[Request]: Historical tracking of backlog that hasn't been updated

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  • Phil Holcombe
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    We'd also like to be show the history of aging backlog, that is how many tickets were open by day, but excluding any tickets whose created date was within 2 days of the date in question. Tried various things with gooddata, but without success so far.

    Any tips appreciated.

     

     

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  • Colin Piper
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    Phil, the backlog data is generated is a slightly different way so I am not sure what you want to do is possible. But to be sure can you clarify please...

    Are you trying to exclude any ticket less than a rolling 2 days old through out the entire backlog or are you just trying to exclude those that are two days old today? The former I think and that would need Zendesk to change things at their end which effectively makes this a unique feature.

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  • Phil Holcombe
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    Thanks Colin,

    Here's the bigger picture. We want to be able to see whether we're getting better at managing our aging backlog, and keeping tickets moving along. We can calculate those today, but we were hoping that the new insights data model would allow us to do that historically.

    Regarding the aging backlog, yes, we're trying to exclude from the backlog total for a given day, any ticket that was less than 2 days old on that day. 

    Similarly, we're trying to how many tickets in th backlog for a given day, had not been updated for x days prior to that.

    You think those will be impossible?

    Regards,

    Phil

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  • Sarah Kay
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    Hey Phil,

    I have updated your ticket, but I wanted to share publicly that you can use the Backlog Ticket Age fact to do what it sounds like you are trying to achieve. To view your backlog data, but exclude all tickets that were 2 or more days old at the time of each daily snap shot, you could make the following custom metric:

    SELECT # Backlog Tickets WHERE Backlog ticket age >= 2

    I hope this helps!

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  • Colin Piper
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    Thanks Sarah. I am sure you just made Phil's day!

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  • Phil Holcombe
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    Hi Sarah,

    Firstly, Colin is right, you made my day, many thanks.

    Not sure how I missed that attribute before.

    This gives us a lot of what we need, however ...

    1. Trivially, I think you mean 'include only' rather than 'exclude all' in your statement above. 

    2. The SELECT statement you provided didn't seem to work for me ( it produced the same values as # Backlog tickets. I then noticed that Backlog Ticket Age was in fact a text string, rather than a number. When I changed it to:

    SELECT # Backlog Tickets WHERE Backlog ticket age not in ( 0,1,2)

    It worked a charm. I tried being clever and using 'Backlog ticket age * 1.0 ' to force a conversion to a number, but it didn't work. Testing as a string is fine for my purposes, but it does seem strange that what seems like it should be a number, is text. If you agree, perhaps you could submit a defect on our behalf?

    1. My original request was actually for a something like:

    SELECT # Backlog Tickets WHERE Backlog last updated < 2.

    and I don't see any attribute there that would help. I would even like a 'Backlog ticket age in business days'. Both of these make me wish I could calculate this directly, for more flexibility. Are there any tricks to achieve this?

    You've already been a great help Sarah. Much appreciated.

     

     

     

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  • Sarah Kay
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    Hey Phil,

    1.

    You are right, I did mean "include" and not "exclude" - long day I guess. Sorry for the confusion.

    2.

    There is a Backlog ticket age fact and an attribute, which is why my SELECT statement probably didn't work for you. I was using the fact, and it looks like you were trying to use the attribute, either way, it seems you got it to work. If you want a number instead of a string, try using the fact. It can be found under the fact menu on the right side of the metric editor:

    Regarding your original request, there is no way to measure "Backlog last updated" or "Backlog ticket age in business days". I apologize for this. I hope the solution I provided will at least help get you closer to meeting your business needs :)

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  • Phil Holcombe
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    Hi Sarah

    Many thanks for the clarification. Very helpful. Funny that I never notied the significance of the colours before. 

    We'll have to do without the history of the non-updated tickets.

     

    Phil

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