Hi, we would like to (1) create parameters in drop down menus that can be used in reports. These would include o/s, application, and others.
(2) we would like to create reports organized by the name of the customer organization and by the parameters created in (1) above.
Any help would be greatly appreciated. Thanks.
Create ticket elements (o/s, etc) for use in reports
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Re: Create ticket elements (o/s, etc) for use in reports
Params are dynamic fields.
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Re: Create ticket elements (o/s, etc) for use in reports
Cool got that, thanks.
My requirement is to produce a CSV report of each ticket by organization that includes:
Organization, sub-organization, summary of issue, and other parameters as required like o/s, application, and others.
An additional requirement is to produced numbers of tickets for each parameter.
1. Org and sub-org
I have thought to use a drop down menu for organization and sub-organization. We have many customers in many orgs so the data entry will be time-consuming but it is a finite number. It seems to me that dynamic fields cannot be used in creating customers so I added dynamic drop down menu fields to the Frontend::Agent::ViewPhoneNew page. What do you think of this approach?
Two problems: (1) the reports use the key, not the value. Keys cannot use spaces so the reports are not exec friendly. Do you know a way to report values not keys?
(2) Do you know how to make the values entered for these drop down menus appear in the Frontend::Agent::TicketOverview page. I tried using the same procedure for this page but it does not work.
2. Parameters like o/s and application
I have thought to use drop down menus for each parameter. I added dynamic drop down menu fields to the Frontend::Agent::ViewNote page. Same problem as above: how to report on the values, not the keys and how to make the values for the drop down menus appear in the Frontend::Agent::TicketOverview page.
3. Summary
I have thought to use the free text dynamic field. I added a dynamic free text field to the
I got this to report, properly.
I have not got to the second requirement yet, so any thoughts on this would be welcomed as well.
Thanks! I like the community and look forward to becoming an active member. I manage a tier III security engineering help desk of 35 engineers.
My requirement is to produce a CSV report of each ticket by organization that includes:
Organization, sub-organization, summary of issue, and other parameters as required like o/s, application, and others.
An additional requirement is to produced numbers of tickets for each parameter.
1. Org and sub-org
I have thought to use a drop down menu for organization and sub-organization. We have many customers in many orgs so the data entry will be time-consuming but it is a finite number. It seems to me that dynamic fields cannot be used in creating customers so I added dynamic drop down menu fields to the Frontend::Agent::ViewPhoneNew page. What do you think of this approach?
Two problems: (1) the reports use the key, not the value. Keys cannot use spaces so the reports are not exec friendly. Do you know a way to report values not keys?
(2) Do you know how to make the values entered for these drop down menus appear in the Frontend::Agent::TicketOverview page. I tried using the same procedure for this page but it does not work.
2. Parameters like o/s and application
I have thought to use drop down menus for each parameter. I added dynamic drop down menu fields to the Frontend::Agent::ViewNote page. Same problem as above: how to report on the values, not the keys and how to make the values for the drop down menus appear in the Frontend::Agent::TicketOverview page.
3. Summary
I have thought to use the free text dynamic field. I added a dynamic free text field to the
I got this to report, properly.
I have not got to the second requirement yet, so any thoughts on this would be welcomed as well.
Thanks! I like the community and look forward to becoming an active member. I manage a tier III security engineering help desk of 35 engineers.