/build/static/layout/Breadcrumb_cap_w.png

Servicedesk Report help

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.


0 Comments   [ + ] Show comments

Answers (1)

Answer Summary:
Posted by: chucksteel 10 years ago
Red Belt
0

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


Comments:
  • Just the number although either will work. - mgomez 10 years ago
    • 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. - chucksteel 10 years ago
  • Thanks! This will help for future reports! - mgomez 10 years ago

Don't be a Stranger!

Sign up today to participate, stay informed, earn points and establish a reputation for yourself!

Sign up! or login

Share

 
This website uses cookies. By continuing to use this site and/or clicking the "Accept" button you are providing consent Quest Software and its affiliates do NOT sell the Personal Data you provide to us either when you register on our websites or when you do business with us. For more information about our Privacy Policy and our data protection efforts, please visit GDPR-HQ