How to query/report on incidents for knowing the age of ticket?

[pavankum]

Hi,

i would like to report/ query incidents of all active incidents so that it should give me the incidents based on age. like incidents count and age.

For example like below

Incident Count                 Age

              25                                 3 days

              30                                 5 days

              50+                             10 days

[Bhavesh Jain1]

Yes it is possible. See attached screenshot

Regards,

Bhavesh

http://www.igate.com

[ranjith_j]

Your report shows just 'Creation Date'. Age of Incident is calculated like 'Resolved Date - Creation Date'. No offence meant. Just wanted to make sure if I am understanding it wrong.

[deansmith]

Bhavesh,

How do you change the default groups in the example above?   For example, 0 - 7 days (green), 8 - 14 days (yellow), 14 - 21 days (orange), > 21 days (red).

[ranjith_j]

Hi Pavan,

1. Write scripts to calculate the age of an Incident in Metric Table(Metrics Application). In your case, this is NOT required. 'Duration' field is available OOB that gives age of ticket.

2. Create a Database View(to extract a report from two or more tables at once). Create with Incident and Metrics table.

3. Create a report on newly created 'Database View'

Just check for Out Of Box reports before doing this.

Follow the above procedure for any requirements which require some calculations to be made and stored in a field and used for reporting.

Hope this helps!

Thanks,

Ranjith J