Embedded Ticketing Reports

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This section describes how to generate reports that are embedded in SL1 that include information about tickets.

Use the following menu options to navigate the SL1 user interface:

  • To view a pop-out list of menu options, click the menu icon ().
  • To view a page containing all the menu options, click the Advanced menu icon ().

This section includes the following topics:

Generating a Report for Multiple Tickets

The Ticket Console page contains a list of tickets in SL1. From the Ticket Console page you can generate a report on all, multiple, or a single ticket in SL1. The report will contain all the information in the Ticket Console page.

To generate a report for all or multiple tickets in SL1:

  • Go to the Ticket Console page (Tickets tab).
  • Optionally, apply filters so that the Ticket Console page displays only tickets you want to include in the report.
  • In the Ticket Console page, select the Actions button in the top right and select Generate Report:

  • The Export current view as a report modal page appears. Select from the following output formats in which to generate the report:
    • Comma-separated values (.csv)
    • Web page (.html)
    • OpenDocument Spreadsheet (.ods)
    • Excel Spreadsheet (.xlsx)
    • Acrobat Document (.pdf)
  • Select the Generate button to generate the report. If you selected the Force browser to save to disk checkbox in the Export current view as a report modal page, you will be promoted to designate a location to save the report before you can view the report.

Generating a Report for a Single Ticket

You can view and print reports for a single ticket in the Ticket Console page. These reports can be created in multiple formats, and can display a range of information, from a full report to a minimal report.

To generate a report on a single ticket:

  1. Go to the Ticket Console page (Tickets tab).

  1. In the Ticket Console page, find the ticket you want to view a report on. Choose one of the following options:
  • Select its printer icon ().
  • Select its wrench icon (), select the Actions button, and then select Print Report.

  1. The Ticket Report Creator appears and allows you to specify the information to include in the report and the format in which to generate the report:

  • Select from the following list of formats to generate the report:
  • Create Report as HTML Document
  • Create Report as PDF Document
  • Create Report as Open Document Spreadsheet
  • Create Report as Excel Spreadsheet

  • Select one of the following options to specify the information to include in the report:
  • Full Report. Includes a section on Ticket Properties and Ticket Time (includes all information from the Ticket Console page plus additional information from the Ticket Editor page); a section on Ticket Miscellaneous (name of queue administrator and information on other settings and options for the ticket); a section containing all the entries in the Notes & Attachments pane in the Ticket Editor page; and a section on Ticket Logs that includes all the log entries for the ticket as displayed in the Logs tab in the Ticket Editor page.

  • Partial. Includes a section on Ticket Properties and Ticket Time (includes all information from the Ticket Console page plus additional information from the Ticket Editor page); a section on Ticket Miscellaneous (name of queue administrator and information on other settings and options for the ticket); and a section containing all the entries in the Notes & Attachments pane in the Ticket Editor page.
  • Minimal. Includes a section on Ticket Properties and Ticket Time (includes all information from the Ticket Console page plus additional information from the Ticket Editor page), and a section on Ticket Miscellaneous (name of queue administrator and information on other settings and options for the ticket).
  • Comments. Includes all the entries in the Notes & Attachments pane in the Ticket Editor page.
  • Ticket Logs. Includes all the entries in the Logs tab in the Ticket Editor page.
  • Service Logs. Includes all the products selected in the Chargeback Service modal page for the ticket.
  • Exclude cloaked notes from report. If you select this checkbox, cloaked comments are not included in the report.
  • After you have selected the format and the information to be displayed, SL1 will generate the report. You can immediately view the report, or save it to a file for later viewing.