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How to show in a report the icon of the channel from which an incident has been raised

Received Response
edited Aug 20, 2015 5:43PM in Reporting & Analytics for B2C Service 4 comments


Hi all,

I have a report the shows all the incidents associated to a contact and the icon (or image) of the channel from which the incident has been raised (eg. Twitter, Chat, YouTube, etc...).

The icons are shown in a column of the report by means of the following function:

to_char(if(substr(incidents.subject,1, 7)='Twitter',1,if(substr(incidents.subject,1, 8)='Facebook',2,if(substr(incidents.subject,1, 7)='YouTube',3,if(incidents.source_lvl2=3001,4,if(incidents.source_lvl2=1001,5,if(incidents.source_lvl2=5001,6,if(incidents.source_lvl2 = 1017,7,if(incidents.source_lvl2 = 5002,7,if(incidents.source_lvl2 = 9002,8,if(substr(incidents.subject,17, 8)='Fan Page',2,if(substr(incidents.subject,1, 8)='Rightnow',9))))))))))))

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