Viewing Helpdesk Tickets on Multiple Queues

Is it possible to configure a report to view tickets on multiple queues? I'd assume there is, but how does one create a query for that?

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Answers (2)

Posted by: airwolf 12 years ago
Red Belt
Yes, it's actually easier than restricting the report to one queue. All tickets are in the HD_TICKET table, regardless of their queue number.

If you want to restrict to a specific queue, you'd use "WHERE HD_TICKET.HD_QUEUE_ID = 1", specifying the appropriate queue ID. For multiple queues, you'd change "= 1" to "in (1,2)". You can add as many elements to the array as you want - comma separating them. For example, 5 queues numbered 1 through 5 would be (1,2,3,4,5).
Posted by: GillySpy 12 years ago
7th Degree Black Belt
The wizard does focus on one queue so if you edit the same report in the SQL editor you should be able to find a reference to HD_TICKET.HD_QUEUE_ID = 1 (as airwolf is referring to ) in your existing report and modify that part. The problem is that once you edit the SQL of the report then you can't go back in the wizard and tweak it, but it should be easy enough to make this modification again.

TIP: if you want to keep your original then duplicate the report before you modify it. Also make sure you click "autogenerate layout" checkbox if you change anything
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