Shows incidents created between two hours in a period

[peterstridsberg]

Hi,  

I need to create a report that shows incidents created between two hours, for example between 1 o'clock and two o'clock in the period 1 January to 30 January.

Is it possible to do in PA?

/Peter

[Jaspal Singh]

Hi Peter,

Not sure but did you try a Report of type Trend with Trend by : created & Per: Hour.

[peterstridsberg]

Hi Jaspal,

I have not tried to do anything at all yet. I plan to buy PA and need to know if it works to get information the way I want before I make decisions.

I forgot to mention that it is not enough to specify specific hours but to set the time more accurately, eg 6:30 to 9:00

Thanks /Peter

[Josh Cooper]

In PA itself, you can create a filter specific to those two hours, but it'll only be processed daily during collection, and the score saved going forward.   So if you build a PA Indicator based on those two specific hours, it will ALWAYS point to those two specific hours, which is probably not what you want.

That being said, if your goal was to count volumes during working hours, there may be some value in setting up an indicator that always looks at tickets between 8am and 5pm or whatever, for the previous day.   Remember that PA is all about long term trending, forecasting, and seeing big shifts in data.   The best way to picture it - if right now you're running a report every day and copying the values into an Excel spreadsheet so that you can see whether this week is better or worse than last week, or January better than December, that's the PA bit.

To muddy the waters though, the PA license includes what are called "Interactive Filters" for reports - which lets you use regular, non-PA reports on a dashboard, along with a filter (like From date/time, To date/time) which you can choose to apply to all of those reports on the current dashboard tab.   So while 'true Performance Analytics" doesn't provide what you're looking for in this case, the Performance Analytics license does.

So you could create a dashboard with "Incidents Created", "Incidents Closed", "Avg Incident Duration" and add interactive filters for things like Priority, Assignment Group, etc, and when you select the 'High" priority, the values in all of the reports change to give you those values for the filter (or combination of filters) that you select.

[peterstridsberg]

Hi Josh,

Thank you for an in-depth answer

What I need is to get reports of the number of tickets created at different times of the day to charge our customers depending on our own staff costs.

For example, between 07:30 and 17:30 the customer will be charged a specific charge and between 17:30 and 22:00 another.