Click the Next button to go to Step 2. Find "Call Reference Number" in the Available Fields list (because HEAT is customizable, the actual name of this field, which contains the call ticket ID, may be named something else in your database), select it, and click the Add button (which looks like a right arrow) to add it to the Selected Fields list. Do the same for the Call Status, Call Tracker, and Call Type fields (again, a different name may be assigned to these fields in your database).

Select "HEAT Call Assignment Information" in the Table list (as with fields, this table may have a different name in your database). Find each of the following fields in the Available Fields list, select it, and click the Add button: Assignee, Date of Assignment, Date Resolved, Group Assigned, and Elapsed Hours.

Let's see what the report looks like: click the Preview button (the following image shows a "zoomed out" version of the report, , which you can see by choosing 75% from the zoom level list).

Let's change the format of the report a bit. Close the preview window, then select each field in the Selected Fields list, click the Properties button below the list, and change the settings as shown below:

Field	Property	Value
Group Assigned	Group on this field Show count in group footer Heading	Checked Checked Technical Group
Elapsed Hours	Use default format Summary Decimals	Off Sum 2

Let's preview it again.

That's more like it. The listing is grouped by ticket ID and we can see the number of assignments for each one.

To save this report for future use, click the Finish button. Your new report appears in the Reports Explorer list.