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</style><p><strong>In this guide we will cover:</strong></p><p><strong>- Opening the Query Builder</strong></p><p><strong>- Adding Fields</strong></p><p><strong>- Adding Conditions</strong></p><p><strong>- Generating the Report</strong></p><p><strong>- Adding Filters</strong></p><p><strong>- Saving the Report</strong></p><p><strong>- Using the Report</strong></p><p><strong>- Customising Fields (Sorting, Grouping, Count, Compare to previous period)</strong></p><p><strong>- Using the Query Builder to create SQL</strong></p><p><br></p><p><br></p><p><strong>Admin Guides:</strong></p><ul><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1851/" target="_blank" rel="noopener noreferrer"><strong>General Settings (Reporting)</strong></a></li></ul><p><br></p><p><strong>Related Guides:</strong></p><ul><li><a href="https://usehalo.com/haloitsm/guides/1777/" target="_blank" rel="noopener noreferrer"><strong>AI Report Builder</strong><br></a></li><li><a href="https://usehalo.com/haloitsm/guides/917/" target="_blank" rel="noopener noreferrer"><strong>Charts and Graphs in Reports</strong></a> </li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1249/" target="_blank" rel="noopener noreferrer"><strong>Halo In-App Dashboard</strong></a></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/887/" target="_blank" rel="noopener noreferrer">Reports and Scheduling </a> </li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/2375/" target="_blank" rel="noopener noreferrer">Report Data Sources</a></li></ul><p><br></p><p><strong><span style="font-size: 14pt;">Opening the Query Builder<br></span></strong></p><p>The Query Builder function in the reporting suite will allow you to create reports without any knowledge of SQL.</p><p><br></p><p>From the Reporting module, under the Data Source tab, you will find a "Query Builder" option in the "Data Source" dropdown.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI2ZDM0NWI2LWY3NzItNDUyZC1hOWQ4LTY1MGI2OTc5YTQxZSJ9.4LqEWVy9SwxF6OFKRmtWt3rPv5enkEsoakTeTG_xFt0" class="fr-fic fr-fil fr-dib" width="1214" style="width: 1216px; height: 310.179px;" height="310"></p><p><strong><span style="font-size: 10pt;">Fig 1. *Use Query Builder* data source.</span></strong></p><p><br></p><p>Upon selecting this option, you will be able to select the specific entity you are looking to report on.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAxNGE3MzliLTkwNGMtNDcyNi1hMTYwLTY2OTE4NjViN2IxMiJ9.PmkijEiiEtgVgw00ezd0LT440lZ6GbJ1tKVge2Azlb4" class="fr-fic fr-fil fr-dib" width="1214" style="width: 1216px; height: 310.783px;" height="311"></p><p><strong><span style="font-size: 10pt;">Fig 2. Entity dropdown.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Adding Fields</span></strong></p><p>Below the "Data Source" section, you will see a "Fields & Conditions" section. This is where you add the columns to your report and specify respective conditions. The fields selected here become the columns in the report.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRhODg1NzgwLTg4M2EtNDljYy1iZjE0LWU5ODY0YzQ2YjQ0MyJ9.g_aulrMwqk-Jv1iHSalIHLOOSibcbwq5hmBvfSsoi64" class="fr-fic fr-fil fr-dib" width="1216" style="width: 1218px; height: 309.788px;" height="310"></p><p><strong><span style="font-size: 10pt;">Fig 3. Fields & Conditions section.</span></strong></p><p><br></p><p>When adding fields you will be presented with a tree view of all the fields that can be added. The fields at the top of the list are the most common fields in the database table that directly relate to the entity you are reporting on. If you would like to add a field that is not shown in the initial list you can expand the nodes to show more fields related to that category. </p><p><br></p><p><strong><em>Note: Fields are organised by the table they are stored in in the database. </em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQzZjA1OTgxLWRmZGYtNDVjMy05NjVjLTU4MjgwMjJiYWU1MiJ9.5WObWfwEeBTb8_844i5DQoZX3NFCvklK1KwEPIe0vGo" class="fr-fic fr-fil fr-dib" width="1212" style="width: 1214px; height: 594.085px;" height="594"></p><p><strong><span style="font-size: 10pt;">Fig 4. Treeview on query builder.</span></strong></p><p><br></p><p>Figure 5 shows the nodes expanded, for example, expanding the "User" section shows all the fields I can add about users in relation to the entity chosen to report on (in this case, tickets).</p><p><br></p><p>If custom fields are used in the entity you are reporting on, they will all be within another expandable node called "Custom Fields", sorted into alphabetical order.</p><p><br></p><p>You can also search for the field you would like by typing into the 'Fields to add' field. </p><p><br></p><p>Selecting a field will highlight it it in the list, and add it to the report.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImU3NTY4Yjg4LWQ0YjktNDg3Yi05NmVhLTgyYTNkY2UwY2NlOSJ9.zV_Qxx-2dfWc2mv22PnG__GrWkdSF-qwSYS7skf1rvk" class="fr-fic fr-fil fr-dib" style="width: 1217px; height: 593.659px;" width="1215" height="594"></p><p><strong><span style="font-size: 10pt;">Fig 5 . Adding fields to the report.</span></strong></p><p><br></p><p>When adding fields, you can select multiple at once to add. Here, I have added some commonly used fields for reporting on ticket data.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVhN2JmODlmLThiMmEtNGRiYi1iZjI1LTRhZTczYzlmMTJmNSJ9.zLcBe1f9j_zQcGPmjIzhsk9EA0_23iQtq685ivD-DyI" class="fr-fic fr-fil fr-dib" width="1215" style="width: 1217px; height: 485.372px;" height="485"></p><p><strong><span style="font-size: 10pt;">Fig 6. Adding fields to the report.</span></strong></p><p><br></p><p>Once added, these appear in a list format like in figure 5 upon pressing the "Save" button. You can rearrange the order of these fields by hovering over a field and the dotted icon will appear to the left of the box (as seen in the "Ticket ID" field), and you can then drag-and-drop these to the order of your liking.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIyMmJhZGNjLTEzY2ItNGY3YS05ZDkzLTBjYWUzNmFjMjcyYSJ9.6W0qDPuk81vNN7RomusWuKiZ8Zu0vvzLsyNp5ow_wgU" class="fr-fic fr-fil fr-dib" width="1213" style="width: 1215px; height: 376.338px;" height="376"></p><p><strong><span style="font-size: 10pt;">Fig 7. Fields set on the report.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Adding Conditions</span></strong></p><p>You can then add conditions to restrict which tickets (or whichever entity you have chosen) appear in the report.</p><p><br></p><p>Click "Add" and a "Choose a Field" dropdown will appear. Choose the field you would like, and upon selecting, the filter type box will appear to select whether you want the condition to include or not include that field. Finally, set the criteria. I have set my report to include incidents, so only tickets of ticket type "Incident" will show.</p><p><br></p><p><strong><em>Note: "Includes"/"Does not include" work by entire exact match, whilst "Contains"/"Does not contain" works by if the condition entered is part of the whole.</em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRkYWQyNDQ0LWJlMjQtNGFlYi1iYjUwLWQ1Y2M2NTkzNjU1YSJ9.Bbl30rTHYdMYVg1G--3VyweYhKP2QMxrivPSkfVdI8w" class="fr-fic fr-fil fr-dib" width="1214" style="width: 1216px; height: 600.447px;" height="600"></p><p><strong><span style="font-size: 10pt;">Fig 8. Setting conditions on the report.</span></strong></p><p><br></p><p><strong><em>Note: If you are on a version prior to version 2.238, the Team filter will use team name, meaning that if the team names are changed then the reports filtering on them could be compromised. From version 2.238, the Team filter will use team IDs, eliminating the risk of impact on reports from changes to team names. </em></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Generating the Report</span></strong></p><p>You have now made the basis of your report, and can generate it to see how it looks. Click the "Load Report"/"Refresh Report" button, and your report will appear.