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.
Answers (2)
you can, but not via wizard. You can create a report with the wizard and need to change it later as SQL.
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:
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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 4 months ago
