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Former Member
Feb 19, 2009 at 11:39 PM

Problem with totals on report.

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I am creating a report which allows the user to select a date range and then shows the following...

  • Total number of tickets opened by the Help Desk.

  • Total tickets remaining opening.

  • Total number of tickets closed by the Help Desk.

  • Total number of tickets reassigned to another area.

When I run the report, the total number of tickets opened by the Help Desk is accurate and the total number of tickets reassigned to another area are accurate, but the total tickets remaining open and total number of tickets closed by the Help Desk are not. For some reason they seem to add a couple to the total.

I have the following listed in my Selection Expert..

{CallLog.RecvdDate} in {@StartDateFormula} to {@EndDateFormula} and

{CallLog.RecvdBy} in ["I have a list of associates user IDs."]

The formula's I have created are as follows...

Total number of tickets opened by the Help Desk.

DistinctCount ({CallLog.CallID})

Total tickets remaining opening.

Numbervar Open;

if {CallLog.CallStatus} <> "Closed"

Then

Open:=Open+1;

Open;

Total number of tickets closed by the Help Desk.

Numbervar ClosedByHD;

if {CallLog.CallStatus} = "Closed" and

{CallLog.ModBy} in ["I have a list of associates user IDs."]

Then

ClosedByHD:=ClosedByHD+1;

ClosedByHD;

Total number of tickets reassigned to another area.

Numbervar TicketsReassigned;

if {Asgnmnt.GroupName} = "Help Desk" and

{Asgnmnt.RESCODE} = "Reassigned"

Then

TicketsReassigned:=TicketsReassigned+1;

TicketsReassigned;

What I think may be happening is if the call ticket has more than 1 assignment, it is counting that ticket twice.

I have tried going into the Format Field area to not allow duplicates, but this has not helped.

I also checked 'Select Distinct Records' under the Database drop down and this has not helped.

Any ideas or suggestions is greatly appreciated.

Edited by: Gary Timm on Feb 19, 2009 5:39 PM