Home » Forums » Symantec Products and Technologies » Helpdesk Solution

Report on Resolved Incidents

Report on Resolved Incidents
Submitted by acachero on 3 September, 2008 - 23:32.

Currently we are using HD_Current View to report on incidents which status is 'Resolved'.
How else are other users recording their resolved incidents in Altiris?
What is the best way to do it?
If possible, can you please provide us with a sample SQL so that we can import it onto Altiris and see if it's right for us.
Thanks

Closed action

mboggs's picture
Submitted by mboggs on 4 September, 2008 - 13:14.

I use the status="Closed" and action="Closed" to capture those. 

workitem_status_lookup_value='Closed' and workitem_action='Closed' ORDER BY workitem_number ASC

Hi Mboggs, I used the

Submitted by acachero on 4 September, 2008 - 17:42.

Hi Mboggs,
I used the Wizard and the query is stated below:

SELECT
T0.[workitem_number] AS 'Incident Number',
T0.[workitem_status_lookup_value] AS 'Status'
FROM [HD_workitem_current_view] T0
WHERE (T0.[workitem_action] = 'Closed'
AND T0.[workitem_status_lookup_value] = 'Closed') AND DATEDIFF(DAY, T0.[workitem_created_on], GETDATE()) <= %N Days%
ORDER BY T0.[workitem_number] ASC

However the results are coming up with incidents which have the created date of way past the 7 days that I declared in the paramaters.

I hope you're able to assist.

Thanks

variable

mboggs's picture
Submitted by mboggs on 5 September, 2008 - 10:28.

make sure your variable of N days is set to 7 in your report parameters and that the checkbox for Replace with SQL parameter is checked and the Prompt for value is NOT checked.

I used this SQL and hard coded 7 days and only get 7 days worth of results, so it must be your parameter.