3 Replies Latest reply on Sep 21, 2010 1:55 PM by aparker

    resolution

    Rookie

      Hi All,

       

      Have been asked by the boss to create a query  which shows all the resolution catergorys of resolved incidents. Is this possible within the service desk and if so, can anyone point me in the right direction.

       

       

      Cheers

        • 1. Re: resolution
          aparker Employee

          Hi David,

           

          Ok, the first question is... Are you capturing the Resolution Category? In LDSD there is a specific category object for Resolution, but a lot of customers will actually link the main category that is used at creation to the Resolution object instead. This means that you only have to maintain one list for both, but you can report on each. Whichever way you are approaching this, the approach is to write the query based on the Resolution object and not Incident. As a general rule, if you want to report on information that is entered in a collection, always use that collection as the start point of the query.

           

          Hope that helps.

           

          Andy

          • 2. Re: resolution
            Rookie

            Hi Andy,

             

            Thats hit the nail on the head, I was going the wrong way about it.Have set it up and  working fine after your mail.

             

            Cheers for that.

             

            David

            • 3. Re: resolution
              aparker Employee

              Great!