Metric SLA tickets not counts solved tickets opened previous to the data filter
Posted Jun 15, 2023
Hello to all
Maybe i am being dumb on this but i already spent lots of time looking for a solution, but no luck until now.
I have a report that measures all the tickets that were CLOSED under SLA.
For that i used the metric:
And filtered for CLOSED status.
I also have another report that counts the Solved tickets, that i added filters to mimic the tickets under SLA.
Then i apply to both reports, in the dashboard, a time filter for Last Month.
And the end result is a difference between both.
And after analysis in the tickets in question, i found out that the discrepancy is related with when the tickets were created - in this case if the ticket was created previous to the time filter of Last Month it is not shown in the D_COUNT (SLA Ticket).
My question is:
Is there anyway to have a correct report with the Dataset Support SLA, that shows the closed tickets in a specific time interval (under SLA), no matter when it was created?
Thank you in advance for your help.
Frederico Lopes
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1 comment
James G
I recommend checking the time attributes selected in your time filter widget. If your goal is to filter both reports without basing on when the ticket was created then use a different time attribute in your time filter widget. Currently, it sounds like the reports you have are being filtered using an attribute like "Ticket created - date" and if that is the case, you may change that to something else (sample - ticket solved date attribute) so it would list tickets regardless of when they were created. You may also check our documentation here for more details on how filters work in the dashboard - Best practices for using dashboard filters
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