Have you tried using the 'Tree' using Group / Assignee, it produces a listing that might work for you.
Are you looking for open tickets or tickets that they have touched over a time period.
The Tree Group i believe works for my organization, but still running into issues on what field i filter against, or query to create. I want to know what Incidents are assigned to each analyst in an active state (not resolved or closed) per day.
So if i have 10 incidents open at 6 am today, than resolve 3 today and no other were assigned to me. tomorrow at 6 am it should be 7 open. the issue i am having is getting that information for previous days. let alone finding a good filter that tells me how many incidents are currently assigned to a analyst.
Sounds like a filter problem...
concern is the date filter, if looking for tickets only open today, you will not get any tickets opened yesterday
a suggestion would to be a longer date range or no date range, if looking for only open/active tickets
When doing something like this, I filter on status, something like in the example.
8 hours is looking for only tickets open in the past 8 hours
For what you want, I would not use a Date filter, this way it would show you all the tickets assigned to an analyst or just yourself
I guess i should clarify my term for open, i'm not meaning what incidents were open today, i wanted to know say for 9/5, how many incidents did i have in my name as of 6 am o that day. when i say open i'm meaning active requests not resolved or closed. so for each of my team members we have X amount of incidents open in our queue.
This is where i'm having issue with the data filter, or for that matter any filter that meets my needs.
To try putting it simple. I want to know what incidents are active in a analysts name at a given time each day for the past month (or any date range)
just checking if it is active or not will work,
I mentioned checking for the status, for us Close Pending Cust Approval is still an active ticket, thou for reporting it is considered closed.
not sure on that, I have to ponder that for a bit...
So, how than do i see my incidents i had active yesterday? if i filter to yesterday and say active. it only shows me what i active currently, since the others have been closed. even though yesterday they werent closed.
What I think you want is an aging report, that shows what tickets an analyst had work on in a month/week by date, have not tried to get by hour
Once a ticket is closed, it is consider inactive, so the ticket will not show up once it is closed.
So in order to create an aging report do i need to start it and it will track data going forward? or is it something i can do with the data available?
And i was looking at that option, the only thing is the filter for date options do not include an option for all srs, or a more accurate filter for date range like active during date range. is it possible to create more filters?
Also, thank you for all your help so far. i'm a fast learner, but there is not much information on using this program nor training documentation.
true on the training at times, simply is fast for little reports, that is why I play a lot with the product
what is definition of SRS?
Have you seen
well I have used before on a different set of reports...
Might be able to use a before and after...
but if you are looking to use a 'Date Range' Have you looked at the Fixed Date Filter
which gives the same function, but you can specify your date range, but remember this range is hard code to the document/dashboard and cannot be changed.
Have you review the training videos available on the Ivanti Web site... There good for a basic / understanding and introduction
The link is here
Thank you very much for the link to the E-Learning, i'll review that and see what i can come up with!
Sorry regarding the confusion of my term "SRs" Our company Refers to Incidents as Service Requests.
So one more question to see if i understand this correctly. If i create a Calendar, and set the Fixed Date Range to 1 week. regardless of the week. I am not seeing a filter option that fits what i'm looking for.
I was hoping to find a filter that say In Progress, or Active. but under the date filter.
Date Created won't work in case there is an active Incident that was created before the date range.
Date Assigned won't work since it could have been assigned prior to the date range as well
Date First Response won't work for the same issue.
Date Last Updated Might work, but could miss Incidents that were not updated within the date range.
I really need a date range filter that would say something like Date Active (Incident is in a active status, not one of closed, or resolved). but i don't know how the data would show past days...
an additional filter that says active = true, does that mean it will tell me the active incidents for each day of the week? so if on Monday i have 10 incidents active, and close 3, Tuesday should show 7. but will Monday still show 10 or will it show 7 since the 3 are no longer active. or is extraction smart enough to understand it was active on Monday but not Tuesday?
And one more. The assigned Filter, is it stating who is currently assigned the incident, or the number or incidents that were assigned to that analyst that day?
ok, let's begin
Which Service Desk product are you using? Need this for reference, since I work with CA Service Desk Management, but it should not make a difference, ticketing is ticketing.
additional filter that says active = true, does that mean it will tell me the active incidents for each day of the week,
Most ticketing systems, mark a ticket as inactive once it has been resolved/Closed
so if on Monday i have 10 incidents active, and close 3, Tuesday should show 7. but will Monday still show 10 or will it show 7 since the 3 are no longer active. or is extraction smart enough to understand it was active on Monday but not Tuesday?
Take a look at this quick document I made
this is how it is setup
this is how it works...
I used Open Date this week...
green is all incidents
blue is active tickets
purple is inactive tickets.
how that helps
So with your Open Date This week set, is that telling it to only show incidents that have been open (created) within that week. or is it something else? Because What if a Incident which was opened/created prior to the date range. would it still show up or no?.
This is why i was hoping i could create a new date filter. but i don't seem to have that option when creating new filters.
From what i know, there should be a add Date Condition in there. Or unless there is another way to create Date Condition Filters