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tickets greater then 30 days view

  • June 20, 2022
  • 2 replies
  • 0 views
Cherry

I have a simple view looking at

Category is Support, Status is not solved, Status is not closed

Hours since Open Calendar hours greater then 720 hours. 

Tickets can meet any of these conditions to appear in the view:

Status is new, open, pending, on hold;

I find however that there are tickets not showing up in the view that fit the requirements.  What am I missing? 

 

I did some more research and found there is a difference between created date and open date.  can someone tell me the difference between hours since open and hours since created? 

    2 replies

    W
    • Walter12
    • June 21, 2022

    Hi @cherry,

    can someone tell me the difference between hours since open and hours since created? 

    When a ticket is created, it usually has the "New" status.  A ticket only becomes "Open" after the agent submits it as "Open".  So it is quite possible for there to be a significant time difference between the number of hours since the ticket was first added to the system and when the ticket status was changed to "Open".

     

    Sam15
    • Sam15
    • June 21, 2022

    Hi @cherry!

    It looks like the root cause of your issue has already been identified. To help simplify the conditions of your view, you could reduce it down to this:

    Under ALL

    • Category is Support
    • Status less than Solved
    • Hours since Created (calendar) Greater than 720

    You can omit the other statuses in the ANY section by using the less than operator with the Status.

    Hope this helps!

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