Report what was open on a date

[gerardjohnson]

Hello I have a client in a separate Eureka instance who wants to know what was in any Open state for a particular date.

Sounds simple but there's no report filter condition for State > is > Open > on > 29/02/16 for example.

My instance does a scheduled daily report so we can look into the past, but it seems like the sort of information that would be searchable somehow like a history log which clients don't have access to this so...

Any ideas?

[Patrick DeCarl1]

Gerard,

I believe OOTB the Metric Definition   "Incident State Duration" is tracking all incident states start and stop times. You could run report of metrics and group by incident number to see each state start and stop times.

[gerardjohnson]

Hello sorry for the late reply.

I'm having trouble creating a report that uses Incident State Duration as only the top table Metric Definition can be added as a data source for a report, so it reports on that tables entries, not the data sets it contains like MTR0000004 for duration.

I've played with reports and column sorting the duration metric with no result, surely it can't be this hard to see what was open on a particular date??

Any suggestions and reports or column sorting?

[Erik Hoffmann]

In hindsight this kind of information is very difficult to obtain. States change and most likely an audit trail keeps track of that, but an audit trail is not persisted for ever.

Have a look at Performance Analytics.

This premium platform extension snapshots data to keep track of things like the state an incident was in on a certain date. It is used to create time-series like below on open incidents for state is 'awaiting user info'.

Best regards,

Erik Hoffmann

[gerardjohnson]

Thank you I've had the same recommendation of Performance Analytics after logging and issue with metric_admin not working correctly, which has since been logged as a Problem for SN to investigate further.

The workaround we have is to schedule an export each day sent to some relevant mailbox, though it still feels like something that should be reportable....