How to get a Task table report to show On Hold Incident tickets

[Ben124]

I have a report running on the Task table trying to show a holistic view of tickets (i.e., INC, CHG, PRJTASK, etc.) that are non-closed and assigned to a particular group.  This report is broken down by assignee.  What we find is that some INC tickets that are in an On Hold state are missing.  That's because when pulled from the task table they are showing as Closed Complete instead of On Hold, and we have all Closed Tickets filtered out.  These tickets do show up on a report ran against the INC table.

Does anyone have any suggestions of how to get those to appear?  I presume it's because they share the same value on both tables.  I don't want to change them though because other states shar the same value without any problems...so I imagine there is something causing this to show up a certain way in relation to On Hold.

[Ashutosh Munot1]

HI,

That is true because the on hold state is only for incident table and not for parent table. So you will have to run a report on incident table for this tickets.

Thanks,
Ashutosh

[Ben124]

So, what is the workaround for this?  We are looking to pull a holistic view of tickets, not just incidents.  I want to see Person X's non-closed tickets in one report.  I'm sure there's a way to do that, just not sure how since this is roadblocking us.  That's really what I'm looking for.

[Ashutosh Munot1]

Hi,

You may need to use it as it is or create metric for this.

Thanks,
Ashutosh

[Community Alums]

That should just work with the filter active=true. 

By default "closed" tickets get marked with active as false.