P. Nordqvist Posted February 7, 2019 Share Posted February 7, 2019 Hi, We are logging many of our calls using the Email Routing Rule Templates. Now I have created a Report in Service Manager to show on which Catalogs we log our requests. Then I discovered that all requests logged via the user System AutoResponder have NULL in the Catalog column in the database. Catalog ID is populated but it doesn't really help me to create a readable report. Kind Regards Per Link to comment Share on other sites More sharing options...
Victor Posted February 7, 2019 Share Posted February 7, 2019 @P. Nordqvist - if I remember correctly, this was raised internally not long ago, so I think dev team is aware and working on it. Meanwhile, you could use the catalog item table and join it with the requests table to have the catalog name displayed in the report... Link to comment Share on other sites More sharing options...
David Hall Posted February 7, 2019 Share Posted February 7, 2019 Just to follow up on @Victor's previous post, this was identified previously and was fixed in build 1408 of Service Manager, from that build onwards the catalog name should be populated when raising requests via the routing rules. Regards Dave. Link to comment Share on other sites More sharing options...
Victor Posted February 7, 2019 Share Posted February 7, 2019 Thanks, @David Hall ... Looks like I did not know the full facts @P. Nordqvist - I can see you applied the latest update so going forward this field will be populated in requests table. Unfortunately, the fix does not apply retroactively therefore for reports pulling older requests you will need to get the information from the catalog item table... Link to comment Share on other sites More sharing options...
P. Nordqvist Posted February 7, 2019 Author Share Posted February 7, 2019 Thanks for the info guys, I will review this on new calls coming in and provide you with an update. Cheers Link to comment Share on other sites More sharing options...
P. Nordqvist Posted February 7, 2019 Author Share Posted February 7, 2019 Hi, I can confirm this is now working since some weeks. Is there a chance to make a mass update on calls not having the Catalog in the table? The reason thy I ask is because we have a bit more than 1000 calls where this information is missing. Kind Regards Per Link to comment Share on other sites More sharing options...
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