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03-24-2021 08:43 PM
Hi Guys,
I want to generate a report which shows the number of tickets created and closed on each day.
Something like this:
NOTE: The graph should show each day in the x-axis regardless of whether a ticket was created or not. So it is simply a trend of the open/closed ticket count over the calendar days.
Will someone be kind enough to show me how to generate this report please?
Thank you so much for the kind support.
Kindest Regards,
Deshan
Solved! Go to Solution.

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03-25-2021 07:46 AM
To show both opened and closed tickets, you'd use a report with two datasets as others have mentioned.
Reporting wont show a date for which no records are opened or closed. Logically, that date does not exists in the tables you are reporting on.
For this requirement, I would recommend using Performance Analytics. Since PA collects a score daily, there will be a score of 0 for those dates when no tickets were opened or closed. Simply set up two indicators, one for opened and one for closed, and show them in a time widget. Dates with a score of 0 will be shown in the x axis.
If you really want to do this without using PA, you could use database views. You'd need to create a custom table with one row for each date, and probably a scheduled job that runs at midnight and adds a new date row to the table. Then join your task to that table twice, once for closed_at matching the date and once for opened_at matching the date.
If you use left joins for the task tables, you'd still end up with a row for dates with no task records matching. Then you could use two data sets grouped by the date field of your custom table's date field from the DB view, each with a count of the closed and opened task sys_id columns grouped by date. This could work in theory, but it's not something I'd recommend. PA would be much better.
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03-24-2021 08:57 PM
Please check this:
https://community.servicenow.com/community?id=community_question&sys_id=a3bdc76ddb9cdbc01dcaf3231f961919
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03-24-2021 09:02 PM
Hi,
I want to see the values daily. Not monthly. Is there a way for that please?
Thank you,
Kind Regards
Deshan
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03-24-2021 09:10 PM
For that apply a filter of created/closed a day ago.

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03-24-2021 10:39 PM
Hi Deshan,
Apply filter like
Opened on today
and for another dataset which you using apply filter as
Closed on today
and FYI use only Bar chart as visualization if you are using dataset in single report.
Thanks,
Tushar