Group Tickets by Primary Responsible
I would really like to group all the tickets by 'Primary Responsible" to see what tickets each of my techs are actively working on. I see there are ways to group tickets, but not on this specific field.
With all the features within TDX I would assume there's a way, I'm just not seeing it.
Can someone please point me in the right direction?
Asked by Aaron Rice
on Wed 4/17/24 2:00 PM
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Answers (2)
This answer has been marked as the accepted answer
Mark Sayers
Wed 4/17/24 2:09 PM
Hello Aaron,
TDX custom reports will group data if the columns included in the report aren't too specific to any one particular ticket, like having Prim Resp as a column along with Ticket Count.
Is that what you mean?
Sincerely,
Mark Sayers
Sr Support Consultant, CS
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I don’t think so, or maybe I'm missing something, but I’m in a custom report right now and I only see the option to order by, but not group.
In the main ‘Tickets’ view it does have a Group By… option but “Pri Resp” is not an option - Aaron Rice Wed 4/17/24 2:26 PM
In the main ‘Tickets’ view it does have a Group By… option but “Pri Resp” is not an option - Aaron Rice Wed 4/17/24 2:26 PM
Ah, you don't *pick* the grouping, the report will just *do* the grouping for you if the columns you include are minimal and not too specific to any one ticket, which I was alluding to in my original response.
- Mark Sayers
Wed 4/17/24 2:56 PM
Maybe I'm just not understanding what you're referring too, but no matter how I create a "Custom Report" it will not group the tickets, I can sort, but not group
- Aaron Rice
Wed 4/17/24 3:50 PM
There is no "feature" for grouping. Like it is not a selectable option. By simply minimizing the amount of columns your custom report is using, the system will group the results automagically.
Try including *only* the Prim Resp column and the Ticket Count column and then "Save and Run" the report. - Mark Sayers Wed 4/17/24 3:55 PM
Try including *only* the Prim Resp column and the Ticket Count column and then "Save and Run" the report. - Mark Sayers Wed 4/17/24 3:55 PM
ok, then TDX can't do this, cause I want to see what tickets my team is working grouped by the tech, not just the number of tickets
- Aaron Rice
Wed 4/17/24 3:58 PM
Correct, it will not specifically list out all tickets grouped by their Responsible value.
You could create reports though for each person (if it is for the resources to see themselves) that filters by Prim Resp is (current user) so they see only things they are directly assigned to. - Mark Sayers Wed 4/17/24 4:01 PM
You could create reports though for each person (if it is for the resources to see themselves) that filters by Prim Resp is (current user) so they see only things they are directly assigned to. - Mark Sayers Wed 4/17/24 4:01 PM
David Tod
Wed 4/17/24 3:10 PM
My Assignments under My Work has "Group By." So do Workspaces. I really like the functionality and would love to have it in Reports.
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