This report provides a quick view of all Pending incidents which are not closed for more than 10 days. When the incidents start backlogging faster than they can be resolved, the tendency of long incidents pending time can be exposed in this report. This information can be used by the IT Management team to monitor and report upon the efficiency and effectiveness of the Pending incidents. Service Management process managers can also use this report to develop and follow procedures to reduce the time to resolve incidents and eliminate backlogged incidents.
SELECT wo.WORKORDERID"Request ID", qd.QUEUENAME "Group", aau.FIRST_NAME "Requester", wo.TITLE "Subject", ti.FIRST_NAME "Technician", sdo.NAME "Site", LONGTODATE(wo.CREATEDTIME) "Created Time", DATEDIFF(DAY, dateadd(s, datediff(s, GETUTCDATE(), getdate()) +(wo.createdtime/1000), '1970-01-01 00:00:00'), GETDATE()) "Days open" FROM WorkOrder wo LEFT JOIN ModeDefinition mdd ON wo.MODEID=mdd.MODEID LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID LEFT JOIN AaaUser aau ON sdu.USERID=aau.USER_ID LEFT JOIN DepartmentDefinition dpt ON wo.DEPTID=dpt.DEPTID LEFT JOIN WorkOrderToDescription wotodesc ON wo.WORKORDERID=wotodesc.WORKORDERID LEFT JOIN SiteDefinition siteDef ON wo.SITEID=siteDef.SITEID LEFT JOIN SDOrganization sdo ON siteDef.SITEID=sdo.ORG_ID 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 SubCategoryDefinition scd ON wos.SUBCATEGORYID=scd.SUBCATEGORYID LEFT JOIN CategoryDefinition cd ON wos.CATEGORYID=cd.CATEGORYID LEFT JOIN SDUser td ON wos.OWNERID=td.USERID LEFT JOIN AaaUser ti ON td.USERID=ti.USER_ID LEFT JOIN StatusDefinition std ON wos.STATUSID=std.STATUSID WHERE (std.ispending = '1') AND wo.ISPARENT='1' AND DATEDIFF(DAY, dateadd(s, datediff(s, GETUTCDATE(), getdate()) +(wo.createdtime/1000), '1970-01-01 00:00:00'), GETDATE()) > 10 ORDER BY 8
SELECT wo.WORKORDERID"Request ID", qd.QUEUENAME "Group", aau.FIRST_NAME "Requester", wo.TITLE "Subject", ti.FIRST_NAME "Technician", sdo.NAME "Site", LONGTODATE(wo.CREATEDTIME) "Created Time", extract(epoch FROM(now()::TIMESTAMP - to_timestamp(wo.createdtime/1000)::TIMESTAMP))/3600/24 "Days open" FROM WorkOrder wo LEFT JOIN ModeDefinition mdd ON wo.MODEID=mdd.MODEID LEFT JOIN SDUser sdu ON wo.REQUESTERID=sdu.USERID LEFT JOIN AaaUser aau ON sdu.USERID=aau.USER_ID LEFT JOIN DepartmentDefinition dpt ON wo.DEPTID=dpt.DEPTID LEFT JOIN WorkOrderToDescription wotodesc ON wo.WORKORDERID=wotodesc.WORKORDERID LEFT JOIN SiteDefinition siteDef ON wo.SITEID=siteDef.SITEID LEFT JOIN SDOrganization sdo ON siteDef.SITEID=sdo.ORG_ID 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 SubCategoryDefinition scd ON wos.SUBCATEGORYID=scd.SUBCATEGORYID LEFT JOIN CategoryDefinition cd ON wos.CATEGORYID=cd.CATEGORYID LEFT JOIN SDUser td ON wos.OWNERID=td.USERID LEFT JOIN AaaUser ti ON td.USERID=ti.USER_ID LEFT JOIN StatusDefinition std ON wos.STATUSID=std.STATUSID WHERE (std.ispending = '1') AND wo.ISPARENT='1' AND extract(epoch FROM(now()::TIMESTAMP - to_timestamp(wo.createdtime/1000)::TIMESTAMP))/3600/24 > 10 ORDER BY 8