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RhandyCH
Engaged Sweeper
Hello, i hope someone can help me.
We are switching from our current helpdesk tool OTRS to the new Lansweeper Helpdesk. I’m having a problem to create reports from our tickets like we do in OTRS.
The reports should show us following informations:
- Ticket ID
- Ticket subbject
- Ticket date
- Name of User who send (made) the ticket
- Ticket state like "in Progress, closed,..)
- Agent Name who got the ticket
- Reactiontime to sla

I would be really happy to get an answer and a code to build a Report.

Thank you very much.

Best regards
1 ACCEPTED SOLUTION
Nick_VDB
Champion Sweeper III
Below is a report that will give back a ticket overview. We added the fields you requested except for the 'Reactiontime to sla'. There is not existing field that will give back, this would require a more advanced SQL report to calculate manually. You can follow the instructions found here to add the report to Lansweeper


Select Top 1000000 htblticket.ticketid As ID,
htblticket.subject As Subject,
htblticket.date As [Creation Date],
htblusers.name As [Created By],
htblticketstates.statename As State,
htblusers1.name As Agent,
htblticket.slainitial As [Initial Response Date\Time limit],
htblticket.slaresolved As [Resolve time Date\Time limit]
From htblticket
Inner Join htblusers On htblusers.userid = htblticket.fromuserid
Inner Join htblticketstates On htblticketstates.ticketstateid =
htblticket.ticketstateid
Inner Join htblagents On htblagents.agentid = htblticket.agentid
Inner Join htblusers htblusers1 On htblusers1.userid = htblagents.userid
Order By ID

View solution in original post

5 REPLIES 5
nmckinney
Engaged Sweeper
This was helpful. What I need is the ability to see the comment history. Could you point me to that table and how to add it into this report?
aparis99
Engaged Sweeper II
nmckinney wrote:
This was helpful. What I need is the ability to see the comment history. Could you point me to that table and how to add it into this report?


Did you ever find out how to pull ticket comments?
Adam P. wrote:
nmckinney wrote:
This was helpful. What I need is the ability to see the comment history. Could you point me to that table and how to add it into this report?


Did you ever find out how to pull ticket comments?


I am also trying to figure out how to add comments or, ideally, the last user or agent note in the ticket on the report. I have an IT Tickets Aging Report that has Ticket #, Subject, Creation Date, Status, Type, Source, User, Agent, Days Since Creation and the last column I want to be "Last Comment (or note - in ticket)"...something to that effect.

RhandyCH
Engaged Sweeper
Thank u very much. U were a big help for my and my Company.
Greet form CH
Nick_VDB
Champion Sweeper III
Below is a report that will give back a ticket overview. We added the fields you requested except for the 'Reactiontime to sla'. There is not existing field that will give back, this would require a more advanced SQL report to calculate manually. You can follow the instructions found here to add the report to Lansweeper


Select Top 1000000 htblticket.ticketid As ID,
htblticket.subject As Subject,
htblticket.date As [Creation Date],
htblusers.name As [Created By],
htblticketstates.statename As State,
htblusers1.name As Agent,
htblticket.slainitial As [Initial Response Date\Time limit],
htblticket.slaresolved As [Resolve time Date\Time limit]
From htblticket
Inner Join htblusers On htblusers.userid = htblticket.fromuserid
Inner Join htblticketstates On htblticketstates.ticketstateid =
htblticket.ticketstateid
Inner Join htblagents On htblagents.agentid = htblticket.agentid
Inner Join htblusers htblusers1 On htblusers1.userid = htblagents.userid
Order By ID

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