A report for tickets open for the last 12 hours

[r_j_williams]

Our plant works 12 hour shifts from 6pm to 6am.   What I am trying to do is create a report that runs at these times and shows the tickets that were opened/closed in that time frame.   The issue I have is that in resolved field I can set the value to "yesterday" but can not assign a time.   The end goal would be something like "resolved - between - yesterday 1800 - today 0600"   I can of course enter hard dates but the object is to have this a no fuss report running at 6am every morning with no further intervention on my part.   Thanks in advance for any help!!

[chrissteinkep5 · Accepted solution]

Hi Randall. You will need to do two things - first use a relative date in the report, then create a scheduled report.

On your report, set the filter condition to:

Resolved - relative - on or after - 12 hours ago

So any time that report is run, it will always grab all tickets which were resolved in the last 12 hours. If you run it at 6a or 6p, it will always do the last 12 hours.

Now that the report is good to go, you can set up a schedule to ensure the 12 hours range is always accurate. If you set it up to run at 6a and 6p every day it should work.

Here is info on setting up a scheduled report:

Schedule a report

[r_j_williams]

Thanks Chris..   been a while since I played with Service now and completely forgot the relative qualifier.   Thanks!