Create report to show number of closed tickets per week

[matthias_goertl]

Hi,

I want to generate a report with an overview about number of closed incidents per week of each user.

Report should contain following rows and columns:

Row: User (ticket assigned to)
Columns: Closed (but not the date it should contain Current week / 1 week before / 2 weeks before and three weeks before)
Aggregation: Count (number of closed incidents)

Do I have to set up a metric or is this kind of report possible only with data in table 'Incident'.

Thanks for your support.

Br
Matthias

[Uncle Rob]

Hey Matthias,

Your main challenge is that you're deriving data. There's no field on the Incident that says "current week", "1 week prior", etc. You have to derive that data with the Closed Date and the Current Date. Service-Now's reporting module is built for displaying things that literally exist in the database. You'll need an external reporting tool if you want to derive data and present based on those calculations.

Metrics will do little to help you here either, since they are static, and the presentation you're looking for is dynamic. The incidents that are "current week" today will be "1 week prior" a week from now.

The closest I could get to what you want is a bar chart on the Incident table grouped by Closed, aggregated as Count, and Stacked by Assigned To (or closed by). The chart output is catastrophically messy, but if you check the Display Grid box, at least you get some useful numbers. Unfortunately, the date groupings won't match your stated preferences.

[ctu1]

Hi Matthias,

have a look at summary sets, they should let you do that. There is information on it in the presentations on advanced reporting from the Knowledge11 conference (look at the top of this window ;-)).