|Title||Enter the text that is to appear at the top of the report. This field is used to identify existing reports when they need to be updated or run again.|
SupportDesk 2017 includes the option to select the Type of report from the first screen of the QuickReport Designer. From here, you can select straight away the type of output you want to achieve with the report, such as a Standard column report, Summary only which just gives an output of summary figures, Chart only which just produces graphs, CrossTab for data output in cells, or an Alert! Report for sending automatic event management reports.
|Database||Choose the database that is to be reported on.|
|Folder||Identify the ticket folder that provides data for the report. This may be <Current Folder> and so uses the one that is currently selected, or be one that you specify.|
|Table||You may want to base the report on live or archived records or both, or choose <Current> to use whichever type is selected.|
|Customer Lock In||Select a customer if only that customer can use the report through the WebServer.|
|Login Lock in||Select a login if only that login can use the report through the WebServer.|
|Org Lock In||Select an Organisation if only that Organisation can use the report through the WebServer. Only WebGuests that are locked to the same Organisation will have access to this report|
|Internal||Tick the box if the report is not to be available to a WebGuest accessing via the WebServer.|
|Categories||Click ‘None’ to view all the available categories, then highlight individual categories using CTRL. Click. Select ‘All’ to report on all categories.
The category type prefixes each name e.g:
Use the <Blank> entries to select records that have no value for this particular field. For example, if you select priority <Blank>, tickets with no set priority are considered for the report. Records meeting the highlighted selection criteria are included in the report.
|Customers/Groups||Click ‘None’ to view all the available Customers, then highlight individual Customers using CTRL. Click Select ‘All’ to report on all Customers.
Use the entry <Customer> when creating a report for Web Guest logins. This restricts the ticket selection to the Web Guest’s tickets. Use the Group entries to report on this group of customers.
|Products||Click ‘None’ to view all the available Products, then highlight individual Products using CTRL. Click. Select ‘All’ to report on all Products.
Products are listed with their versions.
|Logins||Click ‘None’ to view all the available Logins, then highlight individual Logins using CTRL. Click. Select ‘All’ to report on all Logins.
Remember that Logins can only see report statistics for the tickets that they are allowed to view (e.g. for a specific folder – this is set via Login priveleges on the Settings dropdown in the SupportDesk toolbar). You can use the <Login> entry to create a report for individual users who have logged in.
|Use these check boxes to differentiate between tickets assigned to or raised by a login.|
|Prompt?||Tick the box against any of the four lists to cause entries to be selected at report run time. If so, when the report is run, a list box appears for each of the marked subsets in turn so that you can select the values required. If the report is to be run as a scheduled report ensure that there are no prompts required on the report.|
||Tick the All box if the report is to include all categories.|
|Exclude||Tick the box to exclude records with the highlighted values.|
|Search For||Use these fields to filter the records from the selected database. It is easiest to choose the field first as the search for entry will then offer valid values.|
|Search in Field||Select a specific field to search in:
Select whether the field should equal, be like, or not be like:
Then enter the search term or item from those available in the specified field: