I was given a Crystal Report that was done by another person who no longer works for the company. The requestor of the report has been running this report for a few months and now wants changes dones. The report have buckets of information and the requestor has asked to make changes for each bucket:
Bucket 1 – Open/Resolved & Pending Customer Contact
Kill close date column
Move open code to follow open date (do this for all reports please)
Add resolution notes after open code
Kill category column
Kill contact date column
Bucket 2 – Open NTF –Pending Customer Contact
Kill close date
Kill category
Kill close code
Kill contact date
Bucket 3 – Customer Unreachable – Could Not Troubleshoot
Kill category
Kill close code
Kill ticket state
Kill contact date
Bucket 4 – Resolved – Confirmed
Kill category
Bucket 5 – Resolved – Unconfirmed
Kill category
Kill contact date
(Does it make sense to keep or kill ticket state?)
Bucket 6 – Closed NTF – Confirmed
Kill category
Kill close code
Kill ticket state (these appear to all be N/A – assuming they will always be N/A)
Bucket 7 – Closed NTF – Unconfirmed
Kill category
Kill close code
Kill ticket state (don’t think this makes sense to keep – let me know if you disagree)
Kill contact date
Bucket 8 – MAC – Waiting on Customer Info
Kill category
Kill ticket state
Contact date – where does the rep indicate that they tried to contact the Customer - note field? I think it makes sense to kill this column and add the ticket notes as a column – last column on right.
Bucket 9 – MAC – Customer unreachable
Will tickets in this bucket be open and resolved, or closed. If open and resolved, we wont need close date or close code
Kill category
Kill ticket state
Kill contact date
Add notes ( again, assuming that the attempts to contact will be documented in the notes field). This should be the last column on the right.
How would I make changes in the design for each bucket? I was making changes as I was reviewing the report but when I make a change in a bucket I was deleting an item for all of the buckets and not the individual bucket. Hope this make sense.
Bucket 1 – Open/Resolved & Pending Customer Contact
Kill close date column
Move open code to follow open date (do this for all reports please)
Add resolution notes after open code
Kill category column
Kill contact date column
Bucket 2 – Open NTF –Pending Customer Contact
Kill close date
Kill category
Kill close code
Kill contact date
Bucket 3 – Customer Unreachable – Could Not Troubleshoot
Kill category
Kill close code
Kill ticket state
Kill contact date
Bucket 4 – Resolved – Confirmed
Kill category
Bucket 5 – Resolved – Unconfirmed
Kill category
Kill contact date
(Does it make sense to keep or kill ticket state?)
Bucket 6 – Closed NTF – Confirmed
Kill category
Kill close code
Kill ticket state (these appear to all be N/A – assuming they will always be N/A)
Bucket 7 – Closed NTF – Unconfirmed
Kill category
Kill close code
Kill ticket state (don’t think this makes sense to keep – let me know if you disagree)
Kill contact date
Bucket 8 – MAC – Waiting on Customer Info
Kill category
Kill ticket state
Contact date – where does the rep indicate that they tried to contact the Customer - note field? I think it makes sense to kill this column and add the ticket notes as a column – last column on right.
Bucket 9 – MAC – Customer unreachable
Will tickets in this bucket be open and resolved, or closed. If open and resolved, we wont need close date or close code
Kill category
Kill ticket state
Kill contact date
Add notes ( again, assuming that the attempts to contact will be documented in the notes field). This should be the last column on the right.
How would I make changes in the design for each bucket? I was making changes as I was reviewing the report but when I make a change in a bucket I was deleting an item for all of the buckets and not the individual bucket. Hope this make sense.