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Customer portal usage for call logging report displays incorrect information in VMware Service Manager 8.x/9.x (2010509)

Cause

Calls that are logged via email and portal by light users are not included in the RV_CALL_ACTIVITY view, as the group reference is null. This means the where clause AND RV_HELP_CENTRE.GROUP_REF = SU_SUPPORT_GROUP.REF filters them out of the first select of the RV_CALL_ACTIVITY union, thereby excluding them from the count at the bottom of the Calls Resolved on First Contact Report.

Resolution

This is a known issue in VMware Service Manager.

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