickets", AS "# Tickets" etc.

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