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KACE Product Support Question


Ticket Reporting

02/26/2020 205 views

Hello, Im looking to create a custom ticket view for weekdays only between 5pm and 12am for the last 3 months. How can I do this? I cant quite seem to figure it out.

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Using a custom ticket view for this type of search might not be the best approach and actually isn't possible because of the options available. A report would be a better approach. The reporting wizard should be able to create this report, but if not, here is a SQL query that will return tickets created after 5:00pm on week days for the past three months.

SELECT ID, TITLE, CREATED 
FROM ORG1.HD_TICKET
WHERE HOUR(CREATED) >= 17
AND DAYOFWEEK(CREATED) BETWEEN 1 and 7
AND CREATED > DATE_SUB(NOW(), INTERVAL 3 MONTH)


Answered 02/27/2020 by: chucksteel
Red Belt

All Answers

0

I think you may be struggling as you haven’t defined what you want in your report?

Do you want calls logged between those hours or closed within those hours?

If it’s logged you want HD_TICKET.CREATED and a where statement that says created between 5 and 12 and day is M-F

If it’s closed then you want HD_TICKET.CLOSED with a similar where statement.

Answered 02/26/2020 by: Hobbsy
Red Belt

  • Ive only been trying to do this in Custom View, Im not really sure how to write queries. Is this the only way this can be done?
    • You can connect direct to the database With something liked SQL workbench and build the report directly in SQL?
 
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