Standard Text Usage
SummaryReport which can show list of total incidents created and Incidents where the standard text was applied
I want a report which can give me list of incidents created , and where the standard text was applied in those incidents. The queue name, agent who applied the standard text and standard text name.
The current report i built, gives me duplicate values for The drilldown report which i have for list of all incidents created . And for the drilldown report i have for the list of all incidents where standard text was applied- in this it is giving me the correct standard text applied, but the account name is not correct who applied it. For e.g - if a incident has standard text applied by 2 different agents. It is giving the name of the last agent who applied the standard text for both the standard text.