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The reports show data on tickets currently being processed in the system. Reports from this group offer information about the current system status, e.g. the current number of tickets.
The reports work as views – re-generation of the report can produce different results each time.
Types of currently processed ticket reports (click the report name to expand the description):
Unclosed tickets summary
The report presents properties of all of the currently unclosed tickets. It allows to assess their progress and time when the tickets remain without solution.
Arguments:
Argument name
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Possible values
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Selection method
|
Default value
|
Category:
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(any), multiple choice from category list
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multiple choice
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(any)
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Assignee:
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(any), (none), multiple choice from assignee list
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multiple choice
|
(any)
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Department:
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(any), (none), multiple choice from department list
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multiple choice
|
(any)
|
Show unassigned tickets:
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true, false
|
checkbox
|
true
|
Show tickets without department:
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true, false
|
checkbox
|
true
|
Priority:
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(any), multiple choice from priority list
|
multiple choice
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(any)
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Reported data:
First response – the first public comment added by a user in “administrator” or “technical support” role.
Example:
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Total number of unclosed tickets
|
Number of tickets in status
|
Number of tickets
|
Number of tickets
|
Average time from creation for tickets without first response
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Average time from creation for unclosed tickets
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new
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open
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waiting for response
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suspended
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assigned to assignee
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not assigned to any assignee
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without first response
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for which the first response was taken
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Number
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40
|
5
|
10
|
20
|
5
|
38
|
2
|
7
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33
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30 min
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1 h 10 min
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Visual presentation:
Chart: bar chart of the number of tickets in “new”, “open”, “waiting for response”, “suspended” status.
Chart: pie chart of the number of unclosed tickets not assigned and assigned to any assignee.
Chart: pie chart of the number of unclosed tickets without the first response and with the first response already taken.
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Unclosed tickets by assignees
The report presents the current workload of the technical support employees within the system.
Arguments:
Argument name
|
Possible values
|
Selection method
|
Default value
|
Category:
|
(any), multiple choice from category list
|
multiple choice
|
(any)
|
Assignee:
|
(any), (none), multiple choice from assignee list
|
multiple choice
|
(any)
|
Department:
|
(any), (none), multiple choice from department list
|
multiple choice
|
(any)
|
Show unassigned tickets:
|
true, false
|
checkbox
|
true
|
Show tickets without department:
|
true, false
|
checkbox
|
true
|
Priority:
|
(any), multiple choice from priority list
|
multiple choice
|
(any)
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Reported data:
First response: the first public comment added by a user in “administrator” or “technical support” role.
The total average time is a weighted value: number of objects in a row * row value/total number of objects.
Example:
Employee
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Number of unclosed tickets
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Number of tickets in status
|
Number of tickets
without first response
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Average time
without first response
|
Average time
from ticket creation
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new
|
open
|
waiting for response
|
suspended
|
Jan Kowalski
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10
|
1
|
3
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5
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1
|
1
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30 min
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1 h
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Piotr Nowak
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19
|
1
|
5
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10
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3
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2
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45 min
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1 h 30 min
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Anna Nowak
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5
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0
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1
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3
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1
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0
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-
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30 min
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average
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10
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0.67
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3
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6
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1.67
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1
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40 min
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1 h 30 min
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total
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30
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2
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9
|
18
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5
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2
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-
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-
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Employee
|
Number of unclosed tickets
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Number of tickets in status
|
Number of tickets
without first response
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Average time
without first response
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Average time
from ticket creation
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new
|
open
|
waiting for response
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suspended
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(no assignee)
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1
|
1
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0
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0
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0
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0
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-
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10 min
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Visual presentation:
Chart: bar chart of the number of unclosed tickets for the assignee + dotted line with mean value.
Chart: bar chart of the number of tickets in “new”, “open”, “waiting for response”, “suspended” status.
Chart: bar chart of the number of tickets without the first response for the assignee + dotted line with mean value.
Chart: bar chart of the average time without the first response for the assignee + dotted line with mean value.
Chart: bar chart of the average time from ticket creation for the assignee + dotted line with mean value.
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Unclosed tickets by priorities
The report presents the current number and status of unsolved tickets with the specified priority.
Arguments:
Argument name
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Possible values
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Selection method
|
Default value
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Category:
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(any), multiple choice from category list
|
multiple choice
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(any)
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Assignee:
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(any), (none), multiple choice from assignee list
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multiple choice
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(any)
|
Department:
|
(any), (none), multiple choice from department list
|
multiple choice
|
(any)
|
Show unassigned tickets:
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true, false
|
checkbox
|
true
|
Show tickets without department:
|
true, false
|
checkbox
|
true
|
Priority:
|
(any), multiple choice from priority list
|
multiple choice
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(any)
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Reported data:
First response: the first public comment added by a user in “administrator” or “technical support” role.
The total average time is a weighted value: number of objects in a row * row value/total number of objects.
