Time Analysis
Query to find the time taken to assign a field
Use case The query will pull a report of when an additional field was first assigned a value DB: MSSQL Query Please replace additional field name with the Field Name Here. SELECT "wo"."WORKORDERID" AS "Request ID", "ad"."ORG_NAME" AS "Account", ...
Query to show technician hop count
MSSQL: SELECT wo.WORKORDERID "Request ID", LONGTODATE(wo.CREATEDTIME) AS "Created Time", qd.QUEUENAME "Current Group",aau.FIRST_NAME AS "Requester", ti.FIRST_NAME "Technician", ad.ORG_NAME AS "Account", ti1.FIRST_NAME "From technician", ...
Query to show Last Status Changed Time and Time spent in previous status
PGSQL: SELECT wo.WORKORDERID "Request ID", wo.TITLE "Subject", ti.FIRST_NAME "Technician", cd.CATEGORYNAME AS "Category", scd.NAME AS "Subcategory", qd.QUEUENAME AS "Group", std.STATUSNAME "Request Status", LONGTODATE(MAX(OPERATIONTIME)) "Last ...
Query to show Total Onhold time_PGSQL
PGSQL: SELECT LONGTODATE(wo.CREATEDTIME) AS "Created Time", wo.WORKORDERID AS "Request ID", aau.FIRST_NAME AS "Requester", wo.TITLE AS "Subject", pd.PRIORITYNAME AS "Priority", std.STATUSNAME AS "Request Status", cd.CATEGORYNAME AS "Category", ...
Query to show difference between current and previous value of a Date additional field
MSSQL: SELECT "wo"."WORKORDERID" AS "Request ID", "mdd"."MODENAME" AS "Request Mode", "qd"."QUEUENAME" AS "Group", "aau"."FIRST_NAME" AS "Requester", "cd"."CATEGORYNAME" AS "Category", "scd"."NAME" AS "Subcategory", "wo"."TITLE" AS ...
Query to show total time taken to resolve and total time onhold _ MSSQL
MSSQL: SELECT "wo"."WORKORDERