Another Help Desk Report
Hi,
I have been looking though all the monthly report assistance requests and solutions posted on the site, and have tried a lot of the different suggestions, I am still unable to get the information I need.
I'm not a MySQL or DB wizard so please excuse my inability to even supply any parameters I have tried, mostly I use the cut and paste method out of other posts.
What I need is a report that has open tickets assigned to agent per month, closed tickets per agent per month and total number of closed tickets per month.
Thanks in Advance.
Fraser Waugh
I have been looking though all the monthly report assistance requests and solutions posted on the site, and have tried a lot of the different suggestions, I am still unable to get the information I need.
I'm not a MySQL or DB wizard so please excuse my inability to even supply any parameters I have tried, mostly I use the cut and paste method out of other posts.
What I need is a report that has open tickets assigned to agent per month, closed tickets per agent per month and total number of closed tickets per month.
Thanks in Advance.
Fraser Waugh
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Answers (1)
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Posted by:
dchristian
12 years ago
Here's a pretty basic report that might help.
It just looks at the created date of the ticket and then checks to see if its still open or closed.
It just looks at the created date of the ticket and then checks to see if its still open or closed.
SELECT U.FULL_NAME,
DATE_FORMAT(H.CREATED,'%Y-%m') AS MONTH,
IF(S.STATE = 'CLOSED','Closed','Open') as STATE,
COUNT(*) NUMBER_OF_TICKETS
FROM HD_TICKET H,
HD_STATUS S,
USER U
WHERE H.HD_STATUS_ID = S.ID
AND U.ID = H.OWNER_ID
GROUP BY FULL_NAME,
MONTH,
STATE
ORDER BY MONTH,
FULL_NAME
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