Report on Topic Group with multiple levels?

Forum|Forum|1 year ago
April 18, 2024
2 replies
1367 views

Is it possible to report on request queues that have multiple levels of Topic Groups? If so, how do you identify each individual level? Any help is appreciated 🙂

This post is no longer active and is closed to new replies. Need help? Start a new post to ask your question.

VicSellers

Community Advisor

Hi @kasey-gagne - Are you trying to report on the request queue as a whole? If so, you could just pull in Project > ID = "Request Queue Name" and see everything. Other than that, there isn't really a way to report on Topic Group, but rather you can mostly report on Queue Topic > ID. Other options, depending on if the requests/issues in the topic group have the same custom form, you could report on Category > ID instead too.

K

Kasey-GagneAuthor

Level 5

Thanks Victoria!

As some background, we currently have ~10 individual request queues and have found it's become really messy getting people to fill out the correct form - so we are in the midst of merging them all into 1 request queue utilizing many levels of Topic Groups / Queue Topics.

Before getting too far down the rabbit hole, I'm trying to think of the best way that we are going to be able to report on these different request types as they are submitted since that will be a massive part of the end goal.

I thought about utilizing the Category ID, however, we do have a few different queues that utilize the same form that we want to differentiate 😞

Below is my best attempt to outline the direction we're going (with many more layers added to this example).. The hope is to be able to build out a chart that shows how many requests come in at the Topic Group 1 level then be able to do the same for the additional levels. I believe we have 4 Topic Group levels at most.

Marketing Request Form (Request Queue)

I am a loan officer (Topic Group 1)
- Event Request (Topic Group 2)
  - Company Name A (Topic Group 3)
  - Company Name B (Topic Group 3)
- Headshot Request (Topic Group 2)
  - Company Name A (Topic Group 3)
  - Company Name B (Topic Group 3)
- Promo Request (Topic Group 2)
  - Company Name A (Topic Group 3)
  - Company Name B (Topic Group 3)
I am a corporate employee (Topic Group 1)
- Event Request (Topic Group 2)
  - Company Name A (Topic Group 3)
  - Company Name B (Topic Group 3)
- Headshot Request (Topic Group 2)
  - Company Name A (Topic Group 3)
  - Company Name B (Topic Group 3)
- Promo Request (Topic Group 2)
  - Company Name A (Topic Group 3)
  - Company Name B (Topic Group 3)

skyehansen

if you need that level of specificity, probably best to start with a queue topic report. Each level of topic group would then be its own column. And you would make as many columns as we need.

K

Kasey-GagneAuthor

Level 5

Thanks Skye! With that method, would it be possible to build out a chart that would display the number of requests coming in for each Topic Group?

Below is my best attempt to outline the direction we're going (with many more layers added to this example).. The hope is to be able to build out a chart that shows how many requests come in at the Topic Group 1 level then be able to do the same for the additional levels. I believe we have 4 Topic Group levels at most.

Marketing Request Form (Request Queue)

I am a loan officer (Topic Group 1)
- Event Request (Topic Group 2)
  - Company Name A (Topic Group 3)
  - Company Name B (Topic Group 3)
- Headshot Request (Topic Group 2)
  - Company Name A (Topic Group 3)
  - Company Name B (Topic Group 3)
- Promo Request (Topic Group 2)
  - Company Name A (Topic Group 3)
  - Company Name B (Topic Group 3)
I am a corporate employee (Topic Group 1)
- Event Request (Topic Group 2)
  - Company Name A (Topic Group 3)
  - Company Name B (Topic Group 3)
- Headshot Request (Topic Group 2)
  - Company Name A (Topic Group 3)
  - Company Name B (Topic Group 3)
- Promo Request (Topic Group 2)
  - Company Name A (Topic Group 3)
  - Company Name B (Topic Group 3)

skyehansen

For this you would be starting off with an issue report and grouping by the different levels of topic groups. Similar concept, but a bit more difficult, and also produces unwanted results if all your queues have different numbers of levels.

You might find better value out of reporting on the request path (add the request path as a column in your issue report)... this would be the fastest but would result in you taking it into excel for more massaging.

Sign up

Login with SSO

Login to the community

Login with SSO

Scanning file for viruses.

This file cannot be downloaded