2 Replies Latest reply on Nov 5, 2008 12:13 PM by robert.kay

    Query Tickets closed within a certain date range

    Rookie

      I would like to have a query that shows me all tickets closed and/or resolved within a certain date range. I am familiar with the logic of the and/or/between function, but need to know what what menu item to drag over to show the data I am looking for.

       

      I have created one for creation date and one that shows all open tickets, but need to show weekly closed calls for workflow purposes. Can anyone help? Thanks.

        • 1. Re: Query Tickets closed within a certain date range
          Lara Hellman SupportEmployee

          Hi Robert,

           

          There's a couple of ways of doing this:

           

          1) Base the query on the Close object.   This will only show you closures but will definitely be 100% accurate within the conditions you give it.  You can still get the results set to launch the incident by changing the settings on the General screen.  If the incident was closed more than once in the period it will be counted for each closure.

           

          2) Base the query on Incident and have two conditions:

          AND Status in one of (Resolved, Closed)

          AND Last Update is between x and y

          Depending on how your process is set up and what actions are available at these statuses you should get relatively accurate results using the above conditions.

           

          3) Use a Crystal Report.

           

          Thanks,

           

          Lara Clark

          EMEA ServiceDesk PSE

          • 2. Re: Query Tickets closed within a certain date range
            Rookie

            Thank you, that worked like a charm!