Incident count for resolved on the same day

[sami_siddiqui]

I am looking for a report which should give Incident count Group by Assigned to   for the incidents resolved on the same day for last 3 months in below format.

Assigned To	Total Incidents	Incident resolved on Same Day	% of Incident resolved on same day
ABC	30	20	66.66

Any help in this regard will be highly appreciated.

Thanks,

Sami.

[sach1]

Hi Sami,

You won't be able to this type of report using OOB reporting module.

I worked on a report earlier, where I calculated number of Incidents opened on the day,number of them closed in FCR and other Percentage Calculations. As this report showed the performance on the previous day,I use to run a schedule script,calculate this values and store it in a Custom table according to days.

The data from this custom table was used for reporting.

But in your case you need this data for each assigned to User,so my approach would not be helpfull.

Regards,

Sachin

[sumukh]

You might be able to achieve this using Metrics. Define a metric on state value. But as Sach said you'll not be able to get it both by OOB reporting. From what I have suggested you'll either get a total count or resolved count.

You can always have a scheduled job and take daily snapshot (counts) of incident table which involves a bit of scripting but will give you the desired result.