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I need to extract SR records from sysaid to do some external reporting this includes the total calls logged directly by customers via email and the total logged by my colleagues when speaking to customers on the phone (and potentially via chat or portal in the future).

I can see subtle differences in the Audit section but cannot see how to report on these fields.

How do I export the audit section of the SR?

OR

Is there an easier way to do it?

Hi @OldTimer,

To create a custom report, navigate to Analytics > Reports and click on the + to create a new report.

Set the report type to ‘Service Records’ and ‘General’ category.

 

In the Data field, search for ‘Source’ and drag & drop them to the report.

 

Choose the desired layout and order it by Source.

 

If you need more help, have further questions, or just want to chat about this topic, please don't hesitate to reach out.

Thanks Simona. Exactly what I needed, I have got my external report working now. Also thanks for my password reset yesterday, I lost the chat window before I could thank you.

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