Create Report Showing New, Open, and Resolved tickets by Month

[Brian Valente]

I am looking to create a single spine time series to show New, Open, and Resolved tickets month by month. My report will be created using New tickets and then I will be creating datasets for Open and Resolved. The issue I am running into is that the Open time series needs to include the total tickets created in the month and tickets left over from the previous month in an open state. (New, In Progress, On Hold). 

This is to show the increase in the volume of tickets left over month over month in comparison to what is being resolved for that month. 

[AndersBGS · Accepted solution]

Hi @Brian Valente ,

You can't show the open incidents trend month by month in the report designer, as when incidents is resolved / closed, it will remove from previous month where it has been open. To manage this, you need to do the reporting through performance analytics which take snapshots of data.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders