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Web Help Desk (WHD)

Forum WHD Reporting Assistance

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WHD Reporting Assistance

eubanksae over 4 years ago

I need to produce 2 trending reports for qty of tickets that exceed an SLA daily. I need these to show daily over time for a rolling 3 months. I don't think I am going to be able to do this, but am looking for thoughts or ideas.

The 2 SLA's breach conditions I need to trend are:

- 1st response > 1 business hour

- Tickets older than 7 days (this is for a subset of tickets and would not include those that are scheduled).

Any help would be appreciated

Thanks,

Andy

0 bshopp over 4 years ago

This is not possible today, I will add you to the enhancement request. You could try to pull data via API or dump to excel and see if you can build what you need there.
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0 fluffy_midnight over 4 years ago
Hi eubanksae,
Agreeing and adding to Bshopp's reply, you can achieve the above by doing one of the following:
SQL query data dump
Ticket Search, data export in CSV/TSV to use in Excel
Create a small integration piece to pull data out via RESTful API
Completely code a dashboard from scratch to pull the data from your database
None of these are out of the box so you would need to create/develop the piece accordingly.
-Midnight
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