Hi,

 

I am generating a report and getting a 83 Total New Tickets (Ticket Overview Report) and when I manually counted all the tickets open, waiting, and closed I got only 81. The date parameter are pretty correct. The only report we find a little bit accurate is the Ticket Overview Report.

 

Rank	Group	Total New Tickets	Tickets Assigned from Queue	Total Re-opened Tickets	Incoming Ticket Transfers
1	ICT Department / Business Application	56	21	2	1
2	ICT Department / User Support	25	-	1	-
3	ICT Department / Data Center / Connectivity	2	-	-	-
Total(s)		83	21	3	1
Average(s)		28	7	1	0

 

 

nk	Employee	Total New Tickets	Tickets Assigned from Queue	Total Re-opened Tickets	Incoming Ticket Transfers
1	Nestor Bautista Jr	34	4	2	5
2	[Queue]	25	-	-	-
3	Jan Randolph Decano (JR)	14	1	1	2
4	Joshua Labapis	7	1	2	2
5	Paolo Lopez	1	17	1	19
6	Jorge Daine Quiambao	1	-	-	1
7	Gabriel Mellejor	1	-	1	1
Total(s)		83	23	7	30
Average(s)		12	3	1	4

 

The question is how does smartertrack get 83 tickets when we only have 81 (Note no deleted tickets)? Where do we get this correct report? Why there is QUEUE in employees? How to only generate report where only open and closed ticket are reflected? How to modify column fields in report generation? I mean can we control which field are to show in report?

 

We want a flexible report where we can define the fields we want to appear in our report. Anyone can help us?

 

Thanks

Nestor