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.
Understood.
There isn't a nice way to do this direct from task then - as the integers behind the states are different (as you're seeing) - for example, here's the tables where 3 isn't "closed" or "complete"
I'm not sure if there's a nice way around this, but I'm subscribing to this in case anyone else has one!
I have had the same issue:
The report should show all tickets which are assigned to a team (or to me) and we want to have only tickets with the Task Type "Incident" or "Catalog Task". Also the tickets should not have a closed or resolved state
The problem:
If you work with the table "Task" which includes all task types there is an translation issue from table "Incident"
In table "Incident" you can filter out "Closed Complete" and tickets with "On hold" state will be displayed
In table "Task" you cannot filter out "Closed Complete" as in this table the original "On Hold" state is translated as "Closed Complete" (I think this is a bug)
Solution:
- Create a report from table "Task"
- Filter your assignment group or different filter like "Assigned to" if you want to have specific persons
- Next Condition you need to add is "Active" and set this to true
(No all closed Tickets will be filtered out) - As a "Resolved" Ticket is still an active ticket, you need now to filter out only the State "Resolved"
(As closed Tickets already filtered out in 3. by Active state) - You can now also filter Task Type to specific type, like "Incident" and "Catalog Task"
Now you will see only active tickets, no resolved tickets BUT also the "On Hold" Incidents in Reports from Table "Task"
Here my filter i am tested with:
I am having the same issue of On Hold not appearing when using the Task table as well. I have set many of the same filters as you did including Active = True and State <> Resolved. What I have found though is that while the report technically shows all of the active tickets it is showing the label for the On Hold tickets as Closed Complete. Have you found a way to get the label to update to show as On Hold instead of Closed Complete?
