Helpdesk open close stats
Submitted by pjbaker on 13 October, 2008 - 12:16.
First off please forgive me if I am posting this in the wrong forum.
I am familiar with Helpdesk in the sense that I can grab tickets work them open close etc but I am basically an idiot when it comes to report creation. I have a new boss that is a stats guy so I am in need of reports for closed/resolved tickets by queue or owner or worker by date or date range. I will also need to create a report for tickets opened and closed the previous day. If there is a good book out there I would love to know about it and if anyone can help me out I would appreciate that as well. I have access to build reports in the NS as well as incident queries within Helpdesk. Thanks in advance
looking for similar report
I have found a report that will provide me with each individual stats, but I need a report that will give me an overall report of my entire tech department, showing the number submitted and completed/resolved each day. It is a good weather check for status of the department. If anyone has something close or can help hone down the report, let me know.
Open and Closed Ticket counts
Here is a report I have. Gives me counts per status and owner, which for me is a queue. i.e. assigned to =Bob and owner=IT Help Desk.
select count(*) as COUNT,workitem_status_lookup_value as STATUS,owned_by_worker_name as OWNER from HD_workitem_current_view as hd1 where hd1.owned_by_worker_name in ('IT Help Desk', 'Network Engineering', 'Systems Engineering', 'Asset Management', 'Tech Solutions') and (hd1.workitem_modified_on between '%Begin Date%' and '%End Date%' ) group by hd1.workitem_status_lookup_value ,owned_by_worker_name order by owned_by_worker_nameThe values of 'IT Help Desk', 'Network Engineering', etc are my queue names, so insert your own here. If you do not have owner=queue, you may have to adjust that to pull a different field for those values.
The '%Begin Date%' and '%End Date%' are parameters you set up in the report, that allow you to specify a date range when the report is run. They are Basic type and my default value is 01/01/2008 for Begin and 12/31/2008 for End. Select the checkbox to "Replace with SQL Parameter" when setting up the parameters, and "Prompt user for value when report is run".
Let me know if you need additional help.
FYI - the view named HD_workitem_current_view will be your new best friend for most of your Helpdesk reports, most likely. :)