Replicate or customize "In Progress" queue view?

[Keithj42]

We are currently using CRM 4.0 as a service desk ticket system.
Typically, IT users receive tickets (cases), and from there they may
create a task on that ticket for another user.

However, managing this has been quite a bit of a headache. For
example, as an IT user, the only place that I can see both tickets and
tasks assigned to me, is the "In Progress" queue. Which is something
that I have to drill-down to every time. Not to mention all of the
email activity that shows up. Is there an easier way to do this?

Additionally, I can't create a report on record owner showing both
entities on the same report (can't do a logical "or"). I saw another
post on this subject that mentioned migrating an element down from the
parent but I'm not sure how that happens either.

Any help would be greatly appreciated!

[Dave]

Post by Keithj42
We are currently using CRM 4.0 as a service desk ticket system.
Typically, IT users receive tickets (cases), and from there they may
create a task on that ticket for another user.
However, managing this has been quite a bit of a headache. For
example, as an IT user, the only place that I can see both tickets and
tasks assigned to me, is the "In Progress" queue. Which is something
that I have to drill-down to every time. Not to mention all of the
email activity that shows up. Is there an easier way to do this?
Additionally, I can't create a report on record owner showing both
entities on the same report (can't do a logical "or"). I saw another
post on this subject that mentioned migrating an element down from the
parent but I'm not sure how that happens either.
Any help would be greatly appreciated!

Keith,
You can also use the Workplace Queues view to show your In Progress
queues, and personally I don't think three clicks is too much to see
all work assigned to me, but I suppose you could always create your
own ASP page that combined both.

For the other, you'll need to write the report in SSRS, not using the
wizard. I would create a SQL stored procedure to create it, to place
the processing burden on the server, but you can absolutely do a
logical OR across any two (or more) entiteis using T-SQL code.

HTH,
Dave