HemantVaswani Outstanding Contributor.
Outstanding Contributor.
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Export of Reports on "slt name" and "status"

Hi,

Reference to the attached screenshot and the enclosed area in green color, please suggest how to get the columns of "SLT Name" and "Status" in the export of reports.

Thanks and Regards

Hemant Vaswani

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13 Replies
Absent Member.. Diana_Umana Absent Member..
Absent Member..

Re: Export of Reports on "slt name" and "status"

Hello 

 

I hope you are doing fine.

We are reviewing your post and will get back to you as soon as we get an update.

We will keep you updated.

Cordially

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estelle_yang Super Contributor.
Super Contributor.

Re: Export of Reports on "slt name" and "status"

Hello Hemant,

May I know what kind of report you are creating?

The source data is "SLT Process Target - sloresponse"

Name of these 2 fields are "SLT Name" and "Current Status".

Hope it helps.

HemantVaswani Outstanding Contributor.
Outstanding Contributor.

Re: Export of Reports on "slt name" and "status"

hi,

where to find the "source data is "SLT Process Target - sloresponse""

 

Thanks and Regards

Hemant Vaswani

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estelle_yang Super Contributor.
Super Contributor.

Re: Export of Reports on "slt name" and "status"

Hi Hemant,

May I know what you are indicating speaking of export of "Report"?

Is it the report module of SM 9.4x?

If not, could you please specify the steps you are using to export the report?

Thanks,

Estelle

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HemantVaswani Outstanding Contributor.
Outstanding Contributor.

Re: Export of Reports on "slt name" and "status"

Hi,

the conventional way of getting the export of reports, i.e. inside index loging of operator or admin, we can go to  " common queue > more > export to file > csv file

this export can show the data of following headers

Interaction ID , Open Time , Close Time , Status,  Affected Service , Assignee , Category , Subcategory , Area,  Title , Service Recipient  , Next Expiration , Urgency ,  SLT Breach etc etc.

 however, we still want to add two more headers which are mentioned screenshot  in the above post.

hope this clarifies the doubt.

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estelle_yang Super Contributor.
Super Contributor.

Re: Export of Reports on "slt name" and "status"

Hi Hemant,

Thanks for the clarification.

It's not possible to export these fields of interaction records to csv files in out of box system.

It is because when exporting qbe list, system selected fields from a single dbdict table, while these fields displaying on the screenshots were from another table called sloresponse via virtual join.

Besides, for 1 interaction record, there might be multiple SLT records attached - we cannot simply export them to 1 row in csv file.

You could export directly from that table called sloresponse itself.

If you have to do it when exporting interaction records, I am afraid you need to write customization-codes to inserts these records from sloresponse table to the incidents table of interaction module.

If it is an important feature you'd like to have, you may would like to contact PSO engineers for further help.

Thanks,

Estelle

HemantVaswani Outstanding Contributor.
Outstanding Contributor.

Re: Export of Reports on "slt name" and "status"

Hi,

Fair enough, you had thrown sufficient light to affect the requirement.

could please suggest how to view and export the sloresponse table,

Also, could you please tell whether, "sloresponse" will carry  both the fields mentioned in this post and other information like respective incident id/ interaction id along with date time stamp etc.

Thhanks and Regards

Hemant Vaswani

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HemantVaswani Outstanding Contributor.
Outstanding Contributor.

Re: Export of Reports on "slt name" and "status"

Hi,

What could be the alternate option or workaround for such an standard requirement, we are just struggling to get a response and resolution SLA for a given interaction record.

 I am sure the must be something in place.

Thanks and Regards

Hemant Vaswani

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estelle_yang Super Contributor.
Super Contributor.

Re: Export of Reports on "slt name" and "status"

Hi Hemant,

If it's not a must to report both SLA and Interaction in one csv file, you could export table "sloresponse" to get the information you are looking for.

You could go to data manager, type sloresponse in table field.

Then search the interaction ID in field "Related ID". The result would be all related SLT records attached to this interaction record.

The 2 fields on SLT tab in interaction are "SLT NAME" and "Current Status" in sloresponse table.

Hope it helps.

Best Regards,

Estelle

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HemantVaswani Outstanding Contributor.
Outstanding Contributor.

Re: Export of Reports on "slt name" and "status"

Hi,

The above option is applicable only if we look for a few tickets and for certain incident. in stead of going in data manager, each record also shows the required details, but of no use.

My requirment of daily basis, unknown and max imum number of records, rather how do we prepare a MIS for huge number of records. say 200 or above...

Thanks and Regards

Hemant Vaswani

 

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estelle_yang Super Contributor.
Super Contributor.

Re: Export of Reports on "slt name" and "status"

Hi Hemant,

You may consider export sloresponse table via "expert search" with your query/criteria, and then sort/combine/filter the result with excel function.

Best Regards,

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HemantVaswani Outstanding Contributor.
Outstanding Contributor.

Re: Export of Reports on "slt name" and "status"

Hi,

This seems to be of great hope, could you please elaborate the steps...where do we find expert search.

Thanks and Regards

Hemant Vaswani

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HemantVaswani Outstanding Contributor.
Outstanding Contributor.

Re: Export of Reports on "slt name" and "status"

Hi,

any one, please try above  to answer.....

Thanks and Regards

Hemant Vaswani

 

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