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Scripting Question


[Help] SQL Report - Monthly Tickets Closed Per User Count - What is being counted?

11/01/2017 1052 views
Hi all,

Need some help understanding this report. I believe this was part of the system. I don't recall anyone creating this report on our team --

SELECT OPEN.OWNER, OPEN.MONTH, OPEN.YEAR, Coalesce(OPEN.OPEN, 0) AS OPENED, Coalesce(CLOSED.CLOSED, 0) AS CLOSED 
FROM (SELECT Coalesce(U.USER_NAME, 'NO OWNER ASSIGNED') AS OWNER, date_format(T.CREATED, '%M') AS MONTH, YEAR (T.CREATED) AS YEAR, COUNT(*) AS OPEN
FROM HD_TICKET T 
LEFT JOIN USER U ON T.OWNER_ID = U.ID
GROUP BY OWNER_ID, MONTH, YEAR 
ORDER BY YEAR, MONTH) OPEN 
LEFT JOIN (SELECT Coalesce(U.USER_NAME, 'NO OWNER ASSIGNED') AS OWNER, date_format(T.TIME_CLOSED, '%M') AS MONTH, YEAR (T.TIME_CLOSED) AS YEAR, COUNT(*) AS CLOSED
FROM HD_TICKET T 
JOIN HD_STATUS S ON HD_STATUS_ID=S.ID and S.STATE ='Closed'
LEFT JOIN USER U ON T.OWNER_ID = U.ID
GROUP BY OWNER_ID, MONTH, YEAR
ORDER BY YEAR, MONTH) CLOSED
ON (OPEN.MONTH = CLOSED.MONTH AND OPEN.YEAR = CLOSED.YEAR AND OPEN.OWNER = CLOSED.OWNER )
WHERE OPEN.YEAR = date_format(curdate(), '%Y')
ORDER BY YEAR desc, str_to_date(OPEN.MONTH,'%M') desc, OWNER

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All I'm trying to understand is if the report is counting tickets beyond just the previous month. I need a report that shows only last month's ticket activity. The only reason I'm asking is because the final ticket count of open tickets doesn't seem to add up based on these numbers.




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1 Comment   [ + ] Show comment

Comments

  • Hi,

    I have tried your query and it does appear to be accurate. For me it returns the total number of tickets for each support agent that has opened and closed calls. It has different values for per month.

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