Report: Number of days an incident has been open (then display within days)

[rody-bjerke]

Hi,

Is it possible to create a report showing number of days an incident has been open.

And in this format:

Number of days                   Numbe rof incidents

1                                                                                         12

2                                                                                         45

3                                                                                         10

4                                                                                         6

5                                                                                         1

more than 5                                                       5

And in this format:

Number of days                   Numbe rof incidents

1                                                                                         12

        <incident details: short_description; number;>

        <incident details: short_description; number;>

        <incident details: short_description; number;>

2                                                                                         45

        <incident details: short_description; number;>

        <incident details: short_description; number;>

3                                                                                         10

        <incident details: short_description; number;>

        <incident details: short_description; number;>

        <incident details: short_description; number;>

4                                                                                         6

        <incident details: short_description; number;>

        <incident details: short_description; number;>

        <incident details: short_description; number;>

5                                                                                         1

        <incident details: short_description; number;>

        <incident details: short_description; number;>

more than 5                                                       5

(only show number for more than 5 days)

So either or.. the first and/or second report if its possible and how.

Best regards,

[Karthik Reddy T]

Hello Rody,

Use the report type column for the first requirement.

[pgrover]

Hi,

This displays the total number of open incidents for particular duration.

[Venkateswarlu K]

HI Rody

Can u pls try like this

I have a Scheduled Job...

...that calls a function in a Script Include:

function u_updateAgingCategoryField() {  

  var elapsedTime = 0;  

  var aging = '';  

  var currentTimeNow = gs.nowDateTime();  

  var gr = new GlideRecord('incident');  

  gr.addEncodedQuery('u_aging_category!=>28^ORu_aging_category=');  

  gr.query();  

  while(gr.next()) {  

      elapsedTime = (gs.dateDiff(gr.opened_at, currentTimeNow, true)) /60/60/24;  

      //check to see when the item was created  

      if (elapsedTime <= 2) aging = '0_2';  

      if (elapsedTime > 2)   aging = '3_7';  

      if (elapsedTime > 7)   aging = '8_14';  

      if (elapsedTime > 14) aging = '15_21';  

      if (elapsedTime > 21) aging = '22_28';  

      if (elapsedTime > 28) aging = '>28';  

      gr.setWorkflow(false);       //skip any Business Rules  

      gr.autoSysFields(false);   //do not update system fields  

      gr.u_aging_category = aging;  

      gr.update();  

  }  

}  

Notice in the function that I am excluding incidents >28 days because we do not want to keep updating them with ">28 Days" all the time.

Now for the trick so that the Pivot Table orders the columns properly - on the Aging Category dictionary record, set the Default value to be "0_2" and the Choice field to "Dropdown without -- None --" and create some Choice entries:

Otherwise the report will sort the columns alphabetically. And so you should end up with the following report:

[SanjivMeher]

Hi Rody,

You can use a Bar chart as well with below settings.