Ticketing - Customizable Ticketing

NAVIGATION  Info Center > Reporting > Reports > Ticketing > Customizable Ticketing

  • Similar information is provided using Ticketing > View Summary.

The Customizable Ticketing report definition generates a report listing all Ticketing module tickets assigned to selected organizations, machine groups, machines, departments, or staff records.

Configure your report definition using the following parameters:

Time Selection

  • Select the Time Range Type - Filters by a fixed type of date range.
  • Display all open tickets plus tickets closed within the last N days - Applies only if Last N Days is selected time range type.
  • Custom Start DateTime - Applies only if Fixed Range is select time range type.
  • Custom End DateTime - Applies only if Fixed Range is select time range type.

Display Options

  • Display Ticket Status Chart for each Admin - Displays a separate ticket status bar chart for each user plus for unassigned.
  • Display pie chart for each selected Ticket Category - Assignee, Status, Category, Priority.
  • Display none - Do not list individual tickets in the report.
  • Display all tickets - List all tickets individually.
  • Display all tickets with notes - List all tickets, include both public and hidden notes.
  • Display all tickets but hide hidden notes - List all tickets, include public notes but hide hidden notes.

Filters

  • Notes/Summary/Submitter Field - Enter a string to filter tickets by their notes or summary line or submitter fields. Include an asterisk (*) wildcard with the text you enter to match multiple records.
  • Assignee Filter - Filter tickets by Assignee.
  • Sort Column - Select the column to sort tickets on.
  • Sort Direction - Ascending, Descending.
  • Status - Filter tickets by Status
  • Category - Filter tickets by Category.
  • Priority - Filter tickets by Priority.
  • SLA Type - Filter tickets by SLA Type
  • Dispatch Tech - Filter tickets by Dispatch Tech
  • Approval - Filter tickets by Approval

Columns

Select the tickets columns included in the report. All columns are included by default.