Service Desk - Custom Tickets

NAVIGATION  Info Center > Reporting > Reports > Service Desk - Custom Tickets

  • Displays only if the Service Desk add-on module is installed.

The Custom Tickets report definition generates a report displaying Service Desk ticket summary information and ticket details.

Configure your report definition using the following parameters.

General

  • Service Desk
  • Notes / Summary / Submitter Filter - List only tickets or ticket counts containing this string in any note, summary line or submitter information line. Use * for wildcard.
  • Display all Tickets - If checked, list all tickets individually.
  • Display Notes with each ticket - If checked, display notes with each ticket.
  • Hide Hidden Notes - If checked, hide hidden notes.
  • 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 Column of Data - Assignee, Status, Priority, Category, Sub Category.

Time Range

  • 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.

Columns

Values for all desk definitions are displayed in the drop-down lists. Select multiple items using Ctrl+Click and Shift+Click, unless otherwise noted.

  • Sort Column - Select the column to sort tickets on.
  • Sort Direction - Ascending, Descending.
  • Ticket Fields - To add items, select items in the left hand list, then click the right arrow rt-arrow button. To remove items, click items in the right hand list, then click the left arrow left-arrow button. To change the order items are listed, click an item in the right hand list, then click the up arrow up-arrow or down arrow down-arrow.

Filters

  • Assignee Filter - Only one item can be selected.
  • Status Filter
  • Priority Filter
  • Category Filter
  • SubCategory Filter - Only displays subcategories for selected categories in the Category Filter.