Helpdesk Management Report

[kanek]

This is for the LanSweeper beta, created on v6009

Select Top 1000000 htblticket.date As [Date Opened],
htblticket.slaresolved As [Date Closed / Resolved],
htbltickettypes.typename As [Ticket Category],
htblticketstates.statename As [Ticket State],
tblAssets.AssetName As Asset,
htblticket.subject As Subject,
htblusers.name As [User],
htblusers1.name As Agent
From htblticket
Inner Join htblticketstates On htblticketstates.ticketstateid =
htblticket.ticketstateid
Inner Join htbltickettypes On htblticket.tickettypeid =
htbltickettypes.tickettypeid
Inner Join htblusers On htblusers.userid = htblticket.fromuserid
Inner Join htblagents On htblagents.agentid = htblticket.agentid
Inner Join htblusers htblusers1 On htblagents.userid = htblusers1.userid
Inner Join tblAssets On htblticket.assetid = tblAssets.AssetID
Order By [Ticket State],
[Ticket Category],
[Date Opened]

[harringg]

Is it possible to make the subject column clickable (to drill down to the actual ticket)?

[dbayer]

I would like to know how many tickets we have open, on average.

For example, for the month of February, what was the average open ticket count.

If there is a way for me to find out how many tickets are open at the end of each day in the month, then I could just do that for each day, somehow, and average those days.

Any insights would be helpful - thank you!

[Jeremy_D]

The ticket number is stored in the ticketid field of the htblticket database table, which is already included in the report. You do need to assign an alias to the field though. If you don't, it will be filtered from the report results.

Just for future reference: it would be best to send beta related questions to support@lansweeper.com and include "beta" in the title of your message. We haven't announced the beta publicly yet, so we're mostly answering beta questions via email.

[dbiehler]

What table/name do we reference to show the Ticket number in the reports?