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Former Member

Total Tickets for month / Total Closed / Total Remain Open / Total Reassign

Hello, I'm hoping someone can help.

I need to figure out how to do the following:

I need a report which shows the total number of calls received within a given period of time (example from 9/15/08 to 10/15/08, allowing the user to select the dates).

From that total number of tickets, I need it broke down to how many of those tickets were closed within that same time period; how many remain open and of the tickets remaining open, how many were reassigned.

I'm pulling this information from HEAT Call Logging System.

I hope someone can help.

Thanks

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2 Answers

  • Best Answer
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    Former Member
    Oct 15, 2008 at 04:14 PM

    Hi Gary,

    To get the required information you may have to write 3 formulas :

    formula1

    Numbervar closed;

    if TicketStatus = 'Closed"

    Then

    Closed:=Closed+1;

    Closed;

    formula2

    Numbervar open;

    if TicketStatus = 'Open"

    Then

    open:=open+1;

    open;

    formula3

    Numbervar reassign;

    if TicketStatus = 'Reassign"

    Then

    reassign:=reassign+1;

    reassign;

    Now place these formulas on your report details section and insert summaries to get the total count.

    Thanks,

    Sastry

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    • Former Member

      I've been working alittle more with Crystal Reports and know alittle more about how to create formulas.

      I've taken the information you have given and created a few formulas.

      With this formula, I am trying to get a number of all tickets that are not closed.

      Numbervar TicketsOpen;

      if {CallLog.CallStatus} <> "Closed"

      Then

      TicketsOpen:=TicketsOpen+1;

      TicketsOpen;

      For some reason when the formula gives me the total count, it is adding 1 for each assignment within the ticket. So if I have 10 tickets that are not closed and 3 of them have 2 assignment pages, it is giving me a total count of 13 (10 open tickets + 3 additional assignments).

      In my Select Expert I have it broken down by {CallLog.RecvdDate} in {@StartDateFormula} to {@EndDateFormula} and {CallLog.RecvdBy} with a list of associates.

      I have tried to figure out a way to suppress the additional assignments if the Call.ID is the same, but Section Expert for the Report Footer does not allow for suppressing for duplicate information and I'm not sure how to write this into the above formula.

      Any ideas?

      Thanks again.

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    Former Member
    Oct 15, 2008 at 04:38 PM

    Create 3 running totals like

    #Closed:
    
    --add the summary field
    --select summary as count
    --use formula for evaluate and write the formula like
    TicketStatus = "Closed"
    
    #Open:
    
    --add the summary field
    --select summary as count
    --use formula for evaluate and write the formula like
    TicketStatus = "Open"
    
    #Reassign:
    
    --add the summary field
    --select summary as count
    --use formula for evaluate and write the formula like
    TicketStatus = "Reassign"

    place these running totals in report footer

    Regards,

    Raghavendra

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    • Former Member Former Member

      When you create the new running total then select the field "Call Status" and add the summary as count and in Evaluate select use formula and paste the formula like

      ="closed"

      Now for reset select the group after which this total has to reset. If there are no groups then no need to select.

      Also if you want to format the total without decimals then right click on the total field go to format field and in number tab select the required format.

      Hope this helps!

      Raghavendra