Calculated field showing total open and closed tickets on company

[lroquet]

I am building some company level health reports and I need to be able to show the total number of open and closed tickets by company in the company it's self. The right side widget is not something I can use as I want to show the open and closed details in list views and reports filtered by week, month, etc. I tried to do a calculated field looking at ticket ID but you can't filter more than one attitbute and since a ticket can have many status, this is not showing the correct data. 

I want to use this open and closed numbers to drive workflow actions and alerts to create a proactive CSM health score. I want to know if anyone else has ideas on ways I can populate a field with the open and closed totals for a company? 

Thanks

[KTownsend · Accepted solution]

Hi @lroquet! I'd recommend creating a few custom calculated properties and a workflow for this!

1. Create a custom number property on the ticket level

2. When a new ticket is created, set the value of the number property to 1

3. Create a calculated company property that sums the value of all tickets associated. Make this conditional so that it is only calculated when Ticket status = Open

4. Repeat step 4 with a new company property, but change the condition to Ticket status = Closed

Then, you should be able to use the calculated properties in your reports. I hope this helps!

I hope this helps!

[VLibersat]

Hi @KTownsend , could you help with the formula for the calculated company property? I don't seem to be able to insert any properties from the Ticket object to the formula calculation.

Thank you!

[lroquet]

Thanks for the tip. I will give it a try.