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tickets greater then 30 days view
Answered
Posted Jun 20, 2022
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?
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2 comments
Walter
Hi Cherry Zablocki,
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".
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Sam
Hi Cherry Zablocki!
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
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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