Creating a Ticket Task Report

We suggest watching the Technician Training videos in order.


In this video, you will learn how to create a ticket task 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 task report to display information that you would find helpful or interesting
  • Edit a ticket task report you own


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

The first step to creating a ticket task report is determining which application 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 are creating a ticket task report, we will 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 Task 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 task report. We'll select Ticket Tasks Report source.

As we'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 ticket tasks 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 "Ticket Tasks 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: "Ticket tasks assigned to me and ticket tasks 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, Ticket, Due, Est Hours, Responsibility, 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 ticket tasks will return when the report is run. We're interested in active ticket tasks that are assigned to ourselves or any groups we're in, so we'll add filters to capture that information. Like the columns section, we can change the filters available. First, we'll select Percent Complete.

When a filter is selected, notice that the operator will determine how it responds in relationship to the set value. We're interested in ticket tasks that aren't complete yet so we'll need to set a filter for tasks that are less than 100% complete. For our Percent Complete value, we'll set the operator to "less than" since we are looking for ticket tasks that are below the value we will enter. Here, we'll enter "100" to find tasks where they are less than 100% complete.

Some tasks have predecessors, meaning that the task can't be started until the one before it is completed. We don't want to see any of these tasks in our report, since we can't work on them yet. For this, we'll set a filter for Active and make sure it's set to "is true."

We'll also add a filter for the responsible person assigned to the task and set that value to ourselves. In this case, Sarah Director. Now add a filter for the responsible group assigned to the task and set that to include any groups we are a member of.  Note that you can also filter on values on the parent ticket that the task belongs to. For example, you could filter to see all tasks related to tickets that are assigned to you using the Ticket Responsibility filter. For now, we'll just focus on the task level.

Now we have a few filters set. By default, the report will try to show us only ticket tasks where all four of these conditions are true. We'll use the advanced filter to set specific logic to match the type of tasks we're interested in, active tasks that aren't completed, and tasks where either we're assigned or our group is assigned. In this case, the logic would be 1 AND 2 AND (3 OR 4).

It might be helpful to sort the ticket tasks based on when they're due. To do this, we'll choose sort by Due and set the order to Ascending, so the soonest due dates show first.

We can change the number of rows that are returned in our report. The default is 500, which should hopefully be a high enough number to show us the ticket tasks 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 the 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 a chart type and choose what to display here.

Since there is not a chart on this record, all uses of this report on the 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 reports, 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 by adding a schedule. We'll set up a schedule to have this report delivered daily to our manager.

Now that our report is all 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 task reports. You may find it helpful to explore and create more reports that'll be useful for you or your team.

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Article ID: 631
Tue 4/28/20 12:53 PM
Tue 5/26/20 9:08 AM