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pryan67
Champion Sweeper II
I'm trying to find a report that will show me a list of all tickets that have been opened but not "picked up" yet.

Any suggestions? I've tried this with no luck:


Select Top 1000000 htblticket.ticketid As [Ticket Number],
htblticket.date As [Date Opened],
htblticket.updated As [Last Update],
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],
htblusers.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
Where htblticket.updated > DateAdd(day, DateDiff(day, 0, GetDate()), 0) And
htblusers.name Is Null
Order By [Last Update] Desc,
[Date Opened] Desc,
[Ticket State],
[Ticket Category]
3 REPLIES 3
pryan67
Champion Sweeper II
Thanks...that actually works very well. I ended up excluding closed and resolved tickets, but that worked for me.
Mike_Bursack
Engaged Sweeper
I know this is an old post but wanted to show what worked for me.

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,
htblusers.name As [User],
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 =
htblticket.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 =
htbltickettypes.tickettypeid
Inner Join htblsource On htblticket.sourceid = htblsource.sourceid
Inner Join htblusers htblusers2 On htblticket.userid_lastnote =
htblusers2.userid
Where htblusers1.name Is Null And htblticket.spam <> 'True'
Group By htblticket.ticketid,
'#' + Cast(htblticket.ticketid As nvarchar),
htblticket.date,
htblticket.updated,
htbltickettypes.typename,
htblticketstates.statename,
htblpriorities.name,
htblsource.name,
htblusers.name,
htblusers1.name,
htblusers2.name,
'../helpdesk/icons/' + htbltickettypes.icon,
htblticket.subject
Order By htblticket.ticketid
pryan67
Champion Sweeper II
So this is interesting. I modified it a little bit, but it's missing a significant number of tickets and I can't find any rhyme or reason to which are missing. It should be showing ALL tickets, from day one, yet I'm showing only 23 (there should be around 100...we just implemented it recently)


Select Top 1000000 htblticket.ticketid As [Ticket Number],
htblticket.date As [Date Opened],
htblticket.updated As [Last Update],
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 [Last Update] Desc,
[Date Opened] Desc,
[Ticket State],
[Ticket Category]