I would like to see at a glance in a dashboard a list of requests that a technician hasn't replied to in 48 hours (bonus points if it calculates via operating hours, but 48 literal hours is fine).
I can't figure out how to make a report that can do this with relative time, i.e., "greater than 48 hours" or "greater than 2 days" or even "today - 48 hours." I can only see options in the reports to put in literal dates (which won't work more than the one time), or use the limited relative dates of "today," "this week," or "last week," etc.
Even if I could figure out the SQL query to use (not my strong point) to show requests which have not had a *technician reply* in the last 48 hours, my understanding is that Query Reports cannot be made into widgets.
Is there any way to accomplish this? I may have missed a canned report that allows it.
We don't use SLAs. We are on ServiceDesk Plus Standard, version 11.3.09, using MSSQL.