Analytics Tips and Tricks

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Analytics Tips and Tricks Christopher Martin Sr. Infrastructure Support Specialist christopher.martin@apptix.com

Joins Inner vs. Outer Joins – What is the difference and when should each be used? Example: Lets see a report of all Staff Accounts and how many open Incidents they have assigned to them: Assigned Agent Incident Count accounts.full_name count(incidents.ref_no)

Joins - Inner Assigned Agent Incident Count David 3 Chris 5 Peter 9

Joins - Outter Assigned Agent Incident Count John Fred David 3 Chris 5 Fred David 3 Chris 5 Peter 9

Joins – Base Table The order at which columns are added can change the default data that is shown.

Date_Group Use the date_group function to break up your data into intervals. Example: Lets see a report that shows us how many incidents were created per hour today. First, add a variable:

Date_Group Column s First Column: Time Second Column: # Incidents Created count(incidents.ref_no)

Date_Group Filter A 'gotcha': If you use a date_group function, the date that you use it with must be filtered.

Date_Group Result

Custom Scripting So what is custom scripting?

Custom Scripting - Example Setup an extremely simply Grid report with 3 columns: First Name: contacts.first_name Last Name: contacts.last_name Any Christophers?: '' (that is simply two single quotes, so that nothing is output) Next, go to the Level tab and choose the Custom Scripts button. Click on the Process tab and paste in the below code: