How to report open tickets per day over a month

[Kirekchiev]

Hi all,

I need to create myself an overview report of open tickets from each day for the last month(or selected period of time).

Basically I want the days to be displayed on the x axis(1,2,3,4,etc) and on the y axis I want to have the number of open tickets for the particular day.

Any ideas on how to do that?

[tverdokhlib1 · Accepted solution]

Hey @Kirekchiev 

Seems like we had a similar task recently. There ar eno standard reports for this, but I found a turn around:

To generate such report, you require specific properties that can track when a ticket enters a particular stage and when it departs from it. Regrettably, the Create Date property only holds data for when tickets are initially created and does not encompass the required information mentioned above.

Solution will be to use workflows and create custom date picker properties for each ticket status. 

We created 5 Tickets stages and filled them with mock tickets. We then created 5 custom properties to track the number of tickets in each stage. These properties are automatically updated whenever a ticket is moved to a new stage, thanks to workflows that stamp the dates they enter each status. 

Thus, We are able to see the number of tickets in each stage on a weekly and monthly basis. You can also see the information daily, just change filter criteria.

This method might be a bit complicated at first glance, but it would help to create the report you requested.

Thanks,

Anton

 

[Kirekchiev]

Hi Anton,

Thanks for the solution. It looks rather easy to set up. I will try it later today.

I have a question about it:

If a ticket drags with a few replies for 3-4 days(meaning it switches between Waiting on Us and Waiting for customer at least 2 times per state), would this report be accurate?

Since I guess this workflow will overwrite the date stamp everytime a state changes, am I correct?