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how to see the total of close tickets in queue

I am trying to see if I can pull a report showing the total of tickets closed in all of my queues.



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Answers (1)

Posted by: Hobbsy 4 days ago
Red Belt
0

SO you should be able to pull that from a standard report using the wizard, I would say remember that the date criteria needs to be "Where close date is equal to today" but you may need to edit the SQL to include multiple Queue ID's if you want multiple queues.


If you look at a prebaked report the SQL looks like this so you could just adjust the date criteria in yellow. If it doesn't show the queues you want you could add them into the WHERE Statement


select HD_TICKET.ID, 

       HD_TICKET.TITLE ,

       HD_TICKET.DUE_DATE ,

       HD_TICKET.TIME_CLOSED as TIME_CLOSED,

       CONCAT(IF(TIME_TO_SEC(HD_TICKET.TIME_CLOSED) >= TIME_TO_SEC(HD_TICKET.TIME_OPENED),

              TO_DAYS(HD_TICKET.TIME_CLOSED) - TO_DAYS(HD_TICKET.TIME_OPENED),

              TO_DAYS(HD_TICKET.TIME_CLOSED) - TO_DAYS(HD_TICKET.TIME_OPENED) - 1), 'd ', 

              DATE_FORMAT(ADDTIME("2000-01-01 00:00:00",

              SEC_TO_TIME(TIME_TO_SEC(HD_TICKET.TIME_CLOSED)-TIME_TO_SEC(HD_TICKET.TIME_OPENED))),

              '%kh %im')) AS TIME_TO_CLOSE,

       HD_PRIORITY.NAME as PRIORITY, 

       HD_CATEGORY.NAME as CATEGORY, 

       HD_STATUS.NAME as STATUS, 

       HD_IMPACT.NAME as IMPACT,

       MACHINE.NAME as MACHINE_NAME,

       ifnull((select FULL_NAME from USER where HD_TICKET.OWNER_ID = USER.ID),' Unassigned') as OWNER_NAME,

       (select FULL_NAME from USER where HD_TICKET.SUBMITTER_ID = USER.ID) as SUBMITTER_NAME

from HD_TICKET

left join HD_CATEGORY on HD_CATEGORY_ID = HD_CATEGORY.ID

left join HD_STATUS on HD_STATUS_ID = HD_STATUS.ID

left join HD_PRIORITY on HD_PRIORITY_ID = HD_PRIORITY.ID

left join HD_IMPACT on HD_IMPACT_ID = HD_IMPACT.ID

left join MACHINE on HD_TICKET.MACHINE_ID = MACHINE.ID

where HD_STATUS.STATE = 'closed' and HD_TICKET.TIME_CLOSED > DATE_SUB(NOW(), INTERVAL 7 DAY)

order by OWNER_NAME, HD_PRIORITY.ORDINAL, HD_CATEGORY.ORDINAL, HD_STATUS.ORDINAL, HD_IMPACT.ORDINAL


 
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