In this lesson we will cover:
– 'Generate Report' System Use
– Use on a Ticket
– Filtering the Report with Variables
'Generate Report' System Use
To create a report in a ticket you can use an action with the system use 'Generate Report'. When creating an action (Configuration > Tickets > Actions > Details) you will need to select the system use as seen below:
Fig 1. Generate Report system use on an action
Selecting this system use against the action then gives us the option to select the report that we would like to be created:
Fig 2. Selecting which report to generate when the action is used
Use on a Ticket
Then, when this action is added into a workflow and used, the specified report in the action will be created as a PDF and attached to the ticket. The PDF that is generated can be edited by following the path seen below and selecting reports in the drop down:
Configuration > Reporting > PDF Templates
Fig 3. Reports type in PDF Templates
Fig 4. Report generated on the ticket via the action
Filtering the Report with Variables
$-Variables can also be used in the specified report to filter on the current tickets information ($-FAULTID), $-CLIENTID also works in a similar way.
An example of how to use these variables in the Data Source of a report can be seen below.
Fig 5. Filtered report with a variable
This report would then only show the data for the client who is assigned to the ticket that the report is being generated from.
