How can I generate custom reports on the data in WN Help Desk or WN Help Desk Web?
You can use any third-party application that can generate reports from an ODBC System DSN data source. For example,
you can create reports in Crystal Reports, Microsoft Access, or Microsoft Excel. Below is an example of how to create
data reports in Excel by querying the data using the Microsoft Query tool. The example steps are given using
Excel 2000:
- Create an ODBC System DSN connection to connect to your database
- Open Microsoft Excel and select Data, Get External Data, New Database Query
- From the list of Databases select the System DSN name that you created in the first step then click OK
- Select the table names and/or columns that you wish to add to the query. In this example, select
HelpRequests and UserNames then click Next
- Select any filters for your data. In this example, select the CallTaken column, choose "is greater than"
in the first drop-down list and select or enter a date value in the next drop-down list of "1999-01-01 00:00:00".
Then, click the And options and enter "is less than" in the first drop-down list and enter a date value in the next
drop-down list of "2000-01-01 00:00:00". Then, click the Next button.
- Select any sort fields. In this example select "CallTaken" in the first drop-down box and choose the Ascending option.
Then, select "TimeStamp" in the next drop-down list and choose the Ascending option. Click the next button.
- In the "What would you like to do next?" screen select "Return Data to Microsoft Excel" and click Finish.
- When prompted "Where do you want to put the data" select your begining cell and click OK.
- The data will then be imported into Excel in the order you specified. In this example you would see any
tickets for the 1999 calendar year sorted by the date and time the ticket was created.
- You could then remove any unwanted fields, make any necessary calculations (such as average turn-time on closing
a ticket), and create a graph of the performance directly within Excel.
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How can I import information into the User Names table from another source
To perform the following import you must have Microsoft Access installed on your computer. You perform the import of the CSV file from within Microsoft Access.
You need to create a CSV (comma-separated values) file with the following header:
"LastName", "FirstName", "PhoneNumber", "OfficeLocation", "OrgCode", "Admin", "LevelOfProficiency", "OperatingSystem", "EmployeeNumber", "EMail", "UserName", "Address1", "Address2", "City", "State", "ZIP", "Country", "Notes", "AllowLogin", "AllowEditInfo", "PrivLevel", "Password", "CustomField1", "CustomField2", "CustomField3", "CustomField4", "CustomField5", "CustomField6", "CustomField7", "CustomField8", "CustomField9"
You must include at least the LastName, FirstName, LevelOfProficiency, and EmployeeNumber. The other information is optional. If you do include an OrgCode the value must already exist in the OrgCodes table.
You import this information by selecting File, Get External Data, Import. Then, select the file that you wish to import. Select the Delimited option from the Import Text Wizard and click Next. Select Comma for the delimiter, click "First Row Contains Field Names" and click Next. Check the option for "In an Existing Table" and select the User Names table from the drop-down list then click Next. Click Finish and your information will be imported into the User Names table.
The following file is a sample text file that you can use as a template for importing user information into your User Names table:
Sample.zip
The same procedure could be used to populate any of the tables in the database. You can view the Design of a table to see what the required header names are and in what order the entries need to be placed in the CSV file.
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