ServiceDesk

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  • 1.  Is The Service Desk Report Writer Buggy ?

    Posted May 22, 2012 09:05 PM

    Hi Guys,

    We are running Service Desk 7.1 and I'm fairly new to the Report Generator component of the service desk so I haven't got a sense for how reliable this component is. 

    Question 1:

    I've created a report that is supposed to show the incidents by Group then by Analyst and I've used the OTB Incident Management report called  "List Closed and Resolved Incidents By Analyst".  Problem is that it puts an analyst into a group to which he does not belong and has never belonged to.  This has caused me to loose faith in the ability of the report generator to correctly construct the right SQL.   One of the WHERE criteria that is generated is this WHERE '3DCA0263-D5EF-48ae-BF96-A161989DFB8E' = '3DCA0263-D5EF-48ae-BF96-A161989DFB8E' which is nonsense. Are there reported cases of the Report Generator not working correctly ?

    Question 2:

    I am able to construct my own SQL to return the information that I am after but the piece that I am missing is being able to pass the right user information as a parameter.  ie With the Report Generator you can add a condition like "Groups That I Belong To" which in turn generates some like this UserReferenceIDLookup0.UserID = '5450401b-3544-440b-9718-0e4f78563edb'.  When using the SQL option on the Report Generator I don't have the ability to do this.  How can I create a custom SQL report in the report generator that allows me to pass the logged on user details or somehow get the logged on user UserID ?



  • 2.  RE: Is The Service Desk Report Writer Buggy ?

    Broadcom Employee
    Posted Jun 04, 2012 11:51 AM

    I would recommend using the SQL to create a view in the ProcessManager database. Once you've done that you can create a Profile Definition specifically pointing to the new view. This will then allow you to reference the Profile definition inside the report builder & add the Groups I'm a member of option. Just make sure that your view does contain the SessionID, as that's what will be used to link the table to ReportProcess.

    Here is a connect article to assist.

    https://www-secure.symantec.com/connect/articles/using-custom-sql-servicedesk-report-builder-and-still-use-parameters