Report how many tickets go from Pending to Closed

Answered

4 Comments

  • Graeme Carmichael
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    Lisa

    In your automation that changes pending tickets to solved, add a further action to add a tag to the ticket such as 'pending_to_solved'.

    You can then either search for tags:pending_to_solved, create a view for tickets matching the tag, or create a report in Explore.

     

    1
  • Graeme Carmichael
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    Lisa

    Sorry, but this cannot be easily done retrospectively in Support.

    You could create a report in Explore using the Ticket Updates dataset.

    Metric

    • D_COUNT(Tickets updated)

    Filter

    • Changes Field Name>status
    • Updater Role>NULL
    • Changes- Previous Value>Penidng
    • Changes New Value>Solved

    Rows

    • Ticket ID

     

     

    1
  • Lisa Anders
    Comment actions Permalink

    Great, thanks Graeme! I've applied this tag to my automation.

    This fixes my issue for any future tickets, is there a way i can obtain this information for any existing tickets?

    Thanks,
    Lisa

    0
  • Lisa Anders
    Comment actions Permalink

    Thanks so much Graeme, this is exactly what I needed.

     

    Thanks,
    Lisa

    0

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