Time Series report for Incident tickets in Resolved or Closed state for Last 12 Months

[ellencarpen]

I need to show Incident tickets with a specific Short Description in a Resolved or Closed state over the Last 12 Months, grouped by Assignment Group. 

I can filter the variables BUT the times series does not have a Trend by for Closed AND Resolved (looking for a total number). I can do either Resolved or Closed, but not both. 

How can I display this in a time series report?

[TheJoeDC]

For your data source criteria, wouldn't you simply need to query for a State of Resolved or Closed and then simply use the Incident count for your total number? Resolved state is usually a temporary one, the Incidents should either be moving to Closed after a X days or back to Active.

[AndersBGS]

Hi @ellencarpen ,

Just make a time series bar chart with two data sets in the report - That should do the trick to see tickets over the last 12 months in either resolved state (one dataset) or closed state (second dataset). If you need help on adding an additional dataset, I need to know if your utilizing platform analytics or not?

[Roshnee Dash]

Hi @ellencarpen 
Can you please try with these steps?

• Define an Indicator Source

  • Navigate to Performance Analytics > Indicator Sources.

  • Create a new source based on the Incident table (incident).

  • Apply a filter: state IN ('Resolved', 'Closed').

• Create an Automated Indicator

  • Go to Performance Analytics > Indicators.

  • Create a new indicator linked to your Indicator Source.

  • Set Aggregate to COUNT (to count incidents).

  • Enable Breakdowns for Assignment Group.

• Set Up Data Collection

  • Configure a Data Collection Job to run daily or monthly.

  • Ensure it captures historical data for the last 12 months.

• Build a Time Series Report

  • Use Performance Analytics widgets to visualize the trend.

  • Select Time Series and group by Assignment Group.

  • Display the total count of incidents in Resolved or Closed states.

[AndersBGS]

Hi @Roshnee Dash ,

Have you seen that we are talking about platform analytics and not performance analytics?