Why does the Tickets Received report show a different ticket count from the Tickets Received by Manager report?
The Tickets Received report is run for a set of terms (or feeds) and a date span. The Tickets Received by Manager report uses another criterion – it groups tickets by users that are in the hierarchy of a manager. Therefore, if a ticket has no locates assigned to users within a specified group (or it has no locates at all), it won’t be included in the “Tickets Received by Manager” report, while it will be included in the number of tickets shown by “Tickets Received” report, which is oblivious of locates and user hierarchy. The Tickets Received by Manager report also groups tickets by their type, so a ticket may be counted multiple times if there are multiple ticket types found in transmissions received for it. For example, one transmission could say that ticket number 0123456-789-00 is of type “NORMAL”, while another transmission for the same ticket could display type “NORMAL CANCEL”. In such case this ticket will be included in the count of both the “NORMAL” and “NORMAL CANCEL” types.
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