HEAT Call Logging - Mulitple Assingments

[slurm]

Hi,

My first post on here even though I used the site before and found help from other peoples issues / answers.

Wondered if anyone can help with the following:

I am producing what I though was a simple report using Crystal 11 and data from Heat Call Logging 8.4.4 using a SQL database. In our HEAT database a created support ticket can have multiple assignments (various IT departments) but I need to report on all tickets that are only assigned to one specific department in the last 30 days. When I run my report I get all tickets assigned to that department but also tickets which have other departments assigned as well.

My base Report Expert formula is:

{CallLog.RecvdDate} in ToText(Year(CurrentDate-30),0,"") + "-" + ToText(Month(CurrentDate-30),"00") + "-" + ToText(Day(CurrentDate-30),"00") to ToText(Year(CurrentDate),0,"") + "-" + ToText(Month(CurrentDate),"00") + "-" + ToText(Day(CurrentDate),"00") and
{Asgnmnt.GroupName} = "System Administrators"

I have tried various arguments based on the Asgnmnt.GroupName field but I cannot get it to return tickets assigned to "System Administrators" only.

Maybe I'm missing something simple but if anyone has any suggestions I'd be grateful.

Thanks,
Brian

 

[CoSpringsGuy]

The formula should be in your records selection formula. Is that where you have it?

{CallLog.RecvdDate} in Aged0to30days
and
{Asgnmnt.GroupName} = "System Administrators"

_____________________________________
Crystal Reports XI Developer Version
Intersystems Cache 5.X ODBC connection

 

[lbass]

Is this your entire formula?

-LB

 

[slurm]

Hi,

The formula I've shown is how it is at the moment. I've not added any of my non working attempted formula's to ignore any call tickets that only have an assignment to the "System Administrator group". So therefore it's showing every ticket with an assignment to the "System Administrators" along with all other assignments as well.

It really needs to be something along the lines of:

If {Asgnmnt.GroupName} = "System Administrators" and {Asgnmnt.GroupName} = "ANY OTHER GROUP" then supress, I know that's not correct syntax but wanted to try and explain it better.

The formula is in record selection. It not using "{CallLog.RecvdDate} in Aged0to30days" as the HEAT database field type for dates / times in a string.

Again, any help is greatly received.

 

[CoSpringsGuy]

Im still uncertain of exactly where you are going but I can tell you that your suppression statement about will only suppress the record if {Asgnmnt.GroupName} is both "System Administrators" and "ANY OTHER GROUP". This obviously cant be the case. So if you are using that formula as the suppression formula change the AND to an OR and see if your results are different

{Asgnmnt.GroupName} = "System Administrators" OR {Asgnmnt.GroupName} = "ANY OTHER GROUP"

_____________________________________
Crystal Reports XI Developer Version
Intersystems Cache 5.X ODBC connection

 

[lbass]

If {Asgnmnt.GroupName} is an actual field name, you will not get any other instance of this field than the one you are using in your record selection formula:

{Asgnmnt.GroupName} = "System Administrators"

The only way you could get other values is if you have an "or" clause in your selection formula which is not set off properly with parentheses.

-LB

 

[pfheg67]

Slurm, wondering if you ever got this resolved. I am having a similar issue. I want each group to print ie: HelpDesk, Systems, Program, DataComm and then each call id to print under the appropriate group. The issue is some call id#'s appear under multiple groups which should not be the case. I want the most current {resolve order} to own the ticket or the most current {assigned date} to own the issue. i have been scouring the boards for an answer on this. LBass has been trying to help me so maybe i can point her to thread as it might explain it a little better