Jump to content

Search the Community

Showing results for tags 'closed'.



More search options

  • Search By Tags

    Type tags separated by commas.
  • Search By Author

Content Type


Forums

  • Hornbill Platform and Applications
    • Announcements
    • Blog Article Discussions
    • General Non-Product Discussions
    • Application Beta Program
    • Collaboration
    • Service Manager
    • Project Manager
    • Supplier Manager
    • Customer Manager
    • Document Manager
    • Configuration Manager
    • Timesheet Manager
    • Live Chat
    • Board Manager
    • Mobile Apps
    • System Administration
    • Integration Connectors, API & Webhooks
    • Performance Analytics
    • Hornbill Switch On & Implementation Questions
  • About the Forum
    • Announcements
    • Suggestions and Feedback
    • Problems and Questions
  • Gamers Club's Games
  • Gamers Club's LFT

Find results in...

Find results that contain...


Date Created

  • Start

    End


Last Updated

  • Start

    End


Filter by number of...

Joined

  • Start

    End


Group


Organisation


Location


Interests


AIM


MSN


Website URL


ICQ


Yahoo


Jabber


Skype

Found 6 results

  1. Is there a way when adding an email to a request from the mailbox to automatically re-open the request?
  2. I sure this has been asked about before, but my search has not been able to find a post for it. I am trying to have a measure which captures the difference between the number of request opened in a week to the number of requests closed, i.e. whether we are keep ahead of the incoming or slipping behind. Cheers Martyn
  3. I have written a widget to show me calls resolved for the previous month (nov) for a specific team with columns for Priority, Month Avg Response time, Avg Resolve Time , Avg Hold time and ticket count. This is working fine however i would like it to include Closed calls as some of our calls close without a response or resolve time (quick closures) The SQL i have for the widget currently is SELECT h_fk_priorityname AS Priority, monthname( h_dateresolved) month, concat(lpad(floor(avg(h_responsetime)/3600),2,'0'),':',floor(mod(avg(h_responsetime),3600)/60)) as 'Avg Response', concat(lpad(floor(avg(h_fixtime)/3600),2,'0'),':',floor(mod(avg(h_fixtime),3600)/60)) as 'Avg Resolve', concat(lpad(floor(avg(h_totalonholdtime)/3600),2,'0'),':',floor(mod(avg(h_totalonholdtime),3600)/60)) as 'Avg OnHold', COUNT(h_pk_reference) AS Tickets FROM h_itsm_requests WHERE (h_status= 'status.closed' OR h_status= 'status.resolved') AND (h_fk_priorityname NOT LIKE 'PM%') AND (h_fk_priorityname NOT LIKE 'R99%') AND ((month(h_dateresolved) = (Month(CURDATE()) - 1) and year(h_dateresolved)=year(curdate())) OR (month(h_dateresolved) = (Month(CURDATE()) - 1) and year(h_dateresolved)=year(curdate()))) AND (h_resolvedby_team_id = 'GOSH/DivFINICT/SubICT/ITSRV/DTCNTR/SRVRAD/' OR h_resolvedby_team_id = 'GOSH/DivFINICT/SubICT/ITSRV/DTCNTR/STRGBKUP/' OR h_resolvedby_team_id = 'GOSH/DivFINICT/SubICT/ITSRV/DTCNTR/APPDEL/' OR h_resolvedby_team_id = 'GOSH/DivFINICT/SubICT/ITSRV/DTCNTR/DOMAD/' OR h_resolvedby_team_id = 'GOSH/DivFINICT/SubICT/ITSRV/DTCNTR/EXCHNG/') GROUP BY month(h_dateresolved), h_fk_priorityname This works however when i try to add in the ClosedBy bit it fails SELECT h_fk_priorityname AS Priority, monthname( h_dateresolved) month, concat(lpad(floor(avg(h_responsetime)/3600),2,'0'),':',floor(mod(avg(h_responsetime),3600)/60)) as 