Service Desk: Request Type - Groups reporting

[Bill]

We're trying to find the field which contains the Grouping for Request Types in Service Desk, does anyone happen to know?

Using eazyBI for reporting, if that makes any difference.

[Zane eazyBI Support]

If it is not an option to import groups of request types as a separate dimension in eazyBI, then you can manually create those groups in Request Type dimension. In eazyBI is an option to aggregate a set of values (in your case, request types) by creating new calculated members in a dimension.

First, select Request Type for data import as a dimension.

Then in Request Type dimension, define new calculated members for each group. For calculated member use function Aggregate() and list request types which should be in one group (see picture below).

Select calculated members for a report. You may expand each calculated member to see the list of request types grouped within it (see picture below).

Best,

Zane / support@eazyBI.com

[Peter Bengov]

Hi Bill, if I understand correctly, you are referring to the UI grouping on the portal side. 

I believe there is no custom field that controls this, it only comes as a UI feature. 

A workaround would be to create such a field and maintain it manually. Not perfect, I know.