Ticketing

Reports > Ticketing

A ticket report creates a table listing all trouble tickets assigned to the selected machine IDs. In Step 1 specify the subset of tickets you wish to display. Check the Display notes with each ticket checkbox to include all the detail notes with each ticket.

Create a table listing all trouble tickets assigned to the selected machine IDs. In Step 1 specify the subset of tickets you wish to display. Check the Display notes with each ticket checkbox to include all the detail notes with each ticket.

Note: The system does not delete tickets when deleting machine IDs. The ticket summary chart includes tickets matching the Machine ID and Group ID filters. Because no machine data exists for deleted Machine IDs, Views are not applied to this report.

Report Permission

Select Shared or Private to assign a permission to the report. By default, the Private setting will be selected. Private reports can only be viewed and run by the administrator that created the report. Shared reports can be viewed and run by all administrators.

Save As...

The settings of the report can be saved for later use. Pressing Save As... brings up a dialog box where the report can be named. The report will be listed in the left-hand navigation bar along with the corresponding permission icon, depending on whether it is labeled as private or shared .

Choosing a Report

Selecting a saved report from the left- hand navigation bar displays the settings of the report, and also gives the administrator the ability to edit, rename, or delete the report. Some of the functions below appear only when a saved report is selected from the left-hand navigation bar.

Report Name

Lists the name of the report as entered by the administrator.

Save

After making changes to the report, press Save to save the current settings.

Save As...

To make a copy of the current report, press save as... and give the report a new name. Before saving as, give the new report a permission by selecting either the Private or Shared radio button.

Rename...

To rename the report, press Rename... A dialog box will appear and a new name can be entered. Pressing OK confirms the new name and saves the report. The new name will shortly be listed in the left-hand navigation bar.

Delete...

To delete the report, press delete...

Update

Pressing Update synchronizes the information shown in the Group ID/Machine ID field with the information specified in the Specify Accounts filter.

Running the Report

1. Define the Report
   1. Select column to sort on

      The report engine uses this column to sort the ticket data displayed. Combine with ascending / descending  radio buttons to specify the direction of the sort.

   2. Display notes with each ticket

      Check this box to include all the detail notes with each ticket.

   3. Category, Status, Priority

      Filter displayed notes based on these selections. For instance, to only report on Open tickets, select Open from the Status drop down control.

   4. Select Fields...

      Specify which ticket fields to display in the report.

2. Enter a Title
   • Enter Title Displayed On Report Header
   • Enter a title to display in the resulting report page header. This title is saved with the report.
3. Run the Report
   • Pressing run displays the result of the report in a new browser window.
   • Save the report as HTML, Word, or Excel
   • Pressing Export generates the report and then allows you to select on export format.

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