# of Active Incidents per day

[Vano1]

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

[Janet Achorn]

Hi Kerry, for organizations where Service Desks are outsourced or an MSP is involved, yes - reporting on all incidents including cancelled is critical - as there was work done to open the incident prior to its cancellation and therefore SLAs would have been in play for performance and, in many cases, outsourced providers are paid based on transactional # which includes cancelled transactions (until you can confirm that cancellation was due to action by outsourced resource).   Therefore, we leave the open incidents to include all excepted Resolved/Closed and use report filters to remove state=cancelled.

[vano]

Hi Chris ,

I did check Indicator source Incidents.Open and added condition Active is True. Perhaps some other condition should be met as well.