Service Desk - Tickets

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

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

Configure your report definition using the following parameters:

Time Selection

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.

Parameters

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.
Sort Column - Select the column to sort tickets on.
Sort Direction - Ascending, Descending.
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.

Column Filters

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

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.