Generating Report
Question asked by Nestor Bautista Jr - March 7, 2017 at 7:31 PM
Unanswered
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

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