Report on pending status

[akshayjain]

Dear Team

We need to find the pending ticket on that particular date ( Suppose if its 1st dec and we have 50 pending tickets, sililarly we have on 1st jan 30 pending tickets and onn 1st feb we have 20 pending tickets.)

Now if a person want to see on a particular how many  tickets were pending how and what condition one applies in order to find that.

Its bit of aging related.

Kindly help

[dangrady510]

Are you using Performance Analytics?  This is something the snapshotting engine of Performance Analytics engine would help with.  You could create an indicator of Number of Pending Tickets and track that over time.

[akshayjain]

I am not using performance analytics.

With the existing functionality of report how can we find this?

[Dennis R]

Without performance analytics, you'll have to write your own scheduled job to record the info.

One possibility would be to create a table specifically for recording the info, call it something like u_pending, with two fields, a date/time field and a reference to the incident table. Then write a scheduled job that runs every night at midnight or just before that queries the incident table looking for any tickets that are in pending. Write the timestamp and incident sys_id to your custom table, and then you can query that table for incidents that have the date you're interested in.

If your needs are more complicated, for example, if you need to record any ticket that was in pending at any time during the day, you might have to run against the metrics table instead. Or you could write it as a business rule instead to update the custom table when the state changes. A full solution would probably be a bit hard to post here, but hopefully this is enough to get you off and running.

Let me know if this helps,

--Dennis R

[akshayjain]

can you help me with the scheduled job?

need on urgent basis so.