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Engaged Sweeper
Is there a report that can be generated to identify the resolution by problem? Such as printer, phone, workstation, etc?
Champion Sweeper III
mdavis2503 wrote:
Is there a report that can be generated to identify the resolution by problem? Such as printer, phone, workstation, etc?

Try this. Starting with Helpdesk: All tickets, add htblnotes, checking the note (ntext) box, and adding this string to the criteria... Like '%printer%'

The Like '%printer%' will find all printer references in the search function. Replace that with phone, workstation or etc.

Adjust to your needs. YMMV.

Select Top 1000000 htblticket.ticketid,
'#' + Cast(htblticket.ticketid As nvarchar) As Ticket,
htblticket.date As CreationDate,
htblticket.updated As LastUpdated,
htbltickettypes.typename As Type,
htblticketstates.statename As State,
htblpriorities.name As Priority,
htblsource.name As Source,
htblusers1.name As AssignedAgent,
htblusers2.name As UserLastNote,
'../helpdesk/icons/' + htbltickettypes.icon As icon,
htblticket.subject As Subject,
From htblticket
Inner Join htblpriorities On htblpriorities.priority = htblticket.priority
Inner Join htblticketstates On htblticketstates.ticketstateid =
Inner Join htblusers On htblusers.userid = htblticket.fromuserid
Left Join htblagents On htblagents.agentid = htblticket.agentid
Left Join htblusers htblusers1 On htblusers1.userid = htblagents.userid
Inner Join htbltickettypes On htblticket.tickettypeid =
Inner Join htblsource On htblticket.sourceid = htblsource.sourceid
Inner Join htblusers htblusers2 On htblticket.userid_lastnote =
Inner Join lansweeperdb.dbo.htblnotes On htblticket.ticketid =
htblnotes.ticketid And htblusers.userid = htblnotes.userid And
htblusers1.userid = htblnotes.userid And htblusers2.userid =
Where htblnotes.note Like '%printer%'
Order By htblticket.ticketid

If you get automated emails to your helpdesk tickets, you will probably get results that include strings in your notes that start out as
<div style="font:12px Arial,Verdana;font-size:12px;font-family:Arial,Verdana;">...

and continue to the end, but the search "Like '%printer%'" will find that in the string and display it there. If you exclude this string of gibberish with
Where htblnotes.note Like '%printer%' AND NOT Like '<div style%'

then you greatly cleanup your display but may eliminate the search your looking for.

If anyone knows how to cleanup the gibberish string and still display the results, feel free to chime in.