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Topic

    Pavol Procka
    Display duplicate incidents (emails) from the queueAnswered
    Topic posted June 15, 2017 by Pavol ProckaJourneyer, last edited June 15, 2017 by Danette BealGuru 
    55 Views, 9 Comments
    Title:
    Display duplicate incidents (emails) from the queue
    Content:

    Hi,

     

    I am quite new to reporting so I hope my question will not be too trivial.
    I am trying to create a report that would show only the incidents in our Qs that came from the same email address, however I am struggling to create the filter.

    I managed to do it with a Group Filter where I first group all duplicates to one level and then just set a Logical expression as Count(*) >1 which worked. I now however am trying to make the same report without grouping or having 2 levels ( so that I don't have to open each email address to see all duplicates, but to simply have all duplicates listed on one page (level). When I enter the same filter I used in the group it still returns all emails in the Q, not only the ones that have a duplicate email address.

    Any suggestions?

    Many thanks

    Pavol

    Edited subject by Danette Beal to shorten

    Version:
    Service Cloud

    Best Answer

    Bastiaan van der Kooij

    Hey Pavol,

    see attached report for the setup you're looking for.

    Bastiaan

    Answer

     

    • Danette Beal

      Hi Pavol,

      Can you attach a screenshot of the report definition? You can find it under Home > Reports section will show Definition with a drop down.

      thanks!

      Danette, Community Manager

    • Bastiaan van der Kooij

      Hey Pavol,

      you would need to add a second incidents table to show the individual ones. So you end up with a join like;

      Incidents > Contacts > Incidents2

      Then you add your group filter on the first incident (as you had before) and use the second incidents table to display the individual incidents.

      Bastiaan

    • Pavol Procka

      Hi,

       

      thanks both and I believe if my skill was a bit better what Basstiaan is saying would work. Just need to get my head around how to do it...

      I am also attaching both definitions, one for the 1st report which does only return duplicates, second for the report which I cannt manage to use the count(*) >1 filter to work (it only appears n the group filters and seems to work on multiple levels only).

    • Bastiaan van der Kooij

      Hey Pavol,

      see attached report for the setup you're looking for.

      Bastiaan

    • Pavol Procka

      Thanks Bastiaan, that worked swell!

    • Danette Beal

      +1 to Bastiaan for the virtual consulting! 

      Thanks!!!

      Danette, Community Manager

    • Pavol Procka

      Hi Bastiaan / anyone who knows,

       

      I came across one thing in the report that I do not fully understand why is happening.

      When I bring up the results and select multiple incidents to open them separately, it only works when I select incidents with a different email address.

      When I select 2 or more incidents with the same email address and open separately it only opens one of them.

       

      What do I need to change to be able to separately open the incidents that came from the same email addresses?

      I have attached the report definition as xml here.

    • Bastiaan van der Kooij

      Just make sure that the Incident table that shows the individual records is the base of your Join. So either you change the join around like Incidents2 > Contacts > Incidents, or just change the columns and filters in your report from incidents to incidents2 and vice versa.

      When there are duplicate tables in the Join Tree, the first one will be used to identify the record to open / delete etc..

    • Pavol Procka

      And the star shines brightly again :)
      Thanks Bastiaan - you are that star - changing the joins worked!