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kabbott

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Reply with quote  #1 
I'm trying to build a joined table report of support events with their comments, and when I assign a count to the tickets, it never shows. It will work on the single table reports - for example just the list of open tickets - but whenever I do a joined table, it will never total. Is this a known issue?

Also, a side note, Is there a way to sort the within the tables? We have reports with comments associated with each service desk ticket, and the comments are often mixed up. I'm looking to get them sorted by date. 

I have screen shots, but I was unable to get them to upload when I posted.

thoese

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Reply with quote  #2 
Hi,

Thanks for your inquiry.

The joined table reports only support calculations in the detail section.  So for tickets and ticket comments you would only be able to perform calculations on the eventComment table.  For now I'd recommend creating a separate single table report to get the count.  I will add a suggestion on your behalf to support calculations in either table.

You should be able to sort the comments by their date.  A report can be sorted on up to 3 fields and there is no limitation on the sort field as to whether it's part of the primary table or joined table.

If you are still having problems with attachments you can email them to me at

thoese at gritware.com

Thank you,

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kabbott

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Reply with quote  #3 
Thank you for the help! That was very useful.

I do have another question that is in no way related! (I just keep getting deeper down this rabbit hole it seems)

I would like to put a graph out in the dashboard of the end users so they can easily see the status of their tickets. Is there a way to specify on the Graph Filter for the graph to display the status of the user that is logged in?
thoese

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Reply with quote  #4 
Quote:
Originally Posted by kabbott

I would like to put a graph out in the dashboard of the end users so they can easily see the status of their tickets. Is there a way to specify on the Graph Filter for the graph to display the status of the user that is logged in?


I just wanted to let you know that this is now possible in Web Tracks 2014 starting with version 9.2.

When editing a graph you can now filter on the field "Event.Requester" by choosing the "In" operator and then entering "UserID" for the value.

"UserID" will change to the ID of the signed in user whenever the graph is run.



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