How to track tickets reopened that were not created on the same day

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8 댓글

  • Graeme Carmichael
    댓글 작업 고유 링크

    Diego

    What a great question.

    Take a look at the standard metric # Tickets Solved definition. At the end, you will see some extra logic.

    So this standard metric can have a ticket go from an OPEN to a SOLVED status and still count zero if the ticket is subsequently no longer status SOLVED. This will understate # Solved tickets in your calculation.

    So you need to duplicate this metric, then remove the date condition. You are not concerned what happens to the ticket later.

     

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  • Diego
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    Thanks a lot Graeme Carmichael, this is a great point I hadn't noticed before, and I'll probably make that adjustment for a couple other reports as well. I feel I'm now closer to getting my expected result. I did as you suggested and removed the date condition (I still put a negative signal on it for my graph), as below:

    SELECT - IFNULL(COUNT(Ticket Id, Ticket Text Field Change), 0) WHERE [Text Field] New Value IN ([Status] solved[Status] closed) AND [Text Field] Previous Value <> [Status] solved AND Ticket Status IN (SolvedClosed)

    This is what I am getting now for the same three days I showed earlier:

    So now I have 309 + 334 + 76 - 401 = 318

    That's still not 296 though, despite being a lot closer. I wonder if you have any other ideas as to why that may be?

    I'm having a look at the other metrics to see if I can find that out but not sure yet.

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  • Graeme Carmichael
    댓글 작업 고유 링크

    There must be a double counting somewhere...let me sleep on it.

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  • Graeme Carmichael
    댓글 작업 고유 링크

    Diego

    Here a are my metrics:

    The issue is tickets that are in the backlog that are both re-opened and solved on the same day.

    I am not sure how to adjust for that. But will have a think.

     

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  • Diego
    댓글 작업 고유 링크

    Hi Graeme Carmichael, thanks for that, really appreciate the help.

    Not sure I understand what you mean about the Backlog. Isn't the # Backlog just a count of tickets with status less than Solved at the end of a day? My custom metric delays the metric by one day so I have the backlog at the start of the day

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  • Graeme Carmichael
    댓글 작업 고유 링크

    Diego

    Say you have one ticket at the start of the day. Then today...

    • It then gets re- opened
    • It then gets solved

    So you started the day with 1 ticket and close the day with 0 tickets.

    The report would show:

    • Opening backlog from previous day 1
    • Tickets re-opened   1
    • Tickets solved today 1
    • Tickets created today 0

    So the computed closing tickets is  1+1-1+0 = 1

    ... which is not correct.

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  • Diego
    댓글 작업 고유 링크

    Oh I see, you are absolutely right, that makes perfect sense. I'll try to figure out how to remove that double count as well. Thanks again

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  • Graeme Carmichael
    댓글 작업 고유 링크

    Diego

    You may have to move to Explore for this.

    While you can find tickets that were on the backlog that were re-opened. In Insights, you cannot say what status a ticket was in at the end of any specific day.  So correcting for these re-opened ticket will be problematic.

    Explore has full timestamps for each field change. So it may be possible there. I would suggest having a go in Explore and seeing how that goes.

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