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Ticketing

Reports > Ticketing

  • Similar information is provided using Ticketing > View Summary.

The Ticketing page creates a report listing all trouble tickets assigned to selected machine IDs. Similar information is provided using Ticketing > View Summary.

The following options apply whether or not Display all tickets is checked.

  • Display all open tickets plus tickets closed within the last <N> days
  • Notes / Summary / Submitter Filter - List only tickets or ticket counts containing this string in any note, summary line or submitter information line. Use * for wildcard.
  • Display pie chart for each selected list - Select multiple categories to display pie charts for.
  • Display ticket status chart for each admin - Displays a separate ticket status bar chart for each administrator plus for unassigned.

The following options apply only if Display all tickets is checked.

  • Display all tickets - Check this box to list tickets individually. If blank, only summary tables are displayed.
  • Display notes with each ticket - Check this box to include all the detail notes with each ticket.
  • Hide hidden notes - Check this box to hide hidden notes.
  • Fields... - Click this button to select the columns to include in individually listed tickets.
  • Select column to sort on - Select the column to sort tickets on.
  • ascending / descending - Select whether to sort tickets in ascending or descending order.
  • Filter tickets by
    • Assignee
    • Category
    • Status
    • Priority
    • SLA Type
    • Dispatch Tech
    • Approval

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.

Running the Report

  1. Select the data you want to display in the report.
  2. Enter the title of the report.
  3. Either run the report or export the report to HTML, Word or Excel output.

Share Report / Private Report

These two options only display for master administrators. Reports are always private for standard administrators. As a master administrator select Shared or Private to assign access to a report. By default, Private access is 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. Saved reports are identified as either private or shared in the left-hand navigation pane.

Save

Click Save to save the current settings.

Save As...

Click Save as... to save the current report under a new name.

Rename...

Click Rename... to rename the report.

Delete...

Click Delete... to delete the report.

Enter title displayed on report header

Enter the title that displays at the top of the report.

Update

Reports are saved with the Machine ID / Group ID filter settings that were current at the time the report was first saved or last updated. These saved or updated filter settings are used when a report is run, regardless of the current machine ID/group ID filter settings. Once a report has been saved, the Update button displays just below the field used to enter the title of the report. Click Update to apply the latest machine ID / group ID filter settings to a saved report. The machine ID / group ID filter settings of a saved report can be overridden using Schedule Reports.

Run...

Click Run... to run the report using the report options previously selected.

Save the report as HTML, Word or Excel

Click Export... to display the report as HTML, Word or Excel output. If you do not have Excel or Word loaded on your local machine, the page displays as plain HTML.

Remove header from the exported report

If checked, the title, report date and machine filter information do not display at the top of the exported output.