</p><p><br></p><p><strong><em>Note: If you are making a report that is likely to have a lot of results, it is recommended to filter the report first before doing this.<br></em></strong></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImIyZTZiZjkwLTVmN2ItNDBiZC05YmIyLTg4M2VhYzk3ZTUyNyJ9.0JfXQ4JYutX8Ym5PPcV--KOLMe1mx50ylOpHqt5PcvM" class="fr-fic fr-fil fr-dib" width="1213" style="width: 1215px; height: 630.234px;" height="630"></p><p><strong><span style="font-size: 10pt;">Fig 9. Generating the report.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Adding Filters</span></strong></p><p>You can then add filters and time restrictions onto the report. I have set the status to not include "Closed" so only open tickets will show, and a date filter can be set in the "Reporting Period". To add a new filter click the plus icon and choose the field and value to filter on. These can then be removed by clicking the cross next to the relevant filter. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRjMDlhMDllLTIxMGMtNGZiMi1iODNkLWE5MDFlZjliYTE0YSJ9.CX5w1_fWrnDR2xsd7RSf1T4hscg49t6oXhSAM791Sp0" class="fr-fic fr-fil fr-dib" width="1209" style="width: 1211px; height: 702.632px;" height="703"></p><p><strong><span style="font-size: 10pt;">Fig 10. Filtering the report.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Saving the Report</span></strong></p><p>In the "Details" section, set the title and description of the report, and the group you want to store it in.</p><p><br></p><p>You can then click the "Save" button in the top left, and you have your report!</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ5MjhmOWVhLTM2MTgtNDkyNy05NTQzLWU1ZmU1Y2ZhYmRjMCJ9.oDH4YoySWVyLyvgRBw2cxyD6TiwSB3QaIOhb0PozuWU" class="fr-fic fr-fil fr-dib" width="1213" style="width: 1215px; height: 610.635px;" height="611"></p><p><strong><span style="font-size: 10pt;">Fig 11. Setting report details.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Using the Report</span></strong></p><p>Once your report is saved, it will work the exact same way any report will do. It can be filtered as mentioned, but can also have charts added to it, or used on a dashboard. Guidance for this is linked in the "Relevant Guides" at the top of this page.</p><p><br></p><p><strong><span style="font-size: 14pt;">Customising Fields</span></strong></p><p>The fields added to the report can be grouped or sorted by to customise the report even more. This can be done by clicking the pencil icon by the field name, shown in figure 12.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgyODM2MzBjLWMzZDEtNDExNS05Mzk4LTcxMzg2NzAyMTBlZCJ9.Chjq4WDtouDI-AD4iRXh9t43kT-DOAd_ZTXIigyeSsg" class="fr-fic fr-fil fr-dib" width="504" style="width: 506px; height: 474.877px;" height="475"></p><p><strong><span style="font-size: 10pt;">Fig 12. Customise fields configuration options</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Grouping</span></strong></p><p><span style="font-size: 11pt;">Selecting "Group by this column" will group the report into sections based on the data in that column.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 12pt;"><strong>Total row calculation</strong></span></p><p><span style="font-size: 11pt;">Sums/totals or averages can be shown at the bottom of the column.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">From version 2.238+, you will have the option to exclude null values from the average calculation. </span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjIzM2U2NDg0LTBiN2MtNDJjYy1iZTM0LThmZjgxZmRmZGQxOSJ9.lTS7JBl6__JAEvn3UY9ScywbZvWvKAK0sbBxcxdlsf0" class="fr-fic fr-fil fr-dib" width="696" style="width: 698px; height: 381.457px;" height="381"></p><p><strong><span style="font-size: 10pt;">Fig 13. (v2.238+) The option to exclude null values from average calculations</span></strong></p><p><br></p><p><span style="font-size: 11pt;">This can also be defaulted in Configuration > Reporting > General Settings by enabling the checkbox setting "Default for report grouping behaviour for excluding null values for calculations of averages".