How to exclude 'Employee-My username' in 'All Tickets' report?

[Ajinkya1]

Hi All,

We have a situation where we don't want the user executing a report to see the tickets where they are 'Employee' i.e. affected user.

When 'All Tickets' report is executed, the selection offers to select 'Employee - My User Name'. However, there is no option to exclude 'Employee - My User Name'.

Is there any other way to achieve this?

Regards,

Ajinkya

[former_member145911]

Hi Ajinkya,

Use a relative select with a not condition.

For e.g. Processor = !(Employee - My User Name). Type it in manually within the selection field rather than using the lookup.

Regards,

Jameel

[Ajinkya1]

Hi Jameel,

I liked your idea and really thought this would work.

But when I tried it in system e.g. Employee = !(Employee - My User Name), the results excluded the 'Not Assigned tickets' instead of my tickets.

Regards,

Ajinkya

[former_member145911]

Hi Ajinkya,

Did you try with the processor field instead? In the sandbox environment I tested in, it worked fine for me.

I believe the Employee field may not always be the processor. So assuming that in your scenario you want the report to be based on the 'Assigned To' field then processor might be a better choice. Also just to let you know the selection criteria for me did not work with some other similar fields for e.g. Agent (Ticket).

Let me know how you get on.

Regards,

Jameel

[Ajinkya1]

Hi Jameel,

Our requirement focuses on 'Employee' field only; and this filter isn't working there.

The design for Employee support scenario- Ask Hr expects all employees to view tickets in SuccessFactors Ask HR platform. However, from C4C standpoint, the design allows agents to view all tickets in the C4C box. Our business users aren't accepting it for confidentiality reasons.

Regards,

Ajinkya

[Juliuspereira]

Hi Ajinkya,

You are correct. In the 'relative' search there isn't an option to exclude Employee - My user name. You could try an alternate approach of using the employee field and one of the operators below.

With this approach, every person executing the report would have to add their user name/ employee id to the selection criteria and exclude it and then run the report. So some training will be involved.

Julius

[Ajinkya1]

Hi Julius,

Thanks for responding.

The intent of excluding 'self' is to ensure that the agents never know tickets raised for them. It's applicable in special scenarios like promotions, transfers, terminations etc.

Hence, user-training won't be helpful. We in fact want to set the filter in reports as default and lock it for any change from end-users.

Regards,

Ajinkya