Daily Total Open Incident tickets - Last 30 days

[alyrajabali]

Hi,

Hoping someone can assist please.

I'm looking to run a report depicting the total number of incident tickets that are open at 8:00 EDT daily. The idea is to see a trend of how many tickets were opened the day before yesterday, yesterday, today and so on... to see whether or not our overall open tickets in the queue is decreasing or increasing.

Thanks.

[darius_koohmare]

Hi Aly,

This is exactly one of the use cases Performance Analytics tackles.

While traditional reporting in the system is based on a current moment in time (e.g. get back a list or count of ALL currently open incidents TODAY), it is not a daily trend.

Performance Analytics solves this problem by collecting daily snapshots of data, so that you can report on changes over time to see if overall trend is up or down.

There is a free version of performance analytics with some basic reports on incident that may meet your needs. I advise you to activate it if it is not already activated!

[Ujjawal Vishnoi]

Hi Aly,

Below mentioned report may help you.

Hope this helps.

Regards

Ujjawal

[alyrajabali]

Thanks Ujjawal... I tried this one but since the ticket which I want counted isn't necessarily Active any longer (could have been opened and closed yesterday for example) but I still want that number int he historical metric for yesterday... this report doesn't provide the historical data. Thank you though for your reply!

[Ujjawal Vishnoi]

Ok.. For this you can remove the active is true from the condition.