Show all on Hold Incidents historically

[Fabian Mattheis]

Hi everybody,

I need help with reporting on Incidents. I need to build a report which shows how many incidents have been on hold and had the on hold reason "Awaiting Vendor" on a specific date in the past.

I tried it with the sys_audit table and also created a metric for this but I'm not sure how to properly report on it.

My problem is that I need to show all incidents on a timeline that have been on hold on this day (but are now closed or in another state). Till now I only managed to report on how many incidents were put to this specific state on a day, but not all of the incidents that were already on hold till this day.

I someone could help, it would be great.

Greetings

Fabian

[Anurag Tripathi]

If you have metrics on incident(which most companies have) then you can report on that.

[Fabian Mattheis]

I know that i can report on the metrics.

As I said before, I also tried this. I created a metric definition for this specific state and on hold reason.

I need advise on how to create the report itself, so it shows all the active on hold incidents over time.

For Example: How many Incidents were on hold at the 10.08.2018 ?

[Adam Stout]

Performance Analytics would definitely help with this since it is designed to trend the data over time (e.g., what was open, what state was it in, etc.). 

However, if you have the metrics on state, can't you just look at what had a metric start date at or before X and has an end date (or where the calculation is not complete) is greater than X?  This should logically work but depending on the size of your data, I would want to test performance.  Performance Analytics helps here as well since we run the query in a job and not be as concerned if it takes a minute to run this like we would be if a user was waiting for a report.

[Fabian Mattheis]

Thanks for your hint.

I think this would work to report on a day, for example.

I need to show all Incidents since the first incident was created that have ever been on hold.

The example I gave above is not really correct.
The reports needs to be:

Incidents on hold on 01.01.XX
Incidents on hold on 02.01.XX
               .
               .
               .
Incidents on hold on 17.08.2018

Is this possible without performance analytics ?