Report to show tickets where additional comments not updates in x number of days

[Sam Ogden]

Hi All,

I need a report to show all incidents where no additional comment have been added in x number of days e.g. 5 days

I'm guessing I will need to create a new metric, but I have not done this previously,

Does anyone have an example they could share?

Thanks

Sam

P.s. we are on Kingston Patch 2 but do not have the paid for performance analytics 

[Sam Ogden]

Hi Adam,

Thanks for this.  We have not used the Complimentary PA yet.  Just been having a look in our DEV instance to try and get this setup.

I've ran the '[PA Incident] Historic Data Collection' job.

When I look at the 'incident management' dashboard, the first graph 'open incidents' only shows open incidents.  There is not line in green or orange lines showing for incidents not updated 30d or incidents updated 5d:

Any suggestions?

Thanks

Sam

[Adam Stout]

Typically, you can't collect this historically because the incident update field changes with every update so I can only see the last update but not everyone in between.  This is efficient and works going forward.  If you needed a historical calculation of this (one time), you would have to hit sys_audit for the data.  This may not be pretty performance wise so you need to be sure you really needed it.

[Sam Ogden]

Hi Adam.

Thanks for the above.  Do I just need the '[PA Incident] Daily Data Collection' job to be active, and then over the next few days I will start to see this graph populate?

Thanks

Sam

[Adam Stout]

Yes.  Be sure to check out the OOTB dashboards for incident.  There is a lot of great stuff there.  Some indicators are safe to collect (like incidents open on any given day to see your backlog) and some are not, like the days not updated.  So some you may see good data for after you ran the historical collection, some you'll need to wait a few days.

[Sam Ogden]

Thanks.  I'll monitor these next week and see how these look.