ServiceDesk

is there and easy way to filter out duplicate tickets in a report?  When I run a report it shows multiple records for the same ticket for each user/tech that is listed in the actual ticket.  So we have one record showing the user, one record showing the primary contact, etc.  It confuses the report user and throws off our numbers.

Thanks

Marc

Can you tell us a little more about the report you're running?  Is this out-of-the-box, or a custom query?  If it's a custom query, can you post the SQL?

Out of the box report.  It happens with almost every report.  Even though the ticket is assigned to only one technician the report shows a ticket under that technician and a ticket with the same number listed under Support I.

List Closed and Resolved Incidents By Date Range



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Updating...
Report Settings

* Return 5000 first records
* Process Management
* Started date is between '1/1/2011' and '1/31/2011'

Generated by 'mdelman@starmanagement.net' at 1/24/2011 10:19:12 PM. Total: 68 records.
Date Opened Count
1/2/2011 1

ID Task Assignments Primary Email Title Date Closed Priority Category1 SLAStatus Minutes Spent Actions
IM-003180 Support I soverstreet@atsgroupltd.com RE: QV license for Onshore DM 1/19/2011 10:40 AM Normal Other Late 0
1/3/2011 5

ID Task Assignments Primary Email Title Date Closed Priority Category1 SLAStatus Minutes Spent Actions
IM-003183 Support I khelfgott@starmanagement.net RE: 3i-Mind New Hire: Joseph Terach 1/24/2011 3:31 PM Normal Employee Administration Late 240
IM-003183 apatti@starmanagement.net khelfgott@starmanagement.net RE: 3i-Mind New Hire: Joseph Terach 1/24/2011 3:31 PM Normal Employee Administration Late 240
IM-003184 apatti@starmanagement.net sgillespie@starmanagement.net Add Flavia 1/19/2011 10:59 AM Normal Other Late 0
IM-003184 Support I sgillespie@starmanagement.net Add Flavia 1/19/2011 10:59 AM Normal Other Late 0
IM-003186 Support I khelfgott@starmanagement.net New Hire: William Klein 1/19/2011 11:00 AM Normal Other Late 0

Moving this to ServiceDesk forum for you.

Any progress on this issue? I'm having the same problem - reports contain too much stuff

What do you want the report to show?

If for example you want to see a distinct list of all open incidents then you need to exclude the data/fields that are not unique.  This will include things like the contacts of the incident and the assigned group etc. as in most cases this will contain more than one value and will therefore appear in the results more than once.

Alternatively you can group by those fields so you can then ignore groups that you are not interested in but this won't 'clean' the results instead it will present them in a managable way.

If you want to have a report that shows a specific set of data then you are probably going to be better off creating your own report but this does rely on you knowing exactly what data you want to see.

If you can be specific then I'm sure someone can help.

What I need is to get a report, where I have affected person's name, who resolved the incident. It seems, that  there is no escape from building my own cube + SQL reports to get ths things this way..