Reporting and Analytics for Service

Get Involved. Join the Conversation.


    Thread Sequence and Private Notes
    Topic posted January 31, 2018 by Todd Bronze Medal: 1,250+ Points 
    117 Views, 2 Comments
    Thread Sequence and Private Notes

    I have been wrestling around with a report and was wondering if anyone out there has any ideas or encountered it before.  I have a report that is simple and totals the amount of incidents created over a time period, pretty straightforward.  What I need is to exclude any incidents that were created in the console where the first entry in the message thread is a Private Note.  I have tried various combinations of the sequence and notes on the thread table but so far no luck.  




    • Sebastiaan Draaisma

      Hi Todd

      I tried the following syntax in a report filter

      first(threads.entry_type, threads.entered, threads.seq)

      It will show the first message type entry but can unfortunately not be used in a report filter
      You might have to build your reports with AND & OR nodes.
      See this article for a more detailed explenation about the function of these nodes and how you may be able to acomplish the filter you need.
      I myself found this KB article very helpful
      How do I use the Logical Expression feature in reports?

      I will attach the clickable picture in this answer as an attachment here.

    • Carl Elliott

      What if you make your thread table the root and then filter on Seq=1 and thread_type Not !=1,  what you would miss is any incident without a thread entry.   

      You could also try putting the filters in an outer join, depending on how you structure the report it that can make a difference.