2 Replies Latest reply on Jul 26, 2016 1:11 PM by dmshimself

    Open Tickets at a certain date/time

    Robert.Gardner Apprentice

      I'd like to create a query that will tell me the number of open tickets at a certain date/time in the past.

      e.g. At Midnight on 31st December 2014 there were 1342 open tickets.

       

      This is required so that we can see whether our Service Desk is improving or not. It will allow me to compare the open tickets at the end of each month to the previous month to see if we are going backwards or improving. Currently I can see the numbers of tickets open now (when I run the query), but I can't find a way to see this information for previous date/times.

       

      How I thought this could be done was using a query where the following criteria is met:

      "Date Logged < Date" and ("Date Resolved" > Date or "Date Resolved is Null")

       

      Creation Date.JPG

      Criteria.JPG

       

      When I run this query it returns just about every record logged in our system (100467 out of 100472).

      It looks like the criteria doesn't understand the logic.

       

      Can someone assist me with this query that will return the number of open tickets at a certain date/time in the past?