How to exclulde Weekends & holidays in Reports

[shaik_irfan]

Hello ctomasi,

I created a report where i need to pull all the tickets which are not updated since last 2 days, for which i use the condition as Active is True & Updated before Yesterday which is working fine but     when it is a weekend say like today is Sunday it is pulling before yesterday means the tickets which are not updated since last Friday but not Wednesday ?

I need to set a Scheduled Report where manager should receive the tickets whcih are not updated since last 2 days please help me out how to acheive this

[Uncle Rob]

There's a couple different strategies here, but the most important thing is to start with why:

Why does this report exist?

The answer to that will inform whether the criteria are even right to start.   For example, you state that the report picks up tickets not updated in past two days.   Does that mean anything that was updated 2 days *and earlier* make it onto the report?

If that's the case, I'd use the trend condition sampled earlier, as that will only count tickets updated on weekdays.

[shaik_irfan]

Hello rfedoruk,

Let me make it simple, Actual requirement is we need set up a report where every incidents tickets that were created &   assigned to any group and the ticket was not picked up by any user from that assigned group and it is in Group   queue since last 2 days that tickets should be sent to the manager of that group, now if the ticket assigned to a group named 'A' someone from the 'A' group assigned and worked on it later they assigned it to 'B' group and no one picked the ticket since last 3 days then that ticket should be pulled in where it should calculate the assigned date but not the created date.

For that i created a report on incident_metric and kept the below filters:

Active is True & Definition is Assignment Group & Assigned to is Empty & Updated on Yesterday which gives the ticket that were not updated since last 2 days but the actual problem is when it is Monday which actually calculating and taking it as Friday but not as Wednesday thats where i got stuck.

I hope it makes clear

[Adam Stout]

This really sounds like an Assignement SLA.   You have two business days from when an assignemnt group is set to assign a person to work on it.   Is that the full requirement or is there more to it?

[shaik_irfan]

Thats the complete requirement, we need to pull a report where the tickets are in Asisgnement Group queue and not assigned it to anyone if it is more than 2 business days that report we are trying to pull