I've generated a number of custom reports, however, I wouldn't consider them to be very useful to any external users.  Mostly just some reports to display the number tickets per category, division, support rep, etc.  Not very pretty reports, I don't think sharing them would work well, but I'd love to see what other people have come up with.

We are still running under release 5.6.2 and have established SQL Server Reporting Service (SSRS) in our test environment.  Thus far, we have had very positive results, albeit we are very early in our development and learning curve.  We expect to be able to do great things with filtering.  Current c.Support filters are limited to Date ranges for Open and Closed Incidents.  We are in the process of adding addition filters to our implementation of SSRS under release 5.6.2.

I just got the SQL 2005 Business Intelligence module (SQL reporting in 2000) running and plan to do some reporting in that. I have done a couple of reports from another DB and love the reporting tools. We have created reports and posted the URL in SharePoint 2007 and it works great. If C.Support could get some SQL views for us to report from instead of having to link many tables that would be wonderful.

Hi,

I'm new to this site, and new to the product, although I really love it. I'm doing some reporting, and can't seem to find one to fulfill my boss's request. He wants me to report on how many open, closed, suspended, and planned tickets did a tech have the previous month.

I have only been able to find, the Incidents Closed By Technician for the Month, but I can't find any others, anyone have any suggestions or guidance?

Thanks Much!

Hi toyshika,

Welcome to the site, and welcome to c.Support!

Although there are probably a few community users here that can give you some suggestions/guidance on your reporting concerns, I wanted to interject and let you know that a concern of this nature could quite easily be addressed by the GWI Support Team.

Unfortunately, the GWI Support Team does not actively monitor this community site, as their timely and knowledgeable support is a resource dedicated to c.Support users under current maintenance agreements.  But if you are under such an agreement I would highly encourage you to contact them and they will be happy to assist you with your reporting concerns.

GWI Support:

1-360-397-1099

support@gwi.com

Thanks again for becoming a part of our community.

Best wishes,

Eric

We have been using c.Support and have upgraded to 5.5 and are testing 6.0.  A nice feature is the Survey that has been incorporated.  I would like, however, to see the ability to prevent the support reps from being able to send out questionaires.  I would like to be able to lock down the questionaires so only management or specific people have the ability to send a questionaire.  When I go into the surveys and click on a survey on the details tab there is a box for "Available to Support Reps"  I would like to see this modified so I can UNcheck the box but have another option to add individual names or group(s), such as Management.

I create my own reports by exporting the data.  However, many of my colleagues would like to see reports directly in c.Support.  Mine is a manual process and if I do not run the report no one is able to view it.  One that I create shows how many tickets an Agent created and closed.

Also, the reports view doesn't export the view once you have drilled down into it.  It would be nice if it would do that.

Help with a VCrystal Report please!

I am sure I have done this before, but can't find an example and can't get it to work.

We have a dozen or so custom fields for assets.  Here is a small example of the table:

ID  ID_FIELD  ID_ASSET  DATA

1      1                  100            1234

2      2                   100           5678

3      1                    101          1235

4      2                    101           5678

(the 5678 is a PO Number, the 1234 and 1235 are tracking numbers apart from the Serial Number and Asset Tag)

I want to select all of the assets that have a custom field ID_FIELD=2 and Data=5678.  I want 5678 to appear once in the report header.

In the details, I should have on one line, the asset serial number, asset tag and the custom field where the id_field =1.

I have defined the custom field table twice (ASSET_CUSTOM_FIELDS and ASSET_CUSTOM_FIELDS_1, as I believe that is the key.  But I cannot find the right combination of joins and selects that will get me what I need.  Surely someone has done something like this before that can help me out?

Nevermind!  We got it!  The trick was to join the ID_ ASSET field between the two instances of the ASSET_CUSTOM_FIELDS.

I'm beginning to generate some reporting using SQL rather than Crystal reporting and I want to report on initial response turn around time, total open ticket time (grouped by severity, then category), number of new tickets opened per week, number of closed tickets per week, and total remaining tickets so I can see a trend of climb or decline of total tickets.

If anyone has any suggestions or SQL queries that will help in these reporting situations and is willing to offer some assistance please let me know.  I'm somewhat new to SQL and I'm working through, but any help would be appreciated!