Just looking for a simple report that will show the number of tickets opened under each queue. Would like to run one that will show by month and one that will show TYD (2014 only). I've managed to get most others going except this one, which seems crazy as it should be easy.

Any help would be appreciated!

Total Tickets by Department (Opened/Stalled/Closed) Year to Date (YTD)

  Queue                                                                  # of Tickets

 Queue 1                                                                      59

Queue 2                                                                       120

Queue 3                                                                        38

 

Etc…

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  • You are going to have to create a custom mysql report. Something like select queue_name, sum(HD_TICKET.ID)……


    You can experiment with running mysql queries using a tool like mysql workbench or flyspeed.
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Here you go:

 SELECT HD_QUEUE.NAME, COUNT(HD_TICKET.ID) as "TYD"
FROM ORG1.HD_TICKET
JOIN HD_QUEUE on HD_QUEUE.ID = HD_TICKET.HD_QUEUE_ID
WHERE YEAR(CREATED) = YEAR(NOW())
GROUP BY HD_TICKET.HD_QUEUE_ID

Basically this query returns a count of tickets created in the current year grouped by queue ID.

 

Answered 02/19/2014 by: chucksteel
Red Belt

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Thanks Chuck! Any way I can set it to run on only our new queues?

WHERE HD_TICKET.HD_QUEUE_ID =  21 or 22 or 23 or 24 or 25 or 26 or 27 or 28 or 29 or 30 or 31)

 

Answered 02/19/2014 by: closetgeek
White Belt

  • Yes. You need to add a where clause:
    and HD_QUEUE_ID in (2,3,4,5)
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