Tickets active within a certain period or last 30 days

C110P_astromech
Kilo Contributor

‎05-03-2023 04:22 AM

Hi Everyone, I have been reading and trying to accomplish this so any help would be great.

What I want to accomplish is having a report of all tickets that are active within a certain period. By active I don't mean SN terms - I mean that were opened/created, on hold, resolved, already open from before, closed, etc., during a certain period or last month or last 30 days even.  

Would be great to know. Thank you.

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gyedwab
Mega Guru

‎08-10-2023 06:51 PM

Hello,

If I'm understanding your requirements correctly, you are looking to get a backlog report. You can define what goes into the backlog however you'd like (for example, active = true). There are two approaches to generating a backlog report -- snapshotting the data on a regular basis, or using a formula running total to calculate the backlog.

Both are outlined here: https://www.youtube.com/watch?v=T325tcfQ5QE 

Explore Analytics - ServiceNow Incidents Opened, Resolved, and Backlog Reports
Explore Analytics - ServiceNow Incidents Opened, Resolved, and Backlog Reports
youtube.com/watch?v=T325tcfQ5QE
Learn how in just a few minutes you can create the most common IT Service Management report: Incidents Opened, Resolved, and Backlog. Note that this same method can get you any opened/resolved/backlog report regardless of what tasks are being opened and resolved. For more information, you can find
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