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Sorting by Status Field

When creating a ticket report, there is no option to sort by Status order, only ascending or descending.
So instead of a report ordering tickets like
NEW OPEN IN PROCESS ON HOLD It's sorting like
IN PROCESS NEW...
1 Answer
Katelyn Bobbitt Last activity on 11/21/2024 3:51:36 PM by Mark Sayers

Sort/Order Issues Report by Task ID

I have found the Issues Report template to be very useful, including its lookups to Task, Plan, and Project. But there is one key field missing - the Task ID. I do appreciate having the Task (name) hyperlink, but also need the Task ID for logical...
1 Answer
Jodie Alexander Last activity on 11/4/2024 9:15:28 AM by Mark Sayers

Report on Tickets with no Time Associated

Hello!
I'm looking to create a report of all the tickets for a particular acct/dept that have no time associated to them (in the T&E tab) so that our managers can follow up with folks and have them add time to tickets where it might have ...
1 Answer
Steve Aker Last activity on 10/29/2024 1:28:25 PM by Mark Sayers

Report showing Primary Responsible Group as Unassigned

Hello,
I was asked by one of our teams why do their open tickets report continues to show the primary responsible group column as "unassigned" when there is either a technician or a group assigned to them. Please let me know if there is anyth...
1 Answer
Josy Hess Last activity on 10/28/2024 12:53:45 PM by Mark Sayers

Is there a Report Column I could use to view how long did it take a Workflow Task

I have created a Ticket Workflow with Tasks. For each tasks there is a created date and date of completion.
I wanted to see that duration between created and completed date in my Analysis report or Ticket Report.
1 Answer
Ronel Gallevo Last activity on 9/12/2024 1:06:22 PM by Brittany Renn

Operational Hours report not accurate.

A couple of questions about operational hours and reporting. We have operational hours set for our Human Resources application, from 8-5. We also have a report that includes Create to Resolve(op) in it. The report shows 6.55 hours for the time ta...
1 Answer
Derek Hickman Last activity on 9/3/2024 11:52:37 AM by Derek Hickman

Location Based Report

If I have multiple locations and I want a report to show the Locations and Ticket Status or Responsible Groups of those locations with a sum of tickets, I would also like a report to do the same for Ticket Tasks. Then, I could look at data from a...
1 Answer
Joshua Bennett Last activity on 7/2/2024 3:50:31 PM by Mark Sayers

Does "My assigned tickets" show tickets with an "On Hold" status?

Just want to confirm if it does or doesn't, and if it doesn't, I'm curious about the reason.
Thanks,
Lorne
1 Answer
Lorne Pearl Last activity on 6/25/2024 11:13:06 AM by Mark Sayers

Combined Task and Workflow Step Report

I've noticed that some technicians are missing workflow steps and or tasks. Can I create a single report that contains incomplete workflow steps and tasks regardless of ticket status? Or do you have another approach?
1 Answer
John Anderson Last activity on 6/20/2024 4:36:19 PM by Mark Sayers

Filter by attachment boolean

Is there any way to filter tickets that do or do not have an attachment in a report?
1 Answer
Derek Hickman Last activity on 5/6/2024 2:04:28 PM by Mark Sayers

Report: Status vs Status Class

HI!
When doing a report for closed and resolved tickets, does it matter which one I use? Do I need to include both?
1 Answer
Michael Rodriguez Last activity on 4/10/2024 9:06:55 AM by Michael Rodriguez

Ticket report for any modifications after certain status

Hi,
Is there a way to create a ticket report to capture any modifications to a ticket after it has reached a particular status?
Thanks,
Tanner
1 Answer
Tanner Grubbs Last activity on 4/10/2024 1:26:53 PM by Brittany Renn

Report on reassigned/transferred tickets.

