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Unsolved Ticket Aging Reporting

  • April 25, 2019
  • 9 replies
  • 0 views
A

Hi, I am kinda new in explore and attempting to create a ticket aging report for the unsolved tickets. The desired output would be a report with the tables that have columns (ticket ID, Assignee, and the ticket age), something like below image;

 

 

 

I have created standard calculated metric as follow;

IF ([Ticket status - Unsorted] != "Closed" OR [Ticket status - Unsorted] != "Solved") THEN TODAY() - [Ticket created - Date] ENDIF

in hope I will get the aging formula result for each ticket, but now stuck on how to show this in the column.

If anyone can provide some insight it would be much appreciated.  Thanks!

    9 replies

    J
    • James104
    • April 28, 2019

    Hey Adnan!

    You may consider using some of the default Metrics and Attributes available in Explore for this purpose.

    You can view the formula used for these standard calculated metrics via the 'pencil' edit icon.

    G
    • Gef12
    • May 2, 2019

    Link is dead

    Brett13
    • Brett13
    • Community Manager
    • May 2, 2019

    Thanks for sharing Gef!

    I've updated the link so you should be able to navigate to the appropriate article :) 

    Hutton,
    • Hutton,
    • December 2, 2020

    Any way to report on Unsolved Ticket Aging with Business Hours (as opposed to Calendar Hours)?

    C

    I also have the same requirement.  Ticket age in business hours. Has anyone found a solution?

     

    Brett13
    • Brett13
    • Community Manager
    • April 16, 2021

    Hey Christian,

    This recipe is what we typically refer users to when trying to report on ticket age: Explore recipe: Backlog tickets by month

    It may be worth taking a look to see if that points you in the right direction!

    Hutton,
    • Hutton,
    • April 16, 2021

    That article is nice, but it relies on the Backlog dataset which gives us the backlog by day.  I suspect that Christian (like myself) may be looking for the value of aging tickets in business hours throughout the day.  I would assume this would mean that a new built in calculated metric would have to be created.

    C

    I appreciate your help Brett, but Spencer is correct. 

    Unresolved ticket age is the exact function that I need, but I only want to consider business hours in the calculation.  Currently, we are exporting that metric to Excel for all open tickets and doing the adjustment manually.

    I have a ticket open with support for guidance on this, I will update this post if I receive a helpful response.  

    N
    • Nathan49
    • August 10, 2021

    I am also after exactly what Spencer and Christian need. I'm unsure why selecting business hours isn't available for this when it is for several other brackets.

    It would be great to know the cycle time of tickets without counting non-business days.

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