A Service Desk Report for all Queue's
I need help with a report broken down by all support queues and owners for each queue showing all tickets opened and how long they have been open from creation date.
Thank you for your time
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Posted by:
chucksteel
6 years ago
How is this:
SELECT HD_QUEUE.NAME, OWNER.FULL_NAME, COUNT(HD_TICKET.ID) AS "Open Tickets"
FROM ORG1.HD_TICKET
JOIN USER OWNER on OWNER.ID = HD_TICKET.OWNER_ID
JOIN HD_QUEUE on HD_QUEUE.ID = HD_TICKET.HD_QUEUE_ID
JOIN HD_STATUS on HD_STATUS.ID = HD_TICKET.HD_STATUS_ID
WHERE HD_STATUS.STATE != "closed"
GROUP BY HD_QUEUE.ID, OWNER.ID
ORDER BY HD_QUEUE.NAME, OWNER.FULL_NAME
This will only return ticket counts for owners that have an open ticket.
Posted by:
JasonEgg
5 years ago
Here is a version of Chuck's report that will show all tickets and the opened time (in days):
SELECT HD_QUEUE.NAME, OWNER.FULL_NAME, HD_TICKET.ID, HD_TICKET.TITLE,
DATEDIFF(NOW(),HD_TICKET.CREATED) AS 'Days Opened'
FROM ORG1.HD_TICKET
JOIN USER OWNER on OWNER.ID = HD_TICKET.OWNER_ID
JOIN HD_QUEUE on HD_QUEUE.ID = HD_TICKET.HD_QUEUE_ID
JOIN HD_STATUS on HD_STATUS.ID = HD_TICKET.HD_STATUS_ID
WHERE HD_STATUS.STATE != "closed"
ORDER BY HD_QUEUE.NAME, OWNER.FULL_NAME
