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Former Member
Mar 05, 2009 at 04:17 AM

Need help with Totals

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Easy enough, I am trying to find the following totals...

1. Total number of tickets created by the Help Desk.

2. Total number of those tickets remaining open.

3. Total number of those tickets closed by the Help Desk.

4. Total number of those tickets reassigned to another department.

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

1. Total number of tickets created by the Help Desk.

DistinctCount ({CallLog.CallID})

2. Total number of those tickets remaining open.

Numbervar Open;

if {CallLog.CallStatus} <> "Closed" and

{Asgnmnt.GroupName} = "Help Desk"

Then

Open:=Open+1;

Open;

3. Total number of those tickets closed by the Help Desk.

Numbervar ClosedByHD;

if {CallLog.ClosedBy} in ["LIST USER IDS"]

Then

ClosedByHD:=ClosedByHD+1;

ClosedByHD;

4. Total number of those tickets reassigned to another department from the Help Desk.

Numbervar TicketsReassigned;

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

{Asgnmnt.RESCODE} = "Reassigned"

Then

TicketsReassigned:=TicketsReassigned+1;

TicketsReassigned;

It seems the 'Total number of tickets created by the Help Desk' is returning the correct value needed, however, the other three are not.

The formula for the 'Total number of those tickets remaining open' and 'Total number of those tickets closed by the Help Desk' seem to add a couple numbers to the total. I think this might be because some of the tickets have multiple assignments and it is count each assignment in the ticket. With that said I think I need something in my formula to not allow it to count one ticket twice.

The formula for the 'Total number of those tickets reassigned to another department' is also incorrect. Somehow I need to take in account that some of the reassignments were within the Help Desk and should not be counted as reassignments to other departments. I don't know what formula to use to remove them from the total.

Hope you can help.

Thanks.