Report suggestions greatly appreciated!
I just lurvvvvve the reporting functionality in Service Desk <nods sagely> indeed it is doing more to teach me patience and perseverance then anything else I've worked on in years! It’s also contributing to the growing knowledge of my co-workers ... they never knew there was so many ways to express ones frustration through swear words :p
But on a more serious note :) I have two reports that I cannot for the life of me work out how to do - or even if it’s possible - and would desperately love some help.
Report 1 - We have some incidents that, for reasons not yet understood, do not get assigned to any group at creation like they should. The tickets just disappear into the ether unless you specifically know it failed to assign and go looking for it. I wanted to create a report that would show me any open tickets where “assigned to” is blank. Yeah. My efforts to date have not shown the tickets I have deliberately left in broken state to test with. Suggestions would be welcome!
Report 2 - I would like to create a report for our workers that show all of the tickets in the personal queues of their team mates. ie someone from Support I can see all of the tickets assigned to the other individual members of support I, NOT what is in the actually Support I queue and definitely not what is in the personal queue of people in other groups. Because I want to use this as a webpart I wanted it to use the "groups I belong to" functionality (if possible) so it would be generic to whoever is logged in rather than having to create the same report for each team with their team members manually added to the filter. Again, not working so well for me and would love suggestions!
Thanks for listening to me rant a little and for allll those wonderful suggestions I just know you are going to grace me with!