Hello all!
I have been asked if a report could be created for tickets a particular group has reassigned to others. I took a looks at the filtering list for a ticket report, and nothing jumped out. Does anyone know if this can be done?
1 Answer
Michael Rodriguez Last activity on 4/8/2024 1:45:09 PM by Brittany Renn

Report filter - Multiple filters with one prompt

Hello,
Is it possible to create a ticket report that filters on multiple fields but using a single prompt?
For example, I would like a ticket report that searches the title, description, and requester fields for 1 search word.
I know ...
1 Answer
Joe Rojas Last activity on 3/25/2024 11:24:52 AM by Mark Sayers

Sort/Order tasks report so main task and subtasks are together

I’m building a project task report using the Tasks Report template. I want to sort my report so the subtasks are in order with their main task. Is there a field (or different report template) that will allow me to do this? Is there an identifier ...
1 Answer
Jodie Alexander Last activity on 3/21/2024 10:09:08 AM by Jodie Alexander

Project Task Status History / Calculating data for Flow Metrics reporting.

Is there a table in the database that stores the history of Project Tasks? I am looking for a way to pull the dates that a status changes for Project Tasks in order to build a Cumulative Flow Diagram for Agile / Scrum metrics in Power Bi. I've ...
1 Answer
Darin Waldrop Last activity on 2/29/2024 11:11:42 AM by Mark Sayers

Report to Show All of the Tickets a User has been Notified On

Is it possible to create a report that shows a user all of the tickets that they have been notified on (but that they aren't responsible for)? If so, which filters should be used to obtain this information?
We have a lot of front line staff ...
1 Answer
Priscilla Schwartz Last activity on 2/16/2024 9:25:26 AM by Brittany Renn

Project Status Report

Can I run the project status report for an individual plan? I have multiple plans in one project and I would like a similar report to the project status report but broken out by each plan. Alternatively, I would love to move a plan over to a new ...
1 Answer
Steve Pereira Last activity on 1/25/2024 3:41:39 PM by Mark Sayers

Report to pull range value based on current day and Date Picker custom attribute value

Hello,
We are building a form that prompts a Requestor to input a service date (Anticipated Service Date), via a Date Picker custom attribute, that is sometime in the future.
We’d like to have a report on a desktop to track these that pul...
1 Answer
Tanner Grubbs Last activity on 1/25/2024 3:27:34 PM by Mark Sayers

Reports not able to filter on custom attributes with dependencies?

I'm trying to create a report for using an onboarding form, and who is requesting hardware, which is done with a custom attribute on that form.
In the report I'm filtering by the form and I would like to also filter out for a selection on tha...
1 Answer
Nathan Ignatz Last activity on 1/10/2024 10:32:47 AM by Mark Sayers

Filter "System" entries in the modified by report filter

Is it possible to filter out modifications made by the "System" like is possible with the modified by report filter? I would like to make a report that will show my team unassigned tickets that have had client engagement but the system entries ma...
1 Answer
Andrew Renton Last activity on 10/4/2023 10:44:50 AM by Mark Sayers

Need Scheduled vs Actual Hours Report with correct data

We are in need of a scheduled vs actual report that shows correct data per person. Our department has been entering scheduled and actual time for a month now and we really need a simple way to see how we are doing with that.
Standard repor...
2 Answers
Sarah Glatz Last activity on 8/2/2023 3:17:48 PM by Sarah Glatz

Adding Recent Feed Entry to Ticket Report

I am trying to make a ticket report that will include the most recent item to be added to a tickets feed. For example, In an on hold report, it would be nice to see the most recent item in the feed which would likely be why the ticket was put on ...
1 Answer
Riley Fay Last activity on 8/2/2023 11:39:51 AM by Brittany Renn

Run Report for "My Accomplishments"

Is it possible to run a report to see the "My Accomplishments" for an individual?
1 Answer
Carl Amlin Last activity on 7/26/2023 12:21:44 PM by Brittany Renn

Can I report on tickets "moved to application"

Hello,
I want some data around how many tickets we end up moving to another application.
Ideally, I would like to know how many tickets are moved from our application to another.
However, I would even be grateful for a method to repo...
1 Answer
Sarah Glatz Last activity on 7/20/2023 3:14:47 PM by Brittany Renn