ServiceDesk

Hey guys, just looking for a little help with reporting as I can't seem to figure this out...

Can you tell me if it’s possible in a report to sort by priority AND date created?

Example:

I currently have a report that shows tickets in order of priority (highest priority being at the top, lowest at the bottom)

Does anyone know if it’s possible to amend the report so that it sorts by priority first then by created date. So what I mean is if you look at all the “High” priority tickets the created dates are in no particular order so I’d like them to show in order of created date also from earliest date highest like below:

Hope that makes sense…I’ve had a good look in report options etc but can’t figure it out. I guess it will probably be something simple.

Thanks for any help anyone can offer

I know that you can do it by editing the report's SQL. I would copy the SQL into a new report, then edit the "order by" line at the bottom. The syntax is somewhat self explanatory. See the example below;

order by

    [Incident.Priority] asc,  [Process.ProcessStarted] desc

Hi nazareth, thank you for your reply. Could you confirm the easiest way to edit the SQL of reports? 

Thanks

You can't edit the SQL in a report built by using Symantec's report builder, at least not that I know of. Once you have the report the way you want it, grab the SQL by going to the "Options" tab, and clicking on "Display SQL" at the bottom:

You will see the SQL like this:

Highlight and copy all of this into a new report as follows:

Create a new report as normal, except choose "Sql Query" in the "Sql" folder instead of anything else:

Paste the SQL that you copied from your report earlier into the window that opens:

Edit the last line to add the criteria that you want to sort by, in ascending or descending order, separated by a comma. Then hit OK. I think you can take it from there. I hope this helps you out :) Feel free to ask any more questions.

Hi,

By following above, if we have Process Actions (This enables a hyperlink to open respective Process in the ID column) checked and links appeared in Process IDs, we would loose the same.

Is there a way we can retain the Process Actions in SQL reports as well.

Thanks

snm1502

Unfortunately, as-is, no. However, you might try this procedure.

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

It seems to have worked for the people on this post. I have not tried it, but I think that I will as soon as I get some free time. Let me know if it works for you. I will post back if it work for me also.

Hi nazareth, thank you for explaining this...it worked however it's missing the Process ID section where you can just click a link to the ticket which opens it up (as already mentioned)