Good Day,

I have a Help Desk ticketing system that keeps track of calls to the Help Desk.

An individual ticket will contain:

Incident #
Open Time
Closed Time
Status
Assignment Group

Data will look like this:

number        open.time                   close.time                          status          
IM12345     01/07/2009 10:00:00   05/08/2009 11:00:00      Closed
IM12346     05/09/2010 10:00:00   01/10/2010 10:00:00      Closed
IM12347     06/02/2011 18:34:00   15/04/2011 09:00:00      Closed
IM12348     07/02/2011 18:34:00                                           Pending   
IM12349     06/07/2011 13:00:05                                           Pending
IM12350     06/07/2011 13:00:05                                           Open


I have a report that looks for two Assignment Groups: SECURITY and SECURITY ADMIN

I have to do a trend type of report to:

1) Show the number of Incidents (IM #'s) that are NOT Closed for each assignment group
2) Show the number of Incidents that are NOT closed on Tuesday's and Thursday's.
3) Keep track of the Incidents that were opened for each past Tuesday and Thursday.

I would like it to look like this:


Assignment Group: SECURITY
Tickets Still Opened on May 31
Tickets Still Opened on June 2
Tickets Still Opened on June 7
Tickets Still Opened on June 9

Assignment Group: SECURITY ADMIN
Tickets Still Opened on May 31
Tickets Still Opened on June 2
Tickets Still Opened on June 7
Tickets Still Opened on June 9

Any ideas on how to get this to work?

Thanks!

Jennifer

Hi there,

Thank-you for your response!

Yes, a ticket could be included in multiple day counts. I ticket could be opened for quite a long period of time before it is closed. We are trying to do some trend analysis on how many tickets the SECURITY team has opened on a given day.

I would like to go back to January 1, 2011 if possible.

The requestor of the report would like this to show data on the Tuesday and Thursday of the week.

Hope this is enough info!

Hi,

The only thing that I can think of is our one table called slomonths

It has two fields:
month and monthindex

It looks like this:

month: Jan
monthindex: 1

month: Feb
monthindex: 2

etc.