I created this report that lists the following:

Ticket Number
Category
Ticket Title
Time to close ticket

For all tickets that were closed within the last 30 days.

To use this report, copy the SQL statement and and paste it into the SQL statement field, Break on column CATEGORY, and auto generate layout.


SELECT T.ID as 'Ticket Number', C.NAME AS 'Category', T.TITLE AS 'Title', concat( truncate( ( timestampdiff(HOUR,T.CREATED, T.TIME_CLOSED) ) /24, 0 ) , " Days ", ( timestampdiff(HOUR,T.CREATED,T.TIME_CLOSED) ) %24, " Hrs ", ( timestampdiff(MINUTE,T.CREATED,T.TIME_CLOSED) ) %60, " Mins ", ( timestampdiff(SECOND,T.CREATED, T.TIME_CLOSED) ) %60, " Secs" ) AS 'Time to Close'
FROM HD_TICKET T JOIN HD_CATEGORY C ON C.ID=T.HD_CATEGORY_ID
JOIN HD_STATUS S ON T.HD_STATUS_ID=S.ID and S.STATE='Closed'
WHERE (DATE(CURDATE() - INTERVAL 30 DAY) < DATE(T.TIME_CLOSED))
ORDER BY CATEGORY asc, TIME_CLOSED asc

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