'Avg Response', concat(lpad(floor(avg(h_fixtime)/3600),2,'0'),':',floor(mod(avg(h_fixtime),3600)/60)) as 'Avg Resolve', concat(lpad(floor(avg(h_totalonholdtime)/3600),2,'0'),':',floor(mod(avg(h_totalonholdtime),3600)/60)) as 'Avg OnHold', COUNT(h_pk_reference) AS Tickets FROM h_itsm_requests WHERE (h_status= 'status.closed' OR h_status= 'status.resolved') AND (h_fk_priorityname NOT LIKE 'PM%') AND (h_fk_priorityname NOT LIKE 'R99%') AND ((month(h_dateresolved) = (Month(CURDATE()) - 1) and year(h_dateresolved)=year(curdate())) AND ((h_resolvedby_team_id = 'GOSH/DivFINICT/SubICT/ITSRV/DTCNTR/SRVRAD/' OR h_resolvedby_team_id = 'GOSH/DivFINICT/SubICT/ITSRV/DTCNTR/STRGBKUP/' OR h_resolvedby_team_id = 'GOSH/DivFINICT/SubICT/ITSRV/DTCNTR/APPDEL/' OR h_resolvedby_team_id = 'GOSH/DivFINICT/SubICT/ITSRV/DTCNTR/DOMAD/' OR h_resolvedby_team_id = 'GOSH/DivFINICT/SubICT/ITSRV/DTCNTR/EXCHNG/') OR (h_closedby_team_id = 'GOSH/DivFINICT/SubICT/ITSRV/DTCNTR/SRVRAD/' OR h_closedby_team_id = 'GOSH/DivFINICT/SubICT/ITSRV/DTCNTR/STRGBKUP/' OR h_closedby_team_id = 'GOSH/DivFINICT/SubICT/ITSRV/DTCNTR/APPDEL/' OR h_closedby_team_id = 'GOSH/DivFINICT/SubICT/ITSRV/DTCNTR/DOMAD/' OR h_closedby_team_id = 'GOSH/DivFINICT/SubICT/ITSRV/DTCNTR/EXCHNG/'))) GROUP BY month(h_dateresolved), h_fk_priorityname Adding the h_closedby_team_id bit is working fine but im struggling to get this bit to work with closed aswell ((month(h_dateresolved) = (Month(CURDATE()) - 1) and year(h_dateresolved)=year(curdate())) I have tried (((month(h_dateresolved) = (Month(CURDATE()) - 1) and year(h_dateresolved)=year(curdate())) OR ((month(h_dateclosed) = (Month(CURDATE()) - 1) and year(h_dateclosed)=year(curdate())) ) Aswell as (((month(h_dateresolved) OR month(h_dateclosed)) = (Month(CURDATE()) - 1)) and ((year(h_dateresolved) OR year(h_dateclosed)) =year(curdate()))) but they are not working, i imagine something is wrong in my code but i dont know what? Does anyone have any ideas? Hayley.
  4. Is there a way to run a report to tell me exactly how many calls a user has closed and resolved on a specific day. We run a report for calls resolved monthly, which gives us a total of each users resolved calls between a month period. Which is done like so: However if I wanted to see a combined total of calls resolved or closed within a month how would I go about doing this, This is so we can get a true value of how many calls are worked by user by day? Thanks Hayley.
  5. After having some issue with printing requests using the print icon, I have discovered that the Print option does not work or launch if the status of the request is closed. Often as part of Service Management reviews we will take a hard copy of both current and closed requests to review them, so at the moment you cannot do this for incidents that have been closed. Is this by design or a Bug? Cheers Martyn
  6. Hi - I am very new to this site so not sure of there is a list anywhere of possible answers to my query anyway! I need to find a way of producing a accurate first time fix percentage for my staff - currently we report on calls closed divided by calls logged. But the calls logged include calls that are assigned to other teams whereas I want calls that my team log and close within the Service Desk. Ie someway of capturing only calls that do not go out of the Service Desk group. Not sure if I am making much sense here - but anyone have any ideas? Thanks in advance.
×
×
  • Create New...