Display Oldest Ticket | Community
Skip to main content

Display Oldest Ticket

  • April 17, 2019
  • 6 replies
  • 0 views
M

Hi,

I am trying to build a report, which shows different metrics around tickets in the on-hold status (which we escalated internally and where we are waiting for bugs to be fixed, etc.).

As part of the summary header, I am currently trying to build a query, which only shows the date of the single oldest ticket (on-hold status).

I built a query to

COUNT(Tickets)
Rows: Ticket Created - Date
Filter Ticket Status for "Hold"

From the resulting table, I only need that one date of the oldest ticket – not # of tickets, etc.

Any idea how I can narrow this down, e.g. with a custom Standard calculated metric?

Best,
Marcel

    This topic has been closed for replies.

    6 replies

    D
    • Dan91
    • April 19, 2019

    Hi Marcel, thanks for the question.

    I want to be sure I understand this fully. Based on your description I imagine that the desirable end goal would be for your report to just be a headline style date, is that correct? The date would be the date that the oldest on hold ticket, is that correct?

    I apologize for the repetition here, but I do want to be sure I am looking at this properly

    M
    • Marcel15
    • Author
    • April 23, 2019

    Hi Dan,

    thank you for your response.

    I want to be sure I understand this fully. Based on your description I imagine that the desirable end goal would be for your report to just be a headline style date, is that correct? The date would be the date that the oldest on hold ticket, is that correct?

    100% correct. :)

    Best,
    Marcel

    D
    • Dan91
    • April 23, 2019

    Hi Marcel,

    I think this is going to start getting a touch account specific so I am creating a ticket for you where we can continue our conversation.

    Thanks!

    P
    • Pete11
    • October 14, 2019

    I'm also trying to build something similar, but with a headline that reports the oldest ticket age (since creation) in days. Ideally clickable to display the ticket. 

    367236091628 did you manage to get what you wanted done?

    ZZ55
    • ZZ55
    • October 14, 2019

    Pete

    Try this:

    Metrics

    • MED(Unsolved ticket age (days))

     

    Rows

    • Ticket Created Date
    • Top Unsolved Ticket Age Minutes

    Where 'Top Unsolved Ticket Age Minutes' is a custom Top\ Bottom attribute under Calculations>Attributes>Top/bottom attribute' defined as:

    To create a clickable link to a ticket in Support, this is not  supported in Explore out the box. Instead, you must create a custom attribute. See here for details.

    P
    • Pete11
    • October 14, 2019

    Thank you, I'll play around with that and see if I can get what I need. I wasn't aware of that top/bottom calculation option.

    Terms & ConditionsCookie settingsAccessibility statement