Track number of active open tickets waiting

[Jason Rodenbeck]

My supervisor needs me to create a report that would show the number of active, open, unassigned tickets of a specific type (which I can filter) per week.  We are a small department and trying to justify hiring more help with this task and need to show the number of tickets growing. However, anytime I start a report, I'm required to choose a trend activity and there is no way just to choose "active" or "none."  Any trend activity will limit the results because nothing is happening with those tickets.

I just want it to count the number of active unassigned each week over a period of time.  Is this an option?  

I chose multiple for version because we're currently on Quebec and are moving to San Diego.

As I understand we have a limited analytics package and I don't know much about it.  Any help?

[joneedon]

Sure, I understand your requirements. To create a report that shows the number of active, open, unassigned tickets of a specific type per week over a period of time, you don't necessarily need to select a trend activity if it's not relevant to your analysis. I'll guide you through the process of creating the report step-by-step:

1. Report Type Selection: Since you don't need a trend activity, you can choose a standard or tabular report type. Select a report type that allows you to focus on the ticket details without any trend analysis.

2. Data Source Selection: Choose the appropriate data source that contains the ticket information you need. This data source should include details like ticket status, type, assignment, and creation date.

3. Filtering: Apply filters to narrow down the data to the specific ticket type you want to analyze. You can also filter the tickets to show only those that are unassigned.

4. Time Period Selection: Set the date range for the report to cover the period over which you want to track the tickets. You mentioned you want to analyze the data per week, so ensure the report is grouped by weeks.

5. Metrics and Columns: For the metrics, you'll want to count the number of tickets that meet your criteria. Specifically, count the number of active, open, and unassigned tickets each week.

6. Report Generation: Generate the report based on the selected parameters. The report should display the number of active, open, unassigned tickets of the specified type per week.

7. Visualization (Optional): If your analytics package supports it and you find it helpful, you can add visualizations like bar charts or line graphs to represent the data for a clearer presentation.

By following these steps, you should be able to create a report that gives you the desired information without the need for unnecessary trend activities. Remember to check the documentation or help resources for your specific analytics package to familiarize yourself with its functionalities.

Since you mentioned moving from Quebec to San Diego, be sure to check if there are any changes in the analytics package or if you need to transition your reports accordingly.

If you encounter any specific issues or need help with the technical aspects of your analytics package, don't hesitate to ask your IT or analytics support team for assistance. They should be able to provide guidance on using the package efficiently for your report generation.