Example:
Priority
|
Number of unclosed tickets
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Number of tickets in status
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Number of tickets
without first response
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Average time
without first response
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Average time
from ticket creation
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new
|
open
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waiting for response
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suspended
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High
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10
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1
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3
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5
|
1
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1
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30 min
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1 h
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Medium
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19
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1
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5
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10
|
3
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2
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45 min
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1 h 30 min
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Low
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5
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0
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1
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3
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1
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0
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-
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30 min
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average
|
10
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0.67
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3
|
6
|
1.67
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1
|
40 min
|
1 h 30 min
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total
|
30
|
2
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9
|
18
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5
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2
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-
|
-
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Visual presentation:
Chart: bar chart of the number of unclosed tickets for the priority + dotted line with mean value.
Chart: bar chart of the number of tickets in “new”, “open”, “waiting for response”, “suspended” status for the priority.
Chart: bar chart of the number of tickets without the first response for the priority + dotted line with mean value.
Chart: bar chart of the average time without the first response for the priority + dotted line with mean value.
Chart: bar chart of the average time from ticket creation for the priority + dotted line with mean value.
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Closed tickets by categories
The report presents the current number and status of unsolved tickets with the specified category.
Arguments:
Argument name
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Possible values
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Selection method
|
Default value
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Category:
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(any), multiple choice from category list
|
multiple choice
|
(any)
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Assignee:
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(any), (none), multiple choice from assignee list
|
multiple choice
|
(any)
|
Department:
|
(any), (none), multiple choice from department list
|
multiple choice
|
(any)
|
Show unassigned tickets:
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true, false
|
checkbox
|
true
|
Show tickets without department:
|
true, false
|
checkbox
|
true
|
Priority:
|
(any), multiple choice from priority list
|
multiple choice
|
(any)
|
Reported data:
First response: the first public comment added by a user in “administrator” or “technical support” role.
The total average time is a weighted value: number of objects in a row * row value/total number of objects.
Example:
Category
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Number of unclosed tickets
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Number of tickets in status
|
Number of tickets
without first response
|
Average time
without first response
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Average time
from ticket creation
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new
|
open
|
waiting for response
|
suspended
|
Printers
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10
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1
|
3
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5
|
1
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1
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30 min
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1 h
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Scanners
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19
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1
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5
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10
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3
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2
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45 min
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1 h 30 min
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Monitors
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5
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0
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1
|
3
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1
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0
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-
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30 min
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average
|
10
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0.67
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3
|
6
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1.67
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1
|
40 min
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1 h 30 min
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total
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30
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2
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9
|
18
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5
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2
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-
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-
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Visual presentation:
Chart: bar chart of the number of unclosed tickets for the category + dotted line with mean value.
Chart: bar chart of the number of tickets in “new”, “open”, “waiting for response”, “suspended” status for the category.
Chart: bar chart of the number of tickets without the first response for the category + dotted line with mean value.
Chart: bar chart of the average time without the first response for the category + dotted line with mean value.
Chart: bar chart of the average time from ticket creation for the category + dotted line with mean value.
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Closed tickets by departments
The report presents the current number and status of unsolved tickets with the specified priority.
Arguments:
Argument name
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Possible values
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Selection method
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Default value
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Category:
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(any), multiple choice from category list
|
multiple choice
|
(any)
|
Assignee:
|
(any), (none), multiple choice from assignee list
|
multiple choice
|
(any)
|
Department:
|
(any), (none), multiple choice from department list
|
multiple choice
|
(any)
|
Show unassigned tickets:
|
true, false
|
checkbox
|
true
|
Show tickets without department:
|
true, false
|
checkbox
|
true
|
Priority:
|
(any), multiple choice from priority list
|
multiple choice
|
(any)
|
Reported data:
First response: the first public comment added by a user in “administrator” or “technical support” role.
The total average time is a weighted value: number of objects in a row * row value/total number of objects.
Example:
Department
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Number of unclosed tickets
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Number of tickets in status
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Number of tickets
without first response
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Average time
without first response
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Average time
from ticket creation
|
new
|
open
|
waiting for response
|
suspended
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Warsaw
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10
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1
|
3
|
5
|
1
|
1
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30 min
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1 h
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Wroclaw
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19
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1
|
5
|
10
|
3
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2
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45 min
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1 h 30 min
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Krakow
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5
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0
|
1
|
3
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1
|
0
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-
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30 min
|
average
|
10
|
0.67
|
3
|
6
|
1.67
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1
|
40 min
|
1 h 30 min
|
total
|
30
|
2
|
9
|
18
|
5
|
2
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-
|
-
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Department
|
Number of unclosed tickets
|
Number of tickets in status
|
Number of tickets
without first response
|
Average time
without first response
|
Average time
from ticket creation
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new
|
open
|
waiting for response
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suspended
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(no department)
|
1
|
1
|
0
|
0
|
0
|
0
|
-
|
10 min
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Visual presentation:
Chart: bar chart of the number of unclosed tickets for the department + dotted line with mean value.
Chart: bar chart of the number of tickets in “new”, “open”, “waiting for response”, “suspended” status for the department.
Chart: bar chart of the number of tickets without the first response for the department + dotted line with mean value.
Chart: bar chart of the average time without the first response for the department + dotted line with mean value.
Chart: bar chart of the average time from ticket creation for the department + dotted line with mean value.
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