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eddoria01
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Quote eddoria01 Replybullet Topic: Grouping people into groups
     Posted: 17 Jul 2011 at 5:20pm
Hi all
 
I need to create a report from data which has several people listed as technicians. I need the report to have drill down by groups:
 
desktop support has three individiuals
infrastructure support has three individuals
systems support has three individuals
 
In the report i need to show:
Desktop Support =  total help desks
Infrastructure Support = total help desks
Systems Support = total help desks

When someone clicks on any of the three sections, it needs to expand to the raw data.
 
In the raw data there is no listing of the support groups.
 
My question is there a way to add an if statement parameter which says:
if name of technician is x, y or z put them in desktop;
if name of technician is a, b or c put them in infrastrucutre
if name of techniican is d, e or f put them in systems.
 
Then somehow use the support names in the report.
 
is this possible?
 
Any help would be greatly appreciated.

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Vera Hawkins
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DBlank
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Quote DBlank Replybullet Posted: 18 Jul 2011 at 7:54am
make a formula field as
if table.name in ['john smith','amy jones','elliot sanders'] then 'Desktop' else
if table.name in ['tim a','tom b','christina c'] then 'Infrastructure' else if table.name in ['jenny d', 'kate e'] then 'Systems' else 'Missing Group'
 
and then use this formula field as your group
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eddoria01
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Quote eddoria01 Replybullet Posted: 24 Jul 2011 at 3:33pm
SmileThanks for the response. I will give it a go.
Any help would be greatly appreciated.

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Vera Hawkins
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eddoria01
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Quote eddoria01 Replybullet Posted: 24 Jul 2011 at 5:38pm

Your suggestion works well. However I need to calculate a SLA percentage using values for each group. The formula editor says that I cannot use that new department field.

I have one column called Total Calls which is for each person and is a count of all work orders.
 
The second column is a called field which provides the number of Calls Within SLA. This is for each person.
 
For the department group the Total Calls and Calls Within SLA work but I cannot get the SLA Percentage to work.
 
How would I calculate for each department?
Any help would be greatly appreciated.

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Vera Hawkins
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Quote DBlank Replybullet Posted: 25 Jul 2011 at 4:06am
not following exactly what the issue is. can you explain a little further?

Edited by DBlank - 25 Jul 2011 at 4:07am
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eddoria01
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Quote eddoria01 Replybullet Posted: 27 Jul 2011 at 1:37pm
Yeah sorry.
 
Ok. What I have are technicans and their help desk calls. We have SLAs which we need to meet. I have a formula which calculates Calls Within SLA and SLA Percentage.
 
The report is grouped by technican and there is a group total for No of Calls within SLA and then SLA Percentage. There is also a report total for No of calls and SLA Percentage.
 
I need a further grouping by section. This is the first part of my request. I have the if statement putting the names in the section. ie if name is fred smith or sarah brown then Business Solutions else etc.
 
I need to calculate SLA Percentage by these sections. This is what I am struggling with.
Any help would be greatly appreciated.

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Vera Hawkins
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eddoria01
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Quote eddoria01 Replybullet Posted: 27 Jul 2011 at 5:44pm
The report looks like:
 
Section (ie Business Solutions or Infrastructure etc)
 
People within the groups     Total calls | Calls within SLA  |  SLA %
 
Then subtotal of Total calls in the section. Total Calls within SLA in the section.
 
My struggle is getting the SLA % by section.
Any help would be greatly appreciated.

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Vera Hawkins
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Quote DBlank Replybullet Posted: 28 Jul 2011 at 4:35am
since you have a group level you can use calculations to that are reset at that higher group level. Do not think of it as trying to use calculation that you already did for the people group but you recalculate for the 'Section' as if the people group did not exist.
For example if you have a group and do record Sum per group and you also want a total record SUM you do not use
SUM(SUM(field,group)) which is trying to sum a sum
but rather
SUM(field) which is just doing a single sum for the report
the two values would be the same but in general crystal does not let you sum sums or count counts.
 
Does that help?


Edited by DBlank - 01 Aug 2011 at 3:53am
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eddoria01
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Quote eddoria01 Replybullet Posted: 31 Jul 2011 at 6:50pm
Thanks for the help. I actually started all over again and it now works.
Any help would be greatly appreciated.

Thanks and regards
Vera Hawkins
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