Service Desk - Custom Tickets

Displays only if the Service Desk add-on module is installed.

The Custom Tickets report definition generates a report displaying Service Desk ticket summary information and ticket details.

Configure your report definition using the following parameters.

General

Service Desk
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 all Tickets - If checked, list all tickets individually.
Display Notes with each ticket - If checked, display notes with each ticket.
Hide Hidden Notes - If checked, hide hidden notes.
Display Ticket Status Chart for each Admin - Displays a separate ticket status bar chart for each user plus for unassigned.
Display pie chart for each selected Ticket Category Column of Data - Assignee, Status, Priority, Category, Sub Category.

Time Range

Select the Time Range Type - Filters by a fixed type of date range.
Display all open tickets plus tickets closed within the last N days - Applies only if Last N Days is selected time range type.
Custom Start DateTime - Applies only if Fixed Range is select time range type.
Custom End DateTime - Applies only if Fixed Range is select time range type.

Columns

Values for all desk definitions are displayed in the drop-down lists. Select multiple items using Ctrl+Click and Shift+Click, unless otherwise noted.

Sort Column - Select the column to sort tickets on.
Sort Direction - Ascending, Descending.
Ticket Fields - To add items, select items in the left hand list, then click the right arrow button. To remove items, click items in the right hand list, then click the left arrow button. To change the order items are listed, click an item in the right hand list, then click the up arrow or down arrow .

Filters

Assignee Filter - Only one item can be selected.
Status Filter
Priority Filter
Category Filter
SubCategory Filter - Only displays subcategories for selected categories in the Category Filter.