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09/19/2016 736 views
I took one of the generic reports from kace (opened stalled tickets by category) and customized for my needs however; i'm having trouble refining it. I would like A. to have this query generate a report so that it doesn't create one report for all the queues but only shows data for one queue. right now Helpdesk, HR, finance ....etc....they all show up in one excel sheet in queue order. How can I make this report just shows just Helpdesk. B. we have "new" and "waiting on IT status for tickets under open and  "Waiting on User" & "resolved" for our stalled tickets. I want to make it so I only see open tickets or "new" tickets when I run this report. Any help would be great I am pretty new to SQL and thought it would be better to ask the community than run around. query is below 

select 
  HD_CATEGORY.NAME as CATEGORY, 
       HD_QUEUE.NAME, 
  HD_TICKET.ID, 
       HD_TICKET.TITLE,
       date_format(HD_TICKET.MODIFIED,'%m/%d') as Updated,
       date_format(HD_TICKET.CREATED, '%m/%d') as CREATION,
       CONCAT(IF(TIME_TO_SEC(NOW()) >= TIME_TO_SEC(HD_TICKET.TIME_OPENED),
              TO_DAYS(NOW()) - TO_DAYS(HD_TICKET.TIME_OPENED),
              TO_DAYS(NOW()) - TO_DAYS(HD_TICKET.TIME_OPENED) - 1), 'd ', 
              DATE_FORMAT(ADDTIME("2000-01-01 00:00:00",
              SEC_TO_TIME(TIME_TO_SEC(NOW())-TIME_TO_SEC(HD_TICKET.TIME_OPENED))),
              '%kh %im')) AS TIME_OPEN,
       HD_STATUS.NAME as STATUS,        
       ifnull((select FULL_NAME from USER where HD_TICKET.OWNER_ID = USER.ID),' Unassigned') as OWNER_NAME,
       (select FULL_NAME from USER where HD_TICKET.SUBMITTER_ID = USER.ID) as SUBMITTER_NAME
from HD_TICKET
left join HD_QUEUE on HD_QUEUE_ID = HD_QUEUE.ID
left join HD_CATEGORY on HD_CATEGORY_ID = HD_CATEGORY.ID
left join HD_STATUS on HD_STATUS_ID = HD_STATUS.ID
where HD_STATUS.STATE = 'opened' OR HD_STATUS.STATE = 'stalled'
order by HD_QUEUE.NAME, HD_CATEGORY.ORDINAL, HD_STATUS.ORDINAL, OWNER_NAME
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For part A, if you add (HD_TICKET.HD_QUEUE_ID = 1) to your WHERE clause your report should limit to the specific Queue. You'll need to know the queue IDs for your different Queues.

For part B. Add (HD_STATUS.NAME like 'new') AND (HD_STATUS.NAME like 'waiting%') to the WHERE clause should limit the view to new and waiting tickets.

Answered 09/27/2016 by: Druis
Third Degree Green Belt