I need a report that contains basically all of the information from the Service Desk - Ticket Report Part and a custom field called ChargeableTime (or any other custom field I've created would be good)
I am able to generate the report that contains the data I require using Legacy Reports but the format is not usable to me. From what I can see a new style report will give me the information in a table that I can easily use.
Can anyone please point me in the right direction to create a new report part, name value part or use a combination of them to somehow generate the report.
Thanks in advance.
Good News Everyone!
Custom Fields, for Reporting in Service Desk, have been hot-fixed out. Let me know how it goes.
Brad, can you share the report that you have now, so we can see the data, and then maybe share a mockup of what you are trying to do? I can assist you. If something is missing I can see about getting it added to the dataset. Thanks.
Thanks for the quick reply.
Below are 3 screenshots.
I'm not sure of the finer details of how the filters etc would be setup.
I realise there is the built-in time tracking but we want that to run as well as the technician entering the time chargeable as a double check.
This is the field our technician fills in as they work on the job. This is the custom field.
Mockup of how the report would look.
How I think the report part would look to make the report.
Don't have a solution to this but we have exactly the same need.
Any solution to this would be much appreciated
It looks like we just need to add the custom fields to the dataset you mentioned and everything is good to go. We have done this under Audit > Machine Summary dataset for the custom fields within Audit and just need to copy this. Let me get a ticket put into the system for this feature request. I will update this post on my progress.
Thanks Chad that will be excellent.
Also looking forward to see what you come up with here.
We need to create a report from Service Desk containing two custom fields (HoursWorked and WorkReport).
Have you made any progress with this, I've been trying to figure out a way to do the exact same thing and not had much luck.
A quick update. I have submitted a ticket to our development team and they are working on adding the Service Desk custom fields to the dataset. I will post here when the hot-fix is released. I do not anticipate any issues.
Would you have a rough ETA on when we might see the hot-fix for this?
Let me see if I can get one. It had proven to be more complicated than expected.
The feature update is still with our development team. Unfortunately integrating the custom fields for Service Desk is a more difficult task then doing it for Audit (which I referred to up top). I am still tracking the ticket and hope to have an update soon. Thanks.
Any news about this?
Thank you Chad, this is going to make my life so much easier.
A question related to this is why the HTML tag's is included. Is there any smart way to filter this out or is this something that you guys have to fix?
Glad this will be helpful.
Let me check on those HTML tags. That is strange.