How to filter list to remove duplicates element Ids

[BijoyDeb]

Hi all,

Our service desk team is working on few tickets (its a custom process/ ticket) that are not getting closed on their name.

They want to get those tickets in report to show them to their managers that they have touched these many tickets.

I thought of creating a database view between that custom table and Journal entry table (with all conditions to identify they have commented on those tickets, also its for only one service desk member) and then to create report on that database view.

but on journal entry table I can see multiple comments added by user for same element ID/ ticket.

Now it will increase count of tickets even if comment was added by user on same ticket.

How can i get this duplicates removed from list or report?

Please guide me on this, thanks!!

[Mark Manders]

Just do a group by on the ticket in your report. Show it per user and it will show the record only once.

[BijoyDeb]

Hi Mark, thanks for replying!
User is only one, I want ticket to be shown only once even if it has multiple comments  by that user

Apart from Group by is there any way I can keep only single entry in list per ticket and remove others if possible?

[Mark Manders]

Not with existing data, because it's not saved in any other way. 

Next to that: if it is really necessary that agents show their managers that they updated a ticket through a report, I think there is something wrong inside the company. Managers can see this for themselves in the ticket. 

And: you aren't showing any real updates, because you are just saying 'this user updated record x', not what they updated. So it there really is a trust issue from management, you should do that group by, because it will also show you de content of the comments. Otherwise a 'I am going to check on this' is also an update that can just be put into every ticket, every day and you show that you updated the ticket.

[BijoyDeb]

okay, then I think there are specific keywords in comment added by service desk team on ticket like activated/ enabled/ resolved etc. Might need to add that condition as well while creating report