Ticket Reports

Hello,

I would like to be able to make a report that will only show tickets that are assigned to a group rather than showing tickets and ticket tasks that are assigned to a group. Is that possible?

We currently have it showing tickets and ticket tasks assigned to a group and it can be confusing because even though we complete a ticket task that is assigned to our group, it will still show in our queue until the ticket is resolved. Is there any way to fix this?

Thanks,

Miranda

Tags reporting ticket-tasks desktop-reports tickettask
Asked by Miranda Bielecki on Tue 8/6/24 9:06 AM
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Answers (2)

This answer has been marked as the accepted answer
Miranda Bielecki Tue 8/6/24 2:04 PM Last edited Tue 8/6/24 2:04 PM

Hi Mark,

Attached is a snip of the report details.

Thanks,

Miranda

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Ok, instead of "Resp Group", you're going to want to filter on "Prim Resp Group" as that filter will only return tickets if the group is primarily responsible for the ticket as a whole. - Mark Sayers Tue 8/6/24 2:20 PM
Mark Sayers Tue 8/6/24 9:50 AM

Hello Miranda,

Can I see how you have currently filtered your report? Print your report's Details page and upload that to your question so I can view it, or post a new "Answer" and just include the image in your reply.

Sincerely,
Mark Sayers
Sr Support Consultant, CS

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