Error generating custom maxtrix reports with add. fields

Hi Guys,

I've emailed support@servicedeskplus.com on the 10th Feb with no reply so thought I'd try the forums.

Version 5.0.0
Build 5003

Description of problem:

I am trying to generate a Custom Report using an additional field. I get an error. See below.

The settings for my custom report are:

� Matrix Reports
� Requests Module
� From 2006-01-01 To 2006-01-31
� Summarise information by: Category and then by: Incident Type

Incident Type is an additional field for the Request form. Type is Pick List. Values are �Request� or �Fault�.

When I use an additional field I get the error. If I go back and change it to a non-additional field such as categories, it works fine.

Also, what is the latest on enhancing report capabilities? We'd like to generate KPI type reports for Technicians. Some examples:

Incidents by Category by Type for period 1/11/05 to 30/11/05
Fault Request
Access 1 8
Hardware 3 3
Software 1 10
Phone 8 1
MPAC 2 5

All incidents by Category, Response KPI and Resolution KPI for period 1/11/05 to 30/11/05
Incidents Response KPI Resolution KPI
Access 9 100% 100%
Hardware 6 100% 100%
Software 11 75% 90%
Phone 9 66% 90%
MPAC 7 90% 100%

Robin's incidents by Category, Response KPI and Resolution KPI for period 1/11/05 to 30/11/05
Incidents Response KPI Resolution KPI
Access 3 100% 100%
Hardware 4 100% 100%
Software 3 75% 90%
Phone 5 66% 90%
MPAC 2 90% 100%

Hardware incidents by Sub Category for period 1/1/05 to 30/6/05
Jan Feb Mar Apr May Jun
Replacem 1 2 3 7 9 10
Repaired 10 9 8 0 0 1
Server 3 4 3 3 3 3
Network 3 2 2 4 0 0
Equipment 2 3 4 7 1 0

Thanks,
Robin Martin

robin.martin@iluka.com

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type Exception report

message

description The server encountered an internal error () that prevented it from fulfilling this request.

exception

javax.servlet.ServletException: [B
org.apache.struts.action.RequestProcessor.processException(RequestProcessor.java:545)
org.apache.struts.action.RequestProcessor.processActionPerform(RequestProcessor.java:486)
org.apache.struts.action.RequestProcessor.process(RequestProcessor.java:274)
org.apache.struts.action.ActionServlet.process(ActionServlet.java:1482)
org.apache.struts.action.ActionServlet.doPost(ActionServlet.java:525)
javax.servlet.http.HttpServlet.service(HttpServlet.java:717)
javax.servlet.http.HttpServlet.service(HttpServlet.java:810)
com.adventnet.servicedesk.filter.EncodingFilter.doFilter(EncodingFilter.java:72)
com.adventnet.authentication.ContextChangeDetector.doFilter(ContextChangeDetector.java:100)
org.jboss.web.tomcat.filters.ReplyHeaderFilter.doFilter(ReplyHeaderFilter.java:75)

root cause

java.lang.ClassCastException: [B
com.adventnet.servicedesk.helpdesk.reports.utils.CustomReportUtil.getMatrixData(CustomReportUtil.java:2539)
com.adventnet.servicedesk.reports.helpdesk.action.CustomReportAction.execute(CustomReportAction.java:278)
org.apache.struts.action.RequestProcessor.processActionPerform(RequestProcessor.java:484)
org.apache.struts.action.RequestProcessor.process(RequestProcessor.java:274)
org.apache.struts.action.ActionServlet.process(ActionServlet.java:1482)
org.apache.struts.action.ActionServlet.doPost(ActionServlet.java:525)
javax.servlet.http.HttpServlet.service(HttpServlet.java:717)
javax.servlet.http.HttpServlet.service(HttpServlet.java:810)
com.adventnet.servicedesk.filter.EncodingFilter.doFilter(EncodingFilter.java:72)
com.adventnet.authentication.ContextChangeDetector.doFilter(ContextChangeDetector.java:100)
org.jboss.web.tomcat.filters.ReplyHeaderFilter.doFilter(ReplyHeaderFilter.java:75)

note The full stack trace of the root cause is available in the Apache Tomcat/5.0.28 logs.

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Apache Tomcat/5.0.28