Tickets statistics chart calculation on different date fields and status.

Mohammad Rehman shared this question 1 year ago
Answered

Happy New Year Experts,

I need your help to design the report which should display the months in columns, open ticket, closed tickets and created tickets in that month.

Issue here is, Status field has values (New, Assigned, In Progress, Pending, Resolved, Closed, Cancelled).

There are Submit Date, Resolved Date , Closed Date field.

Count of created ticket should be based on submit date, count of open ((New, Assigned, In Progress, Pending) should be on submit date but the Closed Tickets (Resolved, Closed, Cancelled) should be based of Resolved Date and Closed Date

Note:- We have only one data source, we can't use other sources except one OOTB.

Output look like pretty much like this----> see attached image.


Thanks

Mohammad

Comments (7)

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Hi Mohammad,

I can see the problem, you said your count of OPEN Incidents is based on Submit Date for that month.

However, there could be incidents that were submitted in earlier months that are still open.

In summary, you shouldn't use Submit Date per month to count the total of Open tickets for that month.

regards,

David

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Hi Dave,

Thanks for the time and response. Yes, the count should be based on the Month, Created in the same month, Still open in the same month created and closed in the same moth (this could be created in previous month as well).

I am sure you have easy answer but right now my brain is out of order because of the All three counts and showing them together.

Regards

Mohammad

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Hi Mohammad,

I've re-read your ticket a few times and I'm wondering if I've totally misunderstood it....I thought you were saying that you've created a Yellowfin report but the Count values didn't add up. That's why I was asking about the Submit Date value for the Open status.

But now I'm wondering whether you meant that the image you sent is not a Yellowfin report, and you would like to create a Yellowfin report that looks like that but you don't know how to. Is this what you are asking?

regards,

David

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Hi Dave,

Yes, you are right. The image i shared was to achieve in YellowFin Report. I need help on that, how can i achieve this?

Thanks

Mohammad

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Hi Mohammad,

as you probably are aware, I actually can't create your whole report for you - that is a job for a consultant from our professional services department, however, I can certainly point you in the right direction and hopefully get your job underway. After studying your chart image it seems to me like you should use the Combination Chart.

If you would like to engage our professional services for further help please let me know and I'll let your account manager know and they'll organise it for you.

By the way, please tell me which organisation you work for so that I can contact the correct account manager.

regards,

David

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Thanks Dave for you time and help. I will work on it to find a way.

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OK, you're welcome!