Login / Register  search  syndication  about

          George Jensen's Blog

George Jensen on Reporting, Business Intelligence, Crystal Reports, Visual Analyzer, and more.

Improving the SalesLogix Ticket Knowledge Base Crystal Report

The SalesLogix Support Ticket Knowledge Base Crystal Report is a very straight forward and well built document.  On this my second review of the document I almost left it as is but I came up with a couple of things that might make the report a little better.  Here is the initial review.

Start Excerpt .......... 

The Support Ticket Report provides all of the top level Ticket information.  The report is written very well, I could not find anything wrong from the development side of things.  Some things you could do would be to include Ticket History and Ticket Activity Summaries but this report is operating very well as is.

End Excerpt .......

I will add teh ticket Activites but I also thing I think I will add to the Notes Label the word "Internal"  to represent what field is actually being used.  I will also set up this section to display the words "There are no Internal Notes" instead of just displaying the empty Notes field.  Finally I will add some type of text based search criteria so an organization such as Customer FX, where we have built an extensive Knowledge base, can limit data based on key words or phrase.   I talked to Larry Halsrud our Director of Support and he liked this last idea, he said if  we extended the search to include Ticket Activities then we would really have a nice report. 

The first two items I have done many times in these blogs so today I will focus on the search criteria.  The first thing we need is a parameter field.  Name the parameter "Text", the Type will be "String", under the Value section add nothing to the list, under Value Options section I added the Prompt Text of "Enter your Search Criteria text to filter your search, or hit the space bar once to see all records. " then set the Prompt with Description only to "True", and Allow custom values to "True".

With the Parameter established I added the following to the Record Selection Formula:

{TICKET.ADDKNOWLEDGE} = "T"

and
(
Lowercase({?Text}) in LowerCase({TICKETPROBLEM.NOTES})
or
Lowercase({?Text}) in LowerCase({TICKETSOLUTION.NOTES})
or
Lowercase({?Text}) in LowerCase({TICKETACTIVITY.ACTIVITYDESC})
)

BEcause Larry said that many times some of the detail on how he corrected an issue was in the detail of the Ticket Activity, I  built a sub report to show the Ticket Activities for any Tickets that qualified for the report.  I then played around with the alignments and formatting, I also removed all tables to the main report except ACCOUNT, TICKET, TICKETACTIVITY, TICKETPROBLEM, and TICKETRESOLUTION. Here is a screen shot.

For Customer FX I was asked to update this report a little more.  Larry wanted to be able to search by Account, and he wanted all tickets included in the search.  So I removed {TICKET.ADDKNOWLEDGE} = "T" and Added {?Account} = {ACCOUNT.ACCOUNT} from the Record Selection formula.  And created the following parameter field.  Name the parameter "Text", the List of Values will be "Dynamic", under the Value section I searched for and found the Account field, under Value Options section I added the Prompt Text of "Enter Account Name: " then set the Prompt with Description only to "True", and Allow custom values to "False". 

Larry won't stop drooling.  This report now does something that searching the knowledge base does not, search TicketActivity Notes.

Download the updated Report here and thanks for reading.

Get all of our Free SalesLogix Reports here...

Have a great day.

What's This?
  
Bookmark and Share

About George Jensen

   George Jensen is a Senior Developer for Customer FX Corporation.


Related Content
   Preserving Custom Roles, Secured Actions, and Assignments in Infor CRM (formerly Saleslogix) Upgrades
When upgrading between levels of Infor CRM one of the tasks that is commonly needed is to run a batch/exe
Posted on Dec 16, 2014 by Kris Halsrud to Kris Halsrud's Blog
 
   Easily Showing and Hiding Tabs at Runtime in Infor CRM (Saleslogix)
Showing and hiding tabs in the Infor CRM (Saleslogix) client should be an easy thing. It should be someth
Posted on Dec 16, 2014 by Ryan Farley to Ryan Farley's Blog
 
   Checking Infor CRM (Saleslogix) Picklists for valid data
This week I received a question about a particular picklist. One of the picklist items, when chosen, wou
Posted on Dec 05, 2014 by Dale Richter to Infor CRM Questions & Answers
 
   InforCRM (formerly SalesLogix) Web Issues with McAfee VSE 8.8 Patch 4
We have see an issue with SalesLogix v8.0 and v8.1 web clients where randomly all users are bounced due t
Posted on Dec 05, 2014 by Mark Duthoy to SalesLogix Support
 
   Avoiding the Dirty Data Message When Programatically Redirecting to a Record in Infor CRM (Saleslogix)
In my last post I wrote about using the OnClientClick property of a control (or button) to run JavaScript
Posted on Dec 02, 2014 by Ryan Farley to Ryan Farley's Blog
 
Comments

 

SalesLogix Ticket Reports (Part 5) - The Reporting Blog said:

Pingback from  SalesLogix Ticket Reports (Part 5) - The Reporting Blog

August 13, 2009 2:57 PM

Leave a Comment

(required)  
(optional)
(required)  
Add
All contents Copyright © 2014 Customer FX Corporation
Customer FX Corporation
2324 University Avenue West, Suite 115
Saint Paul, Minnesota 55114
Tel: 800.728.5783

  Follow @CustomerFX on twitter
Follow the best news, tips, and articles
  Subscribe to Customer FX on youtube
Watch SalesLogix tutorial videos from Customer FX
Login / Register