Report for Open, Closed, Not Solved and Backlog



Posted Dec 27, 2023

I have been trying to find a report to show the tickets created, solved, not solved, and a rolling backlog.   After several weeks of playing I finally came up with one.   Below is a screenshot of the past few months.  I am in the process of trying to separate out the ones Pending from Current Month but for now this give me a good view of what I need and I wanted to share it with other people looking for the same history tracking

The Ticket Created Metric is standard

The Ticket Solved - UH

IF ([Changes - Field name]="status" 
      AND [Changes - Previous value]!="solved"   
      AND ([Changes - New value]="solved" OR [Changes - New value]="closed")
      AND ([Ticket status - Unsorted] = "Solved" OR [Ticket status - Unsorted] = "Closed")   
      AND [Update - Date]=[Ticket solved - Date]
      AND [Update - Minute]=[Ticket solved - Minute]) 
THEN [Update ticket ID] 
ENDIF

Tickets Not Solved

  COUNT(Tickets created) -COUNT(Ticket Solved -UH)

Total Backlog

COUNT(Tickets Not Solved)

 


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