Report if ticket is open and has no active assignments

[gennaroalpha7]

Hello Teachers -

I have been asked to create a report with tickets that are "Open" and have no "Active Assignments". Most tickets that are "Open" have at leaset one "Active" assignment. They want to find tickets that are open, but do not have any "Active Assignments" so they can issue an assignment for the ticket. Need help with this please, as this calls for more than just basic skills.

A ticket can have multiple assignments - some assignments can be "Closed" or some can be "Active".

I have used (see below) these in the Record Selection to isolate these tickets but it's not taking. For example, ticket 1175373 has five assignments, 2 are "Active" and 3 are "Closed". This ticket is on the report because it fullfills the record selection code - it has three assignments that are "Closed". But, I would like tickets to be on the report if they are "Open" and have no "Active" assignments.

Date ({CallLog.RecvdDate}) in Lastfullmonth and
{CallLog.CallStatus} = "Open" and
{Asgnmnt.AssignStatus} <> "Active"

Thanks.

G.

 

[kray4660]

You would need to remove your filter, put each condition in a formula and see what kind of output you are getting. Without knowing the data it would be a lot of guessing.

 

[gennaroalpha7]

Hi -

Here's a snap-shot of the data output. Please review.

Thanks.

G.

Please click this link.

https://www.dropbox.com/s/flbpy40ai3j9bdw/Open Tickets No Active Assignments 6.10.2014.PNG

 

[kray4660]

Is there any possibility that there are leading or trailing blanks (or other non-printable) characters in the {CallLog.CallStatus} or {Asgnmnt.AssignStatus} fields? Putting trim() around the fields might help.