Report on Stale Tickets

[Christine24]

Trying to create a report that shows stale tickets. Basically I want to see how many tickets have not been touched within 5 days but does not include the weekends. Is that at all possible? From what I was reading, it doesn't seem to be. Thanks!

[Uncle Rob]

If you just increase your threshold to 7 days you de-facto get the last 5 business days. 
It'll only matter if visualize days on an X axis, in which case you'll get spikey-dips.

[Priyanka Gupta]

Create a report that collects data for the last 5 days and checks for Updated value. Your filter condition would be -

If Updated is not in last 5 days, add that record to the report.

After you are done creating the report, schedule it and run it periodically say every Saturday 5am. This way you will have a report that runs on a weekend for the last set of weekdays.

-Priyanka

[Christine24]

This might be the best case, but is there anyway to get a report that can be on someone's homepage that does this every day. Our goal is to let managers know how many stale tickets their team has each day (but not include weekends as days).

[Priyanka Gupta]

Hi Christine,

For your reference, this is the filter condition I was talking about.

Unfortunately, only when this runs as a scheduled report, will we be able to avoid the weekends.

If you were to add this to your homepage as a widget, you would see the last 5 days which may include a weekend if someone was to look at it say on a Monday.

I am just thinking of one more scenario, if you change the criteria to last 7 days, then anyone looking at this ticket on a Mon, Tue, Wed, Thu, Fri would be effectively looking at tickets that weren't updated in the last working week. This should work out pretty well. This can then be pinned to the homepage and can be viewed anytime of the day.

-Priyanka