Record Selection Question

[MiagiSan]

Hello,

I am using CR-10 and am having trouble with the following:

I am looking at a table that contains the history of a customer ticket. One ticket can go through several status changes and can be changed by several different Agents. Here is an example of 1 such ticket when I do an SQL query on the history table {RC_ACTION_HIST}

CASE_ID OPER_ID DESC
12345 Agent1 Status changed to Open
12345 Agent2 Status Changed to Waiting
12345 Agent3 Status Changed to Closed
12345 Agent4 Status Changed to Waiting

*** This is in chronological order ***

I want to show which agents are setting tickets to the "Waiting" status. I use a very simple formula in the record selection area to give me the infomation:

{RC_ACTION_HIST.DESCR100} like "*Waiting*"

In the Details area I have CASE_ID and OPER_ID

The problem is that I want to see ALL of the agents that put this ticket in a "Waiting" status but it is only showing me the latest one.

In the example above, I should see Agent2 and Agent4 however I am only seeing Agent4

Report output should look like this when I group by OPER_ID

Agent2 12345
Agent4 12345

Thank you for the help

R

 

[synapsevampire]

The record selection looks correct, it should be showing all of them.

If you are NOT displaying in a grouping, there aren't any limitations as a result of the joins and have no other record selection filtering then it should be fine.

Check what's in the Database->Show SQL Query, and post it as well as everything in the record selection formula.

-k

 

[MiagiSan]

Thank you very much, looks like we got to the bottom of the problem.

I had a date parameter in the record selection and Agent 2 was ouside of the date that I selected.

Sorry about that!

R