Request Status: Resolved and Closed (Advanced Analytics)
I have spent time looking through Advanced Analytics pre-built dashboards and charts and I cant understand why they would use Requests Resolved when trying to count how many request a technician has completed.
I have setup and commonly see this suggested setup, that allows requesters to reopen a resolved request before it is closed, but this status change completely invalidates the chart that shows how many requests a technician can resolve.
Why are charts on AA using the Requests Resolved value when all requests end up in the closed status making this field useless. Am i doing something wrong? Should Resolved request be showing data?