Open Ticket age Widget

[Joyce]

Hi,

How can I calculate request age (how many days, the ticket has been open for) to date on the sql query in widget?

Thanks.

Regards,

Joyce

 

 

[Victor]

@Joyce you need something like this?

[Joyce]

Yes, I need the number of days, then create a chart with 3 series, from 0-7 days, from 8-14 days, and from 14-21 days, on counter of Active request, within teams.

What query have you use to get the number of days?

Thanks.

 

Regards,

Joyce

[Joyce]

Looking for something like this

Request by age-Hornbill.docx

[Victor]

@Joyce you really like to give us a challenge  .... I'll have a look tomorrow morning... On top of my head it should (emphasise on "should) be doable using multiple measures and again, multi series...

[Joyce]

Yes I was thinking the same, using multi series with Sql .

[Victor]

@Joyce sorry for the delay. Took the liberty to create a test widget in your instance (Hornbill Test - Aged Incidents), hope this is all right... is this what you were looking for?

[Joyce]

Fantastic @Victor, this is exactly what i need. Thanks

[Prathmesh Patel]

This is what i require too. but need in SLA and OUT of SLA

[Victor]

@Prathmesh Patel did you manage to get the In/Out of SLA widget?

[Prathmesh Patel]

Victor, thanks for asking. i haven't to be honest. I doing it manually at the moment.

What do i need to insert into the widget to get the data out. 

[Victor]

@Prathmesh Patel how do you define In/Out of SLA... is it on all active requests (open, on-hold, resolved) or just resolved? or just closed?  

I think is faster if I create a test widget for this in your instance and walk you through it after if you have any questions on it...let me know if is all right with you

[Prathmesh Patel]

Victor, Thanks,

 

Yes, all active request.

 

[Victor]

@Prathmesh Patel one more thing... response or resolve SLA ?  ... if you need both them might require separate measures/widgets/reports...

[Prathmesh Patel]

Open tickets 

[Victor]

@Prathmesh Patel I understand is open tickets, my second question was if you need a In/Out SLA report for Response or Resolve? Or both?
 

16 hours ago, Victor said:

@Prathmesh Patel one more thing... response or resolve SLA ?

 

[Prathmesh Patel]

apologies, resolve please

[Ben Maddams]

@Victor Hi Victor, I've been trying to recreate the widget you've added a screenshot of in this post, is there any chance of getting the SQL behind this as it would be incredibly useful?

[Victor]

@Ben Maddams umm... I probably need to build it again, assuming is still possible in current functionality... it's been... erm, quite a while since this thread...  

[Ben Maddams]

@Victor Aye I just noticed the date! Sorry about that.