Today, I ran some end of semester reports (we're a school district) and I noticed some discrepancies. I ran the Requests Received by Category and came up with a number of 705. Then I ran a report of Completed Requests by Category and included closure statuses of Closed, Resolved, and Closed Duplicate(a closed state where the user put in a request for the same thing). When I run that report, I get a number of 674. Now, theoretically the Requests Received - Completed Requests should = Number of Tickets waiting to be resolved/closed. It does not. Right now we have a total of 9 requests waiting to be resolved/closed, but according to the report numbers, we should have 31.

 

So, here's my question(s).

 

Why the discrepancy? Does the Requests Received number include requests that were deleted? If it does, why? They've been deleted and should no longer exist. Is there any query I can run to at least show a record of the request being deleted, if this is the case? Would the reports include merged requests or just the requests they were merged with? Are there any queries to find the merged requests?

 

I need to find the discrepancies so I can accurately view my department's rate of closure of requests received.

 

Thanks,

 

Kevin