I have a request to create a report for all tickets closed within 48 hours of being opened from Januar 1, 2013 to March 31,2013.  I found this post http://www.kace.com/support/resources/kb/article/Helpdesk-Tickets-By-Average-Time-to-Close but I don't know how to modify that to find what I need.  I modified the dates and the queue number but that just shows me an average, not the amount closed within 48 hours.

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Do you want a report that lists the tickets or just returns a number?

Answered 04/05/2013 by: chucksteel
Red Belt

  • Just the number although either will work.
    • This query finds tickets closed within 48 hours of their created date for those tickets in the first quarter of 2013:

      SELECT COUNT(ID)
      FROM ORG1.HD_TICKET
      WHERE TIME_TO_SEC(TIMEDIFF(TIME_CLOSED, CREATED)) < 172800
      and (YEAR(CREATED) = 2013 and QUARTER(CREATED) = 1);

      If you change that slightly to this query it will always return the count for the previous quarter:
      SELECT COUNT(ID)
      FROM ORG1.HD_TICKET
      WHERE TIME_TO_SEC(TIMEDIFF(TIME_CLOSED, CREATED)) < 172800
      and (YEAR(CREATED) = 2013 and QUARTER(CREATED) = (QUARTER(NOW()) -1));

      You could schedule that report to run on the first day of each quarter and have it automatically emailed to you.
  • Thanks! This will help for future reports!
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