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)
0
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