Find open incidents that were open in a previous month

[Robert Haugland]

Hi,

I would like to build a report that would show a count of incidents that were open in a previous month. They may be currently closed but would have been open in the chosen time frame. For example, if I run the report for December 2019, the report would give me a count of tickets that had the state of "New," "Pending," or "In Progress" within the month of December, weather or not they are closed today. Is this possible in a report or in Performance Analytics?

[Jan Cernocky]

Hi, you do not need to study Performance Analytics. Simply run a report and use the filter "created after xxx " and "created before yyy". Alternatively, you can put it into a trend chart and make a trend over "created" or "opened" + if you even want to see their current state, just group them by state. Here's an example from my personal instance:

[Adam Stout]

That will give you "new" incidents but not "open" for each month.  That requires Performance Analytics.

[Robert Haugland]

Jency, but if they were created in a previous month, but still open in the month in question, they will not be counted. For example, a ticket could have been created in October. In December it is still "In Progress." If I run the report for December, I would need to have that ticket as part of the count. I should have stated in my initial description above, all tickets that had the state of "New," "Pending," or "In Progress" within the month of December, weather or not they are closed today and regardless of what month they were created in.