Hello and thank you in advance for your assistance.
I have created a report which has four groups. (GroupName; Priority; Assignee & Call ID)
The report first groups by the 'Group Name,' which is the department, it then groups Priority; Assignee & Call ID under each 'Group Name' or department.
Example:
Client Services (dept. name)
Priority: 1
Assignee: Bob
Call ID: 123456
Help Desk (dept. name)
Priority: 1
Assignee: Charles
Call ID: 678912
It does this for each department in our list and lists out each priority and so on under each department.
Within the same report we have set 'Service Level Agreements' (SLA's) up which will either throw a 'met' or a 'failed' depending on if you met the time requirements to fix the problem.
What I need is this.....
1. For each 'department' I want to total the number of 'Call IDs' assigned to the department.
I was able to do this by creating a summary and putting it under the 'Group Footer #1' section of the
report.
2. For each 'department' I want to total the number of 'Met' SLA's. Meaning I want to total the number of
tickets within each department where the tech met the required time limits.
I have tried to do this by creating the following formula and putting it also under the 'Group Footer #1'
section of the report, however, it worked for the first 'department,' but then gave incorrect information
for each 'department' after that.
The formula I created was...
Numbervar AckMet;
if {@AcknowledgemetMet} = "Met"
Then
AckMet:=AckMet+1;
AckMet;
I know how to make each 'department' work, if I create a separate formula for each 'department,' but
since I am adding the formula to the 'Group Footer #1' it is showing up under each 'department.'
The formula I created which would work, but is not want I'm looking for is....
Numbervar AckMet;
if {@AcknowledgemetMet} = "Met" and
{Command.groupname} = "Client Services"
Then
AckMet:=AckMet+1;
AckMet;
Thanks