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How do I create a report on incidents that I own?

  • 1.  How do I create a report on incidents that I own?

    Posted May 31, 2013 12:58 PM

    How do I create a report on incidents that I own?



  • 2.  RE: How do I create a report on incidents that I own?

    Posted May 31, 2013 01:12 PM

    To clarify, I want a report of the incidents that are owned by the person running the report.  I've found the option to manually enter the owner with a specific userid.



  • 3.  RE: How do I create a report on incidents that I own?

    Posted Jun 03, 2013 12:44 PM
      |   view attached

    Hi Gordon,

     

    This can be done with SQL.  I have included an export of the report.  Please test and see if it meets your needs.  Because it is a SQl report, you cannot add process actions links to this report.  However, it does meet your request of tickets by owner (logged in)

    Attachment(s)



  • 4.  RE: How do I create a report on incidents that I own?

    Posted Jun 05, 2013 03:09 PM

    I've uploaded the report and run it.  It doesn't seem to be giving me the incidents where I am the owner.  How is the current running userid passed accessed in the SQL statement?
    I assume there is no way to do this in the report creator tool?  I'm trying to setup a report on Process Manager Portal where the users can look at the open tickets were they are the owner.
     



  • 5.  RE: How do I create a report on incidents that I own?

    Posted Jun 06, 2013 12:31 PM

    In 7.1 SP2 it can't be done using SQL alone. You have to use the "Reports" interface, or it will not work. As best I can tell, when create a report to do this in ServiceDesk Reports, it gets your identity from http://servername/ProcessManager/WindowsAuthentication.aspx

    I tried every which way, including this, but it still did not work.



  • 6.  RE: How do I create a report on incidents that I own?

    Posted Jun 06, 2013 12:38 PM

    I'd prefer to do it through the reports interface.  I'm using ServiceDesk 7.5.



  • 7.  RE: How do I create a report on incidents that I own?

    Posted Jun 06, 2013 04:00 PM

    You can accomplish this by adding Process Management to the report and selecting the "With Tasks Assigned to Me" option.

    If you are the owner of the ticket, you'll have at least one task assigned to you.

    Hope this helps.



  • 8.  RE: How do I create a report on incidents that I own?

    Posted Jun 07, 2013 08:04 AM

    That is what I'm currently doing.  I'm trying to come up with a list of tasks that the individual user needs to complete.  It is causing an issue because frequently incidents are being assigned to one person, that person then troubleshoots the problem and needs to send it on to someone else.  This makes both of them assigned to it.  So it shows up on both of their tasks lists, when I only want it appearing on the list of the person who currently needs to be working on it.  I was hoping that when we reassign the ownership to the next tech, we could then just run the report based on ownership.  However, there doesn't seem to be a good way to give them a report in ProcessManager to show the tasks that they own.

    Maybe I'll have to try a workflow that removes the current user from being assigned to it, when they assign it to somebody else.  Then the tasks that they are assigned to report will work.



  • 9.  RE: How do I create a report on incidents that I own?
    Best Answer

    Posted Jun 07, 2013 08:09 AM

    If your techs are checking the "Remove Existing Assignments" checkbox when they take ownership, you should be able to use the report.



  • 10.  RE: How do I create a report on incidents that I own?

    Posted Jun 07, 2013 09:17 AM

    Thanks for the suggestion.  I can't use the remove from existing queues option which is available when you take ownership or reassign ticket, because those only work on queues.  I have a very small IS department.  We only have one queue.  However, what seems to work is to edit the incident.  Then I can change the owner to the new person and select remove existing assignments.

    I don't think it is unreasonable to ask to be able to run reports based on things that I own.  I'll submit it as an idea for enhancement.



  • 11.  RE: How do I create a report on incidents that I own?

    Posted Jun 07, 2013 09:48 AM