Field Limting

[gennaroalpha7]

Hi -

I have a input box called 'Asgnmnt.Assignee'. This is where technicians are assigned tickets - each ticket can have multiple technicians/assignments assigned.

I would like to create a report that only list tickets that have only one technician/assignment. For example, I was thinking of creating a formmula like this, and inserting that formula into the report.

{Asgnmnt.Assignee} <= [highlight #FCE94F]1[/highlight]

My question: Is this the correct method of going about this? When I check this it highlights the number 1 and says 'A String is Required Here'

The other method I tried is to list the technicians and pull the report based on these technicians, but doing it this way requires maintenance.


Thanks for your help.

Alpha7

 

[gennaroalpha7]

Here's the link to version 3, please take a look.

I added, and sorted, the 'Asgnmnt.DateAssign' and 'Asgnmnt.TimeAssign' fields to this report. And, unchecked the "Supppress" formatting on the Detail section and I got rid of the conditional suppression formula that you requested.

Thanks and have a good one.

Alpha7

Here's the link.

Link

 

[pmax9999]

Not sure what you are doing. The structure of report has changed (details moved to GH), suppression box still ticked and conditional suppression still there. In addition, the Record Selection formula has changed.

ID 01068838 now only has 1 Assignee (and therefore should be on the report), and 01110399 has dropped off the report completely. Both of these changes appear to the result of the change to the Record Selection formula.

I can't help you if you keep chopping and changing.

 

[gennaroalpha7]

Hi Pete -

In my last post I included a link. It was to version 3 of the file. Is that the one you reviewed. If it's not, I appologise. I am still learning dropbox.

Here's the link again....

Link

or

https://www.dropbox.com/s/u34b2s7oksuncff/BWHelpdesk_One_Assignment_Report_v0.3-5.rpt

Thank you.

Alpha7

 

[pmax9999]

OK, so which CallIDs on the report do you say shouldn't be there. Without being able to identify records that appear on the report incorrectly it is impossible to troubleshoot.

The record selection formula has changed since the first version you provided, so of the 2 example CallIDs I referred to initially, one does not appear on the report at all, and 1 is on there but only has 1 assignee (and therefore should be there), which I can only assume has occurred because of the Record Selection change.

I would also suggest that for the purpose of testing and troubleshooting you select a smaller dataset (ie, limit the date range) so as to make it easier to work with.

Cheers
Pete

 

[gennaroalpha7]

These are some of the CallIDs or Tickets that shouldn't belong. I have listed them as 'Ticket # with the number of assignees or assignments e.g. XXXXXXX (X)'. Note: The assignees belong to the 'BWHelpdesk' group, but there are a few more groups, and in the future the group restriction would be lifted in the 'Select Expert - Record'. If it's possible.

1125487 (5), 1125497 (4), 1125513 (2), 1125514 (2), 1125522 (3), 1125529 (4), 1125533 (2), 1125536 (3), 1125540 (2), 1125555 (2), 1125563 (2), 1125592 (3), 1125596 (3), 1125600 (3), 1125668 (3)

Thanks for your help. I realize the DB is not the best, but anything you can help with is appreciated. Here's an updated (link) file with a smaller dataset.

Alpha7

Link

or

https://www.dropbox.com/s/ooi4pqy4wl0vn6f/BWHelpdesk_One_Assignment_Report_v0.4.rpt

 

[pmax9999]

If I take the Group Selection formula out of your report, the Tickets you have listed above still show only one Assignee and therefore should appear on the report when the Group Selection formula is reinstated. It therefore seems that your Record Selection formula is impacting the results. What happens if you take the "{Asgnmnt.GroupName} in ["BWHelpdesk"]" line out of the Record Selection?

Pete

 

[gennaroalpha7]

Hi -

When I remove "{Asgnmnt.GroupName} in ["BWHelpdesk"]" the results are practically the same. All the (as above) tickets show on the report except for the following...

1125592 (3) and 1125600 (3)

and when I remove the "DistinctCount({Asgnmnt.Assignee},{CallLog.CallID}) <= 1" Group Selection formula, these two return to the report along with the others.

Thank you.

Alpha7

 

[pmax9999]

Do you agree that, if you remove the Group Selection formula, each of the Tickets identified in your post of 14 Jan 14 16:47 only show 1 record ? If not, which Tickets do you believe have multiple assignees?

Assuming you are seeing the same results I am, the conclusion can only be that those tickets only have 1 assignee, and therefore correctly appear on the report.

To be honest, I am not sure what more I can do to assist. Maybe your employer needs to invest in training for you, either through external training providers or better still, someone working in the business with you to give you one-on-one training.

All the best.

Pete