CA Service Management

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  • 1.  Reports with tickets for the group on a specific date

    Posted Jul 11, 2016 03:33 PM

    Hi Evebody,

     

    To support the service management of our managers ( backlogs control), I need to show tickets on that particular date that the resolver group was, on that date, "XPTO" .

     

    Someone has gone through this? What solution was implemented ? Any idea? I believe the act_log table can help ..

     

    Thanks very much,

     

    Rafael



  • 2.  Re: Reports with tickets for the group on a specific date
    Best Answer

    Posted Jul 11, 2016 05:29 PM

    Hi Rafael - for something like this I would recommend using a reporting/dashboard tool such as CABI 6.2 (JasperSoft) or Xtraction.  Writing a manual query for this would be quite complicated.  Additionally please keep in mind that using the act_log in a query can result in a very long query which can slow down a system substantially so I would recommend doing this in a test environment first.

    Hope this helps a bit.

    Thanks,

    Jon I.



  • 3.  Re: Reports with tickets for the group on a specific date

     
    Posted Jul 15, 2016 01:45 PM

    Hi rmps - Did Jon_Israel's response help answer your question? If so please mark as Correct Answer. Thanks!