Ask the Community
Groups
How to Resolve Report 'abending' Issue when we use Ticket and Ticket Notes objects in Ad-Hoc Reports? - Connect IT Community | Kaseya
<main> <article class="userContent"> <p><strong>Question</strong>: How can I resolve report 'abending' issue when we use <em>Ticket</em> and <em>Ticket Notes</em> objects in Ad-Hoc Reports? </p> <p><strong>Answer</strong>: We have seen the reports time out when using <em>Ticket</em> and <em>Ticket Notes</em> categories. This is because our reporting engine, Exago, will be trying to get data from <em>both</em> the object tables and if both of these categories do not have a valid filter the report will then time out. </p> <p><br><img src="https://us.v-cdn.net/6032361/uploads/migrated/EUK7JQKIMXID/mceclip0.png" alt="image" class="embedImage-img importedEmbed-img"></img></p> <p> </p> <p><strong>Solution</strong>: To avoid this we have built an internal JOIN on the database level and create a new Exago object that joins <em>Ticket</em> and <em>Ticket Notes</em> to avoid Performance on Exago joining. As a result, we will not have to add ticket and ticket notes as separate objects - this will be creating a join at the server level. </p> <p>All Fields from the Ticket will be found in this new <em>Ticket Notes</em> object for which you will not need to go out of this object.</p> <ul><li>Create a report and use <em>Ticket Notes </em>object to test this out:</li> </ul><p><img src="https://us.v-cdn.net/6032361/uploads/migrated/UKX41P1SP45E/mceclip1.png" alt="image" class="embedImage-img importedEmbed-img"></img></p> <ul><li>We have done a similar join for <em>Ticket</em> and <em>Ticket Time Entries</em> and the object to use here is <em>Time Spent</em>. </li> <li> This will get all time entries related to certain tickets and output the aggregate time spent: </li> </ul><p><img src="https://us.v-cdn.net/6032361/uploads/migrated/09QRYBMYIPI7/mceclip2.png" alt="image" class="embedImage-img importedEmbed-img"></img></p> </article> </main>