Question
How can I report on the volume of recovered tickets from the suspended queue?
Answer
Use the metric Recoveries to report the number of deleted tickets that were recovered. This metric is available in the Updates history dataset.
How can I report on the volume of recovered tickets from the suspended queue?
Use the metric Recoveries to report the number of deleted tickets that were recovered. This metric is available in the Updates history dataset.
1 Comments
So when using this Metric my results appear to only reflect tickets that were in the deleted queue and then recovered. I know I should be in the hundreds for items that are hitting the suspended queue and being approved for a specific group. However, I do not see any of those tickets.
When reading through the article you posted I saw the below snip.
So I tried to modify the Metric but realized that I am unsure what the status value of a suspended ticket is, if it even has one.
I tried just using "suspended" as the field value but 0 results.
do you know what Field name or previous value would be used for suspended tickets.
Example of data i am trying to reflect on - one of our groups emails are constantly stuck in the suspended view since they are automated (Netsuite) emails. I want to be able to quantify how many of those emails are being approved, so that we can justify modifications to the current process.
Please sign in to leave a comment.