Hi.
I want to show all tickets in the system for each day of the last week. My question is what date field do I use? I just count tickets but what date - not updated etc
Dates and Reporting
Ok lets simplify this to how do I show a count of all open tickets for the last week by day. Thanks
Use the Backlog dataset to build your report and select the Backlog Status of Open.
Thanks for that. That may be the date I am looking for Backlog recorded date. That enables me to report on statuses by day
To show those Solved for the period I need a new report using the ticket(?) dataset and combine in a dashboard?
Thanks. So any report that is based on a status date needs to be in a separate report because they all have their own date attribute - for example tickets that got Public comments today and also those that were assigned today. They need to be created as separate reports and pulled into a dashboard. You cant have a report with them as two columns?
Hi Dave,
For this – tickets that got Public comments today and also those that were assigned today – you can actually build a report using the Update history dataset, with the native metrics Tickets updated w/public comment and Tickets assigned, and then slice the data by Update - Date under Rows. The resulting table should show the ticket count from each metric per day.
The reason why you need a separate report for solved tickets and for the number of unsolved/open on each day is because the historical data (backlog history) for unsolved tickets resides only in the Backlog dataset. When data are in separate datasets, then that's when presenting the data in a single report/table is not possible – you'll have to create separate reports and then add them to a dashboard if you need to see them in a single view.
Most of historical data (updates made in a ticket's lifetime, field changes, status changes, etc.) can be reported on using the Updates history dataset. I recommend that you check out this section to see what metrics and attributes are available for Updates history: Updates history dataset.
For this – tickets that got Public comments today and also those that were assigned today – you can actually build a report using the Update history dataset, with the native metrics Tickets updated w/public comment and Tickets assigned, and then slice the data by Update - Date under Rows. The resulting table should show the ticket count from each metric per day.
The reason why you need a separate report for solved tickets and for the number of unsolved/open on each day is because the historical data (backlog history) for unsolved tickets resides only in the Backlog dataset. When data are in separate datasets, then that's when presenting the data in a single report/table is not possible – you'll have to create separate reports and then add them to a dashboard if you need to see them in a single view.
Most of historical data (updates made in a ticket's lifetime, field changes, status changes, etc.) can be reported on using the Updates history dataset. I recommend that you check out this section to see what metrics and attributes are available for Updates history: Updates history dataset.
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Yes, that's right, if you need to see the count of solved tickets, you need to create a separate report using the Tickets dataset, and then add both reports to a single dashboard tab.