How to create a report that will show closed cases by the contact when the incident was created as resolved.

Products

• ServiceDesk

Issue/Introduction

 

Resolution

Note: This an example of how to modify reports created to work around an issue that will be resolved in ServiceDesk 7.1. To have custom reports created please contact consulting services.

1. Create a copy of the “List closed and resolved incidents by Analyst”.
   Note: You can rename it as “List closed and resolved incidents created as resolved by contact”.
2. Edit the new report using the Action icon for that report.
3. On the left click “Add custom incident Data”
4. In the new window click "Add".
5. In this window select “Created_as_already_resolved” from the first dropdown.
6. Now click the check box at the end of the line and click "OK".
   Note: This basically translates to filter the report by "Created as already resolved = true".
7. Back on the "Edit Report" screen, scroll down the Data column and uncheck “I am primary contact”
8. Now check “Contact”
9. In the Contact window chose "Submitter" from the Contact dropdown and click "OK".
10. On the "Edit Report" screen switch from the Data to Options tab.
11. In the Group By: dropdown change "Assigned To" to "Contact".
12. Click the "Save" button.
     

You will now have a report that will filter all incidents that were resolved on the first call using the "Resolved" button rather than the "Create Ticket" button and sort the incidents by contact.