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Reports - how many tickes are assigned and open at the moment?

Hello,

I might I have read this question some time ago, but I can't find it again. So please allow me to ask the question again.

Through "Advanced Search" I can get information how many tickets are open at the moment with each TechGroup. This is a good indicator of how busy the groups are at the moment or do we have an issue on our hand with a (large) backlog of open (wip, pending etc.) tickets.

I would love to automate this process using reports in WHD, but it seems that is not possible. Again, I thought I was reading something about this in the past but I am not sure was it (and if yes - how) or was it not possible.

Before I spent more time into this I was wondering if somebody else managed to find an automated way to get this information out of WHD.

Thank you for your help.

Regards,

Eberhard

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TerryHarding

Hi Eberhard,

If you edit the Open Tickets by Request Type Report and edit it as below, it will provide pie charts of each Tech Group's open tickets by Request Type:

Regards,

Terry

percyplant

Additional under Report Filters, you can include only open ticket status's to show only those tickets which are currently open.

regards

Chris

justin.gray

Once you create the reports you can then use the 'Reports Schedule' (Reports > Report Schedule) to automate report generation and email them to specified recipients.

As a Tech, you might not see them if you haven't been granted the specific rights.

eber123

Thank you.

Terry,

I just tied you suggestion and the output of the report is the same as from queries. I will monitor this for a bit (just to be on the save side).

I changed the settings a wee bit, to "table only" and "Show on-zero items only". This will help to "clean-up" the data.

Chris, Justin,

I included two filters 1.) Tech Group (just to get the information for my team) and 2.) Status (as mentioned to ensure to rule out closed tickets).

Lets see how it goes in the next few days. I will setup reports to send me this report on a daily biases so I can compare it with queries.

Thank you for all your help.

Regards,

Eberhard

eber123

Hello Terry,

I fine-tuned the setting a bit, and cross checked it with search, but the report now provides the number of tickets assigned to my team.

Thank you for pointing me in the right direction.

Eberhard