Report of tickets left open at the end of each for the past year

mandibergenfeld · ‎06-09-2025

Is there a way to get a report from ServiceNow on the number of Helpdesk tickets left open each day for the last 12 months? To clarify, this is not the number of tickets created each day. It is the number of tickets still open after each day.

Dr Atul G- LNG · ‎06-09-2025

Hi @mandibergenfeld

It will not work because reports show the current status of tickets, not the history. Therefore, it is not possible.

Also, if you have records in an Excel sheet day by day or month by month, by the end of the year many of those records may be closed as well, which won’t give a true picture.

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

****************************************************************************************************************

mandibergenfeld · ‎06-10-2025

I was just informed by SN that I could use the plug Performance Analytics to achieve the data I'm looking for. Has anyone worked with Performance Annalistic. I enabled the plugin on my QA instance.

I would simply like to know how many tickets have been left open (not resolved or closed) for each day during the last 12 months.

JobyV · ‎06-10-2025

Not a straight forward way to do this, you might have to create a custom metric for it.

I am not sure if this will help, but you can try to create a report with:

and maybe group by created date?