# 8 Kommentare

Diego

What a great question.

Take a look at the standard metric # Tickets Solved definition. At the end, you will see some extra logic.

So this standard metric can have a ticket go from an OPEN to a SOLVED status and still count zero if the ticket is subsequently no longer status SOLVED. This will understate # Solved tickets in your calculation.

So you need to duplicate this metric, then remove the date condition. You are not concerned what happens to the ticket later.

Thanks a lot Graeme Carmichael, this is a great point I hadn't noticed before, and I'll probably make that adjustment for a couple other reports as well. I feel I'm now closer to getting my expected result. I did as you suggested and removed the date condition (I still put a negative signal on it for my graph), as below:

`SELECT - IFNULL(COUNT(Ticket Id, Ticket Text Field Change), 0) WHERE [Text Field] New Value IN ([Status] solved, [Status] closed) AND [Text Field] Previous Value <> [Status] solved AND Ticket Status IN (Solved, Closed)`

This is what I am getting now for the same three days I showed earlier:

So now I have 309 + 334 + 76 - 401 = 318

That's still not 296 though, despite being a lot closer. I wonder if you have any other ideas as to why that may be?

I'm having a look at the other metrics to see if I can find that out but not sure yet.

There must be a double counting somewhere...let me sleep on it.

Diego

Here a are my metrics:

The issue is tickets that are in the backlog that are both re-opened and solved on the same day.

I am not sure how to adjust for that. But will have a think.

Hi Graeme Carmichael, thanks for that, really appreciate the help.

Not sure I understand what you mean about the Backlog. Isn't the # Backlog just a count of tickets with status less than Solved at the end of a day? My custom metric delays the metric by one day so I have the backlog at the start of the day

Diego

Say you have one ticket at the start of the day. Then today...

• It then gets re- opened
• It then gets solved

So you started the day with 1 ticket and close the day with 0 tickets.

The report would show:

• Opening backlog from previous day 1
• Tickets re-opened   1
• Tickets solved today 1
• Tickets created today 0

So the computed closing tickets is  1+1-1+0 = 1

... which is not correct.

Oh I see, you are absolutely right, that makes perfect sense. I'll try to figure out how to remove that double count as well. Thanks again

Diego

You may have to move to Explore for this.

While you can find tickets that were on the backlog that were re-opened. In Insights, you cannot say what status a ticket was in at the end of any specific day.  So correcting for these re-opened ticket will be problematic.

Explore has full timestamps for each field change. So it may be possible there. I would suggest having a go in Explore and seeing how that goes.

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