Creating a Ticket Report

We suggest watching the Technician Training videos in order.

Overview

In this video, you will learn how to create a ticket report in the Ticketing application, including the various options available to create a customized report.

Learning Objectives

Test your knowledge by completing the following tasks in your own TeamDynamix environment.

  • Create a ticket report to display information that you would find helpful or interesting
  • Edit a ticket report you own

Transcript

In this video, you will learn how to create a ticket report in the ticketing application, including the various customization options available.

The first step to creating a ticketing report is determining which applications you would like to report on. The report that you create will only return results from the application you created it in. This is especially important if you have access to more than one ticketing application. In this case, since we're creating a ticket report, we'll go to the specific ticketing application we want to pull data from.

At the top of the page, click +Report. You will be prompted to create either a Report Folder or a Report. Report Folders help organize reports into different sections in the left-hand navigation menu. In this case, we will select Report.

The page will display the report sources you have access to. Report sources identify the primary subject matter in that report. In the ticketing application, the most common reports use the Ticket and Ticket Tasks report sources. The Ticket report source pulls in data on the ticket level whereas the Ticket Tasks report primarily focuses on the Ticket Task. The report sources available to you depend on your permissions in the ticketing application.

In this video, let's create a ticket report. We'll select Ticket Report source. As you're going through this process, feel free to pause the video to follow along and create your own report. In our example, we'll create a report to show us tickets assigned to us or any groups we're a member of, but you can feel free to create your own report, and not use our specific examples.

First, we'll provide a name for our report. The name of the report is what will appear in the list of existing reports, and will also display if the report is added to a desktop. It's best to use a report name that is descriptive enough to suggest what the report is about. For our report, we'll call it "Tickets assigned to Me or My Groups."

Optionally, provide a description of the report. Anyone with access to the report can see the description in the report details, so adding a description with context and other notes will be helpful to those running the report. We'll add our description. "Tickets assigned to me and tickets assigned to my groups."

The report includes default columns. You don't need to keep any of these columns, but for the report we are creating, many of these will be helpful. We can remove the columns we're not interested in using the Remove button, and drag the three horizontal lines next to a field to change the order the columns appear in. We can also click on a dropdown menu for one of the columns to change the displayed value or click Add to add additional columns.

For our report, we'll include ID, Title, Requestor, Acct/Dept, Status, Resp Group, Prim Resp, Created, and Modified. If you have any questions about what a specific column means, you can use the Help button at the top of the page to get a definition of each of the fields.

In the filters, we will set which tickets will return when the report is run. We are interested in active tickets that are assigned to ourselves or any groups we're in. So we'll add filters to capture that information. Like the column section, we can reorder and change the filters available.

First, we'll select Status. When a filter is selected, notice the operator will determine how it responds in relationship to the value. For our Status value, we'll set the operator to "is one of" since we are looking for tickets that match the value we will enter. We could also select "is not one of" to explicitly exclude values. Here, we'll select tickets that are in the status of New, Open or In Process. To select multiple options, hold down the control or command key on your keyboard.

We will also add a filter for the primary responsible person assigned to the ticket, and set that value to ourselves. In this case, Sarah Director.

Now, add a filter for the primary responsible group assigned to the ticket, and set that to include any groups we are a member of. In this case, we'll choose the Helpdesk and the Network Group.

We want to show tickets that are open, but we want to show either tickets we're assigned to or tickets our groups are assigned to. By default, the report will try to show us only tickets where all three are true. We'll use the advanced filter to set specific logic to match the type of tickets we're interested in: active tickets and tickets where either we're assigned or our group is assigned. In this case, the logic would be 1 AND (2 OR 3).

It may be helpful to sort the tickets based on when they were created, so the more recent ones are at the top. To do this, we'll choose sort by Created, and set the order to Descending.

We can change the number of rows that are returned in our report. The default is 500, which should hopefully be high enough to show us the tickets assigned to us. We'll leave this value alone. When creating your own report, if you anticipate the report returning a lot of values, you can set this to a higher number.

Here we can define a specific folder to put the report in. We happen to already have a folder called My Custom Reports, so we'll choose that folder to add the report to. If you don't have a custom folder, you can click the + icon to create one to add the report to.

If this is a report you feel would be beneficial to share with others, you can do that here. Since our example report is about groups we're assigned to, it may be helpful to share the report with them as well. Note that they cannot edit a report they do not own, so there is no risk of yours being changed. However, if they would like to copy this report, they can do that and edit their own version of it. We'll set the visibility to us and the groups we're a part of.

In this report, there is not any real value in incorporating a chart, so we'll pass over this for the time being. If we wanted to add a chart, we could choose the chart type and choose what to display here.

Since there is not a chart in this report, all uses of this report on a desktop will be formatted to show as a grid. If your report has a chart, you can choose Chart to have the chart, not the individual records, show on a desktop.

If you feel it would be helpful to have this delivered to you on a certain interval of time, that can happen via adding a schedule. We'll set up a schedule to have this report delivered daily to our manager.

Now that our report is set up, we can click Save and Run report to see it in action. If we don't like the results and need to make any changes, we can just click Actions, Edit, to return to the report builder.

Now you know how to create and edit ticket reports. You may find it helpful to explore and create more reports that will be helpful for you or your team.

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Details

Article ID: 630
Created
Tue 4/28/20 12:52 PM
Modified
Tue 5/26/20 9:07 AM