I need some help....
I have created a report against our HEAT Call Logging System.
This report does the following...
1. Counts the total number of tickets created by the Help Desk
2. Counts the total number of those tickets that are received from the Home Office.
3. Counts the total number of those tickets that are received from the field.
4. Counts the total number of open tickets remaining.
5. Counts the total number of closed tickets.
The formula I used for these counts are all similiar to the following...
Numbervar total;
if {CallLog.RecvdBy} in ["userid", "userid", "userid", "userid"]
Then
total:=total+1;
total;
When I run this as is, with only the above 5 formula's I get all the information needed and it counts them correctly.
THE PROBLEM:
The problem comes when I add the 'Assignment' page using the Database Expert.
When I add the 'Assignment' page from the HEAT Call Logging System to the report and try using any information off of it and then run the report it duplicates information.
This is why... (I think)
When I run the report with the 'Assignment' page attached it runs through counting the criteria, but if there are two or more "assignments" on a ticket then it will count that call ticket twice (or more depending on the number of assignments).
I think the formula's I have created loop through the information which causes it to count each assignment page.
I need to know exactly how to either write a formula that will only loop through once, or what I can change in my formula to prevent it from counting the same ticket multiple times, even if there are mulitple assignments on the ticket.
I greatly appreciate your assistance.