Query to show KPI report based on technician (PGSQL & MSSQL)
Working on Builds: 14500
Database: MSSQL, PGSQL
This report is already available under Frequently asked reports under Reports->New Query Reports page. Below query can be used for date filter and filter by technicians name modifications.
SELECT ti.FIRST_NAME "Technician",
count(wo.WORKORDERID) "Total number of calls created",
count(case when std.ISPENDING='0' THEN 1 ELSE NULL END) "Total Closed calls" ,
count(case when (wos.ISOVERDUE='0') THEN 1 ELSE NULL END) "No: of calls closed within SLA",
count(case when (wos.ISOVERDUE='1') THEN 1 ELSE NULL END) "No: of calls closed exceeding SLA",
case when count(wo.workorderid) > 0 then cast(count(case when (wos.ISOVERDUE='0') THEN 1 ELSE NULL END) *100 as float) / cast(count(wo.workorderid) as float) else null end "% of calls created and completed within SLA",
case when count(wo.workorderid) > 0 then cast(count(case when (wos.ISOVERDUE='1') THEN 1 ELSE NULL END) *100 as float) / cast(count(wo.workorderid) as float) else null end "% of calls created and completed exceeding SLA"
FROM WorkOrder wo
LEFT JOIN WorkOrderStates wos ON wo.WORKORDERID=wos.WORKORDERID
LEFT JOIN StatusDefinition std on wos.statusid=std.statusid
LEFT JOIN SDUser td ON wos.OWNERID=td.USERID
LEFT JOIN AaaUser ti ON td.USERID=ti.USER_ID
LEFT JOIN workorder_queue ON workorder_queue.workorderid=wo.workorderid
LEFT JOIN queuedefinition ON workorder_queue.queueid=queuedefinition.queueid
WHERE (wo.ISPARENT='1') AND wo.CREATEDTIME >= DATETOLONG('2021-01-13 07:00:00') AND wo.CREATEDTIME <= DATETOLONG('2021-09-13 07:00:00') AND ti.FIRST_NAME='New tech'
GROUP BY ti.FIRST_NAME
order by 1
Note: Custom date and technician name is highlighted, please replace with the required value in the query.
How to compare date column with auto filled date templates?
- Here is the example for getting this week data - CREATEDTIME >= <from_thisweek> AND CREATEDTIME <= <to_thisweek>
- <from_thisweek> - Starting date of this week
- <to_thisweek> - Ending date of this week
- Available Date Templates
- Today - <from_today> - <to_today>
- This week - <from_thisweek> - <to_thisweek>
- Last week - <from_lastweek> - <to_lastweek>
- This month - <from_thismonth> - <to_thismonth>
- Last month - <from_lastmonth> - <to_lastmonth>
- This quarter - <from_thisquarter> - <to_thisquarter>
- Last quarter - <from_lastquarter> - <to_lastquarter>
- Yesterday - <from_yesterday> - <to_yesterday>
New to ADSelfService Plus?
Related Articles
Query to show Average response time for Category (MSSQL & PGSQL)
Tested in build PGSQL (14300) and MSSQL (14306) PGSQL: SELECT accountdefinition.org_name "Account",cd.categoryname "Category", TO_CHAR(((avg(wo.respondedtime)-avg(wo.createdtime))/1000 || ' second')::interval, 'HH24:MI:SS') "Avg Response Time" FROM ...Query to show response, resolution SLA violated count and its percentage ( PGSQL & MSSQL)
Tested in build PGSQL (14300) and MSSQL (14306) SELECT pd.PRIORITYNAME AS "Priority" , count(wo.WORKORDERID) "Total Requests", count(case when ( std.ispending='0') THEN 1 ELSE NULL END) "Closed", count(case when (wos.IS_FR_OVERDUE='1') THEN 1 ELSE ...Query to show SLA response and resolution success percentage
Last Tested on builds 14500 Databases: PGSQL & MSSQL: SELECT pd.PRIORITYNAME AS "Priority" , case when count(wo.workorderid) > 0 then cast(count(case when (wos.IS_FR_OVERDUE='0') THEN 1 ELSE NULL END) *100 as float) / cast(count(wo.workorderid) as ...Query to list the custom and query reports and the technician created (MSSQL & PGSQL)
Tested in builds from PGSQL (14300) or MSSQL (14306) Use case The query displays the custom reports and query reports saved by technicians. Query SELECT custrepdet.report_name "Report Name", au.first_name"Created By" from customreportquery custrep ...Query to show SLA violated and not violated request count based on technician (MSSQL)
Tested in Build MSSQL (14306) SELECT ti.FIRST_NAME "Technician", count(wo.WORKORDERID) "Total Request", count(case when std.ISPENDING='0' THEN 1 ELSE NULL END) "Completed Requests" , count(case when (wos.ISOVERDUE='1') THEN 1 ELSE NULL END) "SLA ...