Knowledgebase Article. Queue Member Report. BMC Remedyforce

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1 Knowledgebase Article Queue Member Report John Patrick & Virginia Leandro 28 May 2013

2 Table of Contents Queue Report 3 Salesforce Apex Data Loader 3 Getting the Data Loader... 3 Getting your Security Token... 3 Logging into the Data Loader... 4 Export the Queue Objects... 4 Microsoft Access PAGE 1 OF 17

3 Document Information Version: 3.0 Created by: John Patrick Last Modified on: 28 May 2013 Modified by: Virginia Leandro PAGE 2 OF 17

4 Queue Report Salesforce has a concept called Queues in which work can be organized. Queues are used to hold unassigned records until someone takes ownership of the record. This gives everyone in the Queue an opportunity to see the same records at the same time regardless of their Role in the organization. Once a ticket is assigned to someone (also called taking ownership of a record), then the record can no longer be viewed except by the rules and permissions as set forth in Salesforce. Queues are managed by Salesforce and as such they are system objects that Salesforce does not necessarily expose via the Salesforce Reporting mechanism. This document will walk you through using the Salesforce Data Loader along with Microsoft Access 2010 to pull the appropriate and build a report that will show you what queues you have defined and who is a member of those Queues. Salesforce Apex Data Loader The Salesforce Apex Data Loader has been covered in a number of other documents, but we ll provide the information here for completeness. Getting the Data Loader 1. Log into your Salesforce Org. 2. Navigate to Setup Administration Setup Data Management Data Loader. 3. You ll see a link to Download the Data Loader 4. Click on the link and save the file to your local machine. 5. Once the EXE is downloaded, click on the EXE to install the application on your workstation. Getting your Security Token For most environments before you can use the Data Loader, you ll need a Security Token. To get a Security Token do the following: 1. Log into your Salesforce Org. 2. Navigate to Setup Personal Setup My Personal Information Reset My Token. Note: If you do not see an option to Reset the Token, then you re site is configured as an open site and you will not need to provide a token. 3. Click on Reset My Token. You ll receive an with the new security token. Be sure and save this information. PAGE 3 OF 17

5 Logging into the Data Loader 1. Launch the Apex Data Loader application from your desktop. 2. Select Export. 3. Provide your Username and Password. If you had to generate a security token, you will need to append your security token at the end of your password! 4. Click on Login. Once you verify that you ve logged in successfully, click Next. You ll be taken to Step 2: Select Data Objects. Export the Queue Objects 1. On Step 2: Selected Data Objects, notice a checkbox on the form Show all Salesforce objects. Make sure this checkbox is checked. 2. Select the Group (Group) object from the list. 3. In the Choose a target for extraction click on Browse and navigate to the directory where you want to save the resulting CSV file. For example: C:\Temp\Group_Export.csv. You will need to provide the filename and extension. Click Next. PAGE 4 OF 17

6 4. On Step 3: Edit your Query, click on the Select all fields button. 5. Click Finish. All the data in the Group object will be exported to your file and location you specified on Step #2. Follow the above steps again for the following two objects: Group Member (GroupMember) User (User) You should have three CSV files each representing each object (Group, Group Member, and User). You can close out of the Apex Data Loader. Microsoft Access 2010 We ll now walk through loading the CSV data into Access, connecting the information and writing a report. 1. Launch Microsoft Access From New, select the Blank database template. You can close the table as we won t need it for this exercise. Simply right click on the Table1 tab and select Close. PAGE 5 OF 17

7 3. Click on External Data and then click on Text File. 4. For File Name, browse to the directory and file you exported for the Group object. In our example this is C:\Temp\ \Group_Export.csv. 5. Select Link to the data source by creating a linked table. By doing this, we re linking the data vs loading it into the system. This will make it easier later when we automate the export of the data. You won t have to reload the data in Access, you ll simply need to run your report. Click OK. PAGE 6 OF 17

8 6. Accept the default of Delimited Characters such as comma or tab separate each field. Click Next. 7. Accept the default delimiter as Comma and be sure and check the box next to First Row Contains Field Names. Click Next. 8. Accept the default on the next page and click Next. PAGE 7 OF 17

9 9. Click Finish. You ll get confirmation that the system finished linking the table Group_Export. Click OK. 10. Repeat steps 3 through 9 for each of the other tables (Group Member and User). Your workspace will look something like this now: 11. Click on the Create tab. 12. Click on Query Design. PAGE 8 OF 17

10 13. In the Show Table dialog, hold down your Shift key and select each table (Group Export, GroupMember_Export, and User). Click Add. 14. Click the ID field in Group_Export and drag it to GROUPID in the GroupMember_Export table. PAGE 9 OF 17

11 15. Next click on USERORGROUPID in the GroupMember_Export table and drag it to the ID field in User_Export. The complete link up will look like this: Next we ll specify the appropriate fields for the query. 16. In the first column, select Group_Export.NAME. 17. In the second column, select User_Export.LASTNAME. Set the Sort field to Ascending. 18. In the third column, select User_Export.FIRSTNAME. 19. In the fourth column, select User_Export.USERNAME. PAGE 10 OF 17

12 20. Finally in the fifth column, select Group_Export.TYPE. For Show: make sure the check box is deselected. In the Criteria field type in Queue. The fields should look like this: 21. Go ahead and Save. Simply go to File Save. You ll be given an opportunity to name the Query (for example, RemedyforceQueueReport). PAGE 11 OF 17

13 22. Click on Create and select Report Wizard. 23. Select the fields for the report by moving them from Available Fields to Selected Fields. Click Next. PAGE 12 OF 17

14 24. Group by Name. Select Name and move it to the right. Click Next. PAGE 13 OF 17

15 25. Select Lastname for Ascending and click Next. PAGE 14 OF 17

16 26. Select your report layout. For this exercise, we re selecting Block. Click Next. 27. Click Finish. As you can tell, we didn t have a very big sample to work with but this at least walks you through the process. If you saved the Query before creating the Report, there is no need to save again. The Report automatically becomes attached to this Access Query. If you close the Query and then reopen the file, simply double click on the report under Reports and the report will run. PAGE 15 OF 17

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