Quantity of ticket received during a period of time

[renzoiemma]

Hi,

I want to know if there is any way to have the amount of tickets received during a period of time like 8 am to 5 pm. On the other hand based on the same report filter only the tickets where was assigned for the first time to a respective group. The idea is have the exact amount of ticket assigned to my group (CHG, INC, RITM, etc) in the month, week, day or even for short periods of time.

Thanks and regards,

Renzo

[antin_s]

Hi Renzo,

I want to know if there is any way to have the amount of tickets received during a period of time like 8 am to 5 pm.   -   This can be achieved by regular reporting by creating a filter on 'sys_created_on' field as shown below.

For the remaining requirements are trending reports, which needs data to be persisted periodically. Not all the tables and fields you mentioned would persist data periodically.   Performance Analytics is the way to go for these requirements. Or you might have to achieve some persistence based on value changes.

Hope this helps. Mark the answer as correct/helpful based on impact.

Thanks

Antin

[renzoiemma]

Hi Antin,

Actually this doesn't work for me because I will see only the ticket created during that time AND is assigned to our group. I need to know the tickets assigned during that date/time besides when was created. An example will be like the ticket was created yesterday and assigned to another group but that group reassigned the ticket to us today. It means that I will not see this ticket in the report but it will be there. So my question is: there is any field like "assigned group on" > date/time. My objetive is see how many ticket were assigned to my group between 2 different hours aside from when was created and I know that in work notes there is an history of those assigments. I hope someone knows how to get this info.

Regards,

Renzo

[tom_bujalski]

What is the problem you are solving Renzo by viewing this on an hourly basis?

[renzoiemma]

Hi Tomasz,

There is no issue to solve. It is a metric that I need. How much tickets where processed, how much left, and so on. I need to see the real work of my team but if they reassign the ticket to anothe queue this will not appears in any report.

Example:

8 am: starting the day with 20 tickets

from 8 am to 5 pm: 80 tickets assigned to our queue <-- report that I need

5 pm: 10 tickets left

result: 90 tickets processed

and this will be different from the report where I get:

assigment group: our + state: anyone (except cancelled) + assigned to: is not empty + created on/actual start/actual end/or other like this: from 8 am to 5 pm

in this case I will have only half tickets (40 tickets) because the other half were cancelled, reassigned or returned to the owner for more information. It means that I lost 50 tickets from the metrics.

I hope this can be understood

Regards.