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.

[alyrajabali]

Hi Ujjawal,

Below is how this report appears:

Then, I tried a Trend Type and Trended by Opened / Day. This is the report output:

[Josh Cooper]

If this is for the Incident table, this should be included in the free Performance Anaytics incident indicators.   There's a kpi called "Incident backlog growth" (or something similar) that shows the positive or negative change in the amount of incidents that are still open as of that point in time.

Likewise, you should also get:

Number of Incidents Created (count of all incidents created for that day, regardless of whether they closed the same day or not)

Number of incidents closed (count of all incidents closed that day, regardless of whether they were opened that day or not)

And I believe the difference between those two becomes the 'backlog growth'.

You might take a look through what is already there and make sure it's not already doing something that will meet your need.