Hello Everyone,
I have been asked to create a report that shows the total # of active (open) incidents for particular day. And then add it to dashboard.
What I would like to achieve is that report will show me list of records with active status ( new, in progress, on hold, awaiting) even cancelled because in our condition the only tickets that are not active are resolved and closed. The issue I am facing is that the list shows cancelled tickets that has been cancelled before selected day even few weeks.
I would like to add a condition active = true. I am using Number of Open incidents as a Indicator but cannot find an option how to filter out inactive incidents from report.
Example:
Using Indicator - Number of Open Incidents.
1. I have selected date 4th of February 2018
2. I went to records and it shows all active incidents that have been active in that specific time stamp. However it does not filter out only Cancelled tickets that should be already inactive in that date.
Is that possible to do this with either standard reporting or free Performance Analytics?
Many thanks,
Marek
Hi Vano. It sounds like this might be due to the configuration of the Indicator Source. Out of the box, Incidents.Open determines whether or not an Incident is open by the presence of data in the 'Resolved' field. If you search in Incidents for Active=false and Resolved is empty, all those records are being incorrectly counted in the 11 or more indicators that use the Incidents.Open Indicator Source. If this is the issue, it is very important that you fix it at the Indicator Source level and not on individual Indicators.
Try updating the Indicator Source (on dev of course) to filter out State=Canceled, collect scores for only one day, then see if that solves your issue. I say to start with one day because if there are a lot of canceled records, this may cause major changes in key Incident KPI and Stakeholders should be looped in. Before collecting for a longer period, try taking some screenshots of breakdown details to show them before/after impact to breakdown scores, so everyone is clear on the impact of re-doing a historical collection.
Good luck!
Chris
