SarahR

I seem to have resolved this now - turns out I was missing a step in the Workflows relating to the Raise New button. Thanks for you help.

we have 2 services: Log a request Log an Incident All methods of raising a ticket should link to the relating service, depending on if it is an Incident or Request. If you log a ticket via the portal or raise it via email, and hen go to the email button in the ticket, it prefills the email with the template. However, if you log a ticket via the "raise New" button it does not. I am not sure how that relates to what you are meaning and would appreciate some pointers on where to look to get this resolved. Thanks

Sorry for the delay in replying to you Steve. Not sure I follow what you mean but the workflows for the button (Raise New > Incident, or, Raise New > Service Request) are both set as catalog items for the related service in Service Portfolio.

when we log tickets via the Raise New button in service management and then go to email. there is no template in use. eg: however, when a ticket is logged via email or portal, the email tab uses the Request form Template: What configuration am I missing to get tickets raised via "Raise New" to use the email template when sending emails from tickets?

HI all we are starting to use Routing rules and scheduled requests for a few items that come into our instance and don't need triaging by 1st line. They just raise and go straight to the team to progress. We don't seem to be able to set a category during the set up of the rules though. for eg: To us, categorizing a ticket is standard requirement when raising a ticket so I am surprised at its absence. Yes, we can manually set the category once a ticket is raised but it would be good to be able to do this automatically as the relating routing rule or scheduled request is always the same category. Am i missing something really obvious?

@Victor that is exactly the issue! Thank you, I knew it would be something simple, that has resolved it. Thank you for helping me again.

When raising a ticket via the Raise New > Incident option: It takes you through an intelligent Capture form to capture the details. This includes a node to select the Team and an optional Owner. When you do select an owner and Finish raising the ticket as such: When you then view the ticket, there is no owner for the ticket: What am I missing? it is likely something obvious that I am overlooking. Thanks in advance!

yep, thanks Victor. I can confirm that the change to the report to add Category was not set resolved this issue. I have also made my agents go back and set categories for their tickets too (mean i know, but they should have been doing it anyway! ) but have also added it to the process for any new tickets. So we should be sorted! Thanks so much for you help with this!

thanks @Victor, have PM'ed you.

The following tickets show on the VIEW (of tickets resolved last month) but not when you run the report (of tickets resolved last month): IN00038364 IN00038380 IN00038391 IN00038423 IN00038436 IN00038465 IN00038471 IN00038474 IN00038508 IN00038518 IN00038524 IN00038540 IN00038542 IN00038546 IN00038554 IN00038556 IN00038570 IN00038579 IN00038597 IN00038601 IN00038604 IN00038617 IN00038634 IN00038637 IN00038650 IN00038653 IN00038665 IN00038672 IN00038677 IN00038684 IN00038692 IN00038700 IN00038701 IN00038703 IN00038710 IN00038711 IN00038727 IN00038729 IN00038747 IN00038756 IN00038763 IN00038764 IN00038771 IN00038773 IN00038786 IN00038788 IN00038792 IN00038794 IN00038799 IN00038806 IN00038809 IN00038810 IN00038812 IN00038828 IN00038834 IN00038841 IN00038852 IN00038864 IN00038871 IN00038877 IN00038896 IN00038908 IN00038913 IN00038917 IN00038950 IN00038980 IN00039007 IN00039009 IN00039011 IN00039012 IN00039022 IN00039028 IN00039036 IN00039051 IN00039076 IN00039086 IN00039100 IN00039102 IN00039108 IN00039111 IN00039120 IN00039128 IN00039130 IN00039132 IN00039133 IN00039137 IN00039140 IN00039146 IN00039147 IN00039161 IN00039165 IN00039179 IN00039187 IN00039193 IN00039196 IN00039212 IN00039216 IN00039221 IN00039222 IN00039223 IN00039233 IN00039238 IN00039249 IN00039255 IN00039258 IN00039266 IN00039281 IN00039286 IN00039309 IN00039311 IN00039346 IN00039347 IN00039358 IN00039367 IN00039369 IN00039383 IN00039390 IN00039403 IN00039415 IN00039424 IN00039430 IN00039438 IN00039447 IN00039449 IN00039451 IN00039452 IN00039476 IN00039477 IN00039478 IN00039484 IN00039487 IN00039498 IN00039507

That makes sense... however the views show me MORE tickets than what the reports do. If it was an issue of what teams are supported by the logged in account, surely the results of the view would be less than the report?

Thank you for your reply. I am logged into the master Admin account when running the report and viewing the view. So there should not be any differences in regards to permissions etc, unless I am not understanding what you are referring to. I have also amended the report to remove the filters, so it just has the date logged between start and end of last month and where the category is not 203 (which is the category for the Category Is Not filter in the view and I still get the same result as when I had the additional filters in the report: I'd expect a slight difference in numbers between the view and the report but 115 is quite a big difference. I have exported the results of the view and compared them with the results of the report (amended so it shows a list with the reference numbers) and there are legitimate tickets that show on the view that are not showing on the report. Although, it seems to be Incidents that this is occurring. The Service Requests match on both the report and view. I have also tried amending the report to just report on the Incidents report entity rather than Requests and I get the same differing results too. We only use Incidents and Requests so would not expect any other Report Entity's to be involved anywhere.

Hi all I am working on some reporting and while building the reports I also created a view to see if the figures matched to give me an idea if I was on the right track with the report configuration. However, They do not match. I have this view which gives a total of 1113 tickets raised in the previous month: However, this report totals as 998 Can anyone advise what I am doing wrong or why the numbers differ please?