Our Service Workbooks include all active tickets over the last 10 weeks as well as all open tickets. Do you want to exclude data from your Autotask Service Workbook that is not related to your ticket performance? We provide an “Advanced Where Clause” that you can use to limit your data. Examples of tickets to exclude might be queues of recurring tickets, ticket type of sales, etc.
Here are the steps and the syntax used for filtering:
Steps to exclude data from your Service Workbook
On the config tab of your service workbook, we provide a section for an Advanced Where Clause.
When you click on the “Update Where Clause” button, you will be presented with the following form:
This form allows you to enter in a SQL statement to filter your results.
Syntax used in Advanced Where Clause
Here is the syntax used to filter by some of the top ticket attributes:
Filter by Queues
Wh_queue.queue_name not in (‘Recurring’, ‘Internal’)
Filter by Issue Types
wh_issue_type.issue_type_name not in (‘Sales’, ‘Admin’)
Filter by Sub-issue Types
wh_subissue_type.subissue_type_name not in (‘Rejected’)
Filter by Status
wh_task_status.task_status_name not in (‘On Hold’)
Filter by Source
wh_ticket_source.ticket_source_name not in (‘Sales Form’)
Filter by Account
wh_account.account_name like ‘Auto%’
Combining Multiple Filters
You can combine multiple filters using either an AND or OR between them.