</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjdiMTMyNDNiLTk1NDItNDIxYy1hNzcwLWY0MGE3OTgxMjc1YSJ9.H_W_IHmHHfcO-l6kbqDxazjYW95Tvd0usdlMjpjoLkM" class="fr-fic fr-fil fr-dib" width="733" style="width: 735px; height: 512.231px;" height="512"></p><p><strong><span style="font-size: 10pt;">Fig 14. (v2.238+) The global default setting to exclude null values from average calculations</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Sorting</span></strong></p><p><span style="font-size: 11pt;">Columns can be set to sort either ascending or descending order.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 12pt;"><strong>Hide Column</strong></span></p><p><span style="font-size: 11pt;">Hides the column from the report table.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 12pt;"><strong>Is Identifier</strong></span></p><p><span style="font-size: 11pt;">Allows comparison of a previous period of the report.</span></p><p><span style="font-size: 11pt;"><br></span></p><p><span style="font-size: 11pt;">Setting the "Report Comparison" to "Previous Period" in the "Details" tab.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImFkNzJkMDNlLTQwNGItNGM4OC05ZDc0LTY4YjNmZmMwODg5NyJ9.W61L2ejl6QvSATU0WyTSO5U23UYpZL9NwMU4Q2Owm10" class="fr-fic fr-fil fr-dib" width="1212" style="width: 1214px; height: 597.756px;" height="598"></p><p><strong><span style="font-size: 10pt;">Fig 15. Report Comparison field.</span></strong></p><p><br></p><p><span style="font-size: 11pt;">Choosing an identifier to not show a comparison between - usually a field like Agent or Customer which consistently stays the same.</span></p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImZjYWJiNjRiLWRkOTktNGZmMS05NTEzLTMwNGI2NTNlZjAzNyJ9.ARDXRTXJpv3K3TGboSWreW3zJe9yioCkXeOvbCRDfPE" class="fr-fic fr-fil fr-dib" width="1218" style="width: 1220px; height: 408.725px;" height="409"></p><p><strong><span style="font-size: 10pt;">Fig 16. Selecting an identifier field.</span></strong></p><p><br></p><p><span style="font-size: 11pt;">Upon loading the report and choosing a Reporting Period in the filters at the top, the columns will show both that period, and the previous one in the brackets next to it.</span></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQzYjBmMTY4LTM0ZmUtNGNlYy04MjI1LWNiYjQ3MGJlZWMyNCJ9.QnzAps_P4VhWslAIoPcbuefOAbgHeVCo2UKYr6t4KeA" class="fr-fic fr-fil fr-dib" width="980" style="width: 982px; height: 704.263px;" height="704"></p><p><strong><span style="font-size: 10pt;">Fig 17. Report showing comparison.</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Using the Query Builder to Create SQL</span></strong></p><p>If a report is made from the query builder fields, you can also then go back to the "Data Source" tab, and change the data source to "Write a custom SQL Query".</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI5MmU3ZWJjLTY2NjYtNGFmNC04YTdjLTJiZWU0ZGJmZWJlMSJ9.MRiN8Lr9OxHvZRHUbZD_45iz4QAtN3ItYTgC00bFdLA" class="fr-fic fr-fil fr-dib" width="1209" style="width: 1211px; height: 331.277px;" height="331"></p><p><strong><span style="font-size: 10pt;">Fig 18. Switching the data source to *Write a custom SQL Query*.</span></strong></p><p><br></p><p>This will then autofill the SQL with what was created by the query builder. This can be useful if you have a knowledge of SQL to create a basis of a report that you can then tweak, or if you are new to SQL it can help you visualise what the query can look like.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgzNzhiZmExLTNmNzctNGZkOS05YWQyLTRhYjUxOWU5MjU4NCJ9.NIw_up3v9QI6FhdGmLGuiPeBh_gbTV4vyrU19kQKNOE" class="fr-fic fr-fil fr-dib" width="1214" style="width: 1216px; height: 390.901px;" height="391"></p><p><strong><span style="font-size: 10pt;">Fig 19. SQL query made by the Query Builder.</span></strong></p><p><br></p>
