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All Ticket Queues Category for Reporting

Hello. If I have multiple Ticket Queues (referred to Category in Reporting), how can I run a report to include all Ticket Queues or only selected ones? Currently the Category only allows me to select one. Thanks.


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Answers (2)

Answer Summary:
Posted by: Nico_K 2 months ago
Red Belt
0

you can, but not via wizard. You can create a report with the wizard and need to change it later as SQL.

Posted by: Hobbsy 2 months ago
Red Belt
0

Top Answer

So to give you a bit more detail than the last “helpful” response….

create the report, set it up with a single queue, then save the report.

Next take a copy of the report and choose to view the SQL.

in the WHERE statement you should find something like 

HD_TICKET.HD_QUEUE_ID = X

that is the line that restricts the report to a single Queue, remove it from the report and you can save it. It will then run on every queue.


Comments:
  • Hi Hobbsy, great idea! I followed your instructions, but my report doesn't include the QUEUE_ID :(

    However, if I get the QUEUE_ID number for all the queues I will try adding all of them using the statement SELECT HD_TICKET.HD_QUEUE_ID = X (I'll have to research how to add multiple queue IDs. I tried adding SELECT HD_TICKET.HD_QUEUE_ID = '*' to the following but then got error "mysqli error: [1064: You have an error in your SQL syntax; check the manual that corresponds to your MariaDB server version for the right syntax to use near 'SELECT HD_TICKET.ID, HD_TICKET.TIME_CLOSED FROM HD_TICKET WHERE ((HD_TICKET.T...' at line 2] in EXECUTE(\n"SELECT HD_TICKET.HD_QUEUE_ID = '*'\nSELECT HD_TICKET.ID, HD_TICKET.TIME_CLOSED FROM HD_TICKET WHERE ((HD_TICKET.TIME_CLOSED > '2022-12-05 00:00:01') AND (HD_TICKET.TIME_CLOSED < '2023-12-05 23:54:52')) ORDER BY ID LIMIT 0""

    SELECT HD_TICKET.ID, HD_TICKET.TIME_CLOSED FROM HD_TICKET WHERE ((HD_TICKET.TIME_CLOSED > '2022-12-05 00:00:01') AND (HD_TICKET.TIME_CLOSED < '2023-12-05 23:54:52')) ORDER BY ID

    Thanks so much for your help, I appreciate it. - PSMT LLopez 2 months ago

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