Report

[Sonali01]

Hello,

Please help me to create a report 
Below  is the requirement 
Could you please help create a report on the helpdesk dashboard that show how many INC tickets the email team routes daily.
Tim  and Daniel are part of the email team, I would like to see how many tickets they are routing daily from the 'SN statewide helpdesk' incident queue to other teams.
If possible, a chart that shows the agent, then the month, then drill down by date once you click on the month. Once you click on the date a list.

Thanks

[larralapid]

To create a report that shows Incident state changes over time (e.g. from New → In Progress → Resolved), you’ll need to use the Audit History or Activity data. Here are two main approaches:

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✅ Option 1: Use the sys_audit Table

• This table logs all field-level changes, including incident.state.

• • Field name = state

  • Table = incident

    Create a report on sys_audit where:

• Group by Display Value and Changed Date to show transitions over time.

📌 Use this filter:

Table name = Incident
Field name = state

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✅ Option 2: Use the  Incident State Flow/Custom Table

If you have Performance Analytics Premium, you can track historical states via Time Series or build a custom table to log transitions (using Business Rules or Flow Designer).

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📊 Visualization Tips:

• Timeline / Bar chart: Group by date to see how often a state was entered.

• Pivot table: Rows as incidents, columns as state changes.