Help with CABI ticketed Alerts report

Document ID : KB000096490
Last Modified Date : 18/05/2018
Show Technical Document Details
Question:
Hello, so I was asked if there was a way to keep track over time how many tickets we got, in each queue and also how many alerts were ticketed either by the integration (r-click open ticket) or by manually entering a ticket # in the ticket ID field. I immediately looked at the SOI CABI report called Ticketed Alerts. This was great but it was missing the fact that some alerts get manually ticketed by the engineer manually entering the ticket # and assigning it to the ticket. The OOTB CABI report only include the r-click Open Ticket tickets from out SOI & SN integration. I need to know how I can modify the report thru which ever means possible to include the alerts who's ticketID column is populated or changed. Need to know how would I modify the report and include this option.
Environment:
SOI 4.0
Jaspersoft 6.1
Answer:
The Ticketed Alerts report will only count valid ticket that has the value for the TicketURL field. When you manually entry a value for the Ticket ID, it will only put the value in the SvcDeskTicket field but not in the TicketURL. The report is querying the following fields 
<field name="AlertID" class="java.lang.Long"/>
<field name="AlertDetail" class="java.lang.String"/>
<field name="Active" class="java.lang.Short"/>
<field name="Acknowledged" class="java.lang.Short"/>
<field name="AssignedTo" class="java.lang.String"/>
<field name="ReportedTime" class="java.sql.Timestamp"/>
<field name="Severity" class="java.lang.Integer"/>
<field name="TicketURL" class="java.lang.String"/>
<field name="LoggedTime" class="java.sql.Timestamp"/>
<field name="loggedtimedate" class="java.sql.Date"/>
<field name="sum_ticket_alerts" class="java.lang.Integer"/>
<field name="SituationMessage" class="java.lang.String"/>
<field name="SituationType" class="java.lang.String"/>
<field name="SvcDeskTicket" class="java.lang.String"/>
<field name="ClearedTime" class="java.sql.Timestamp"/>
<field name="ClassName" class="java.lang.String"/>
<field name="Label" class="java.lang.String"/>
<field name="alert_src" class="java.lang.String"/>

You can use the JasperSoft Studio to create customize report which is not supported. 
Jaspersoft Studio is not included with SOI and must be downloaded separately from Jaspersoft.