Joined: 05 Oct 2011
Location: United Kingdom
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Posts: 23
Topic: Calculating open calls Posted: 30 Jan 2012 at 4:20am
Afternoon
I'm creating a report based around the number of open tickets on our Service Desk.
Working out how many tickets are open is quite obviously easy. However, I'm trying to get my head round how to calculate how many tickets were open at a given point in time, say a week or a month ago.
Joined: 23 Aug 2011
Online Status: Offline
Posts: 32
Posted: 30 Jan 2012 at 4:32am
This depends on how the data is stored. If there is a historical data that records the ticket status and time as their statues change then you can probably obtain the data. If the latest status is the only one in the table then, it will be difficult to 'run' a report and obtain the data you are looking for.
If the historical data is not stored, then an option is to run the report every "time_frame" and put it into another data base or spread sheet to store historical data.
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