Export of Reports on "slt name" and "status"
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.
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?
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.
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.
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
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
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.
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
You may consider export sloresponse table via "expert search" with your query/criteria, and then sort/combine/filter the result with excel function.