A snapshot of your daily open tickets
Daily count of open tickets is a particularly useful indicator when you want to get an idea of how well your help desk is doing, asses whether you're ahead or behind your target, and see the direction you're moving in. Usually, it makes sense to use the ticket volume report to analyse the daily count of open tickets, but if you want a historical view of your open tickets clocked by day, week, or month, it's best to run an open ticket count report.
To explain this report better, let's assume we have 100 open tickets for the day. If 40 of those tickets are closed by the end of the day, a ticket volume report (generated at the end of the day or the next day) will only show 60 open tickets for that day, while your original count was 100; Whereas a daily open tickets report will give you the exact number of total tickets open on the particular date, regardless of its current status, i.e, open, on-hold, closed, or resolved.
X-axis - Group (Actual)
Y-axis - Request Count (sum)
Color - Date from SDP (Full Date)
Text - Request Count (sum)
Filters:
Date from SDP (relative) - last 3 days
Date from SDP (relative) - exclude today
SQL Query:
SELECT qd.QUEUENAME AS "Group", now() AS "Date from SDP", std.ISPENDING AS "Pending Status", Count(wo.WORKORDERID) AS "Request ID Count" FROM WorkOrder wo LEFT JOIN WorkOrder_Queue woq ON wo.WORKORDERID=woq.WORKORDERID LEFT JOIN QueueDefinition qd ON woq.QUEUEID=qd.QUEUEID LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID LEFT JOIN StatusDefinition std ON wos.STATUSID=std.STATUSID WHERE (std.ISPENDING = true) AND wo.ISPARENT='1' GROUP BY 1 ,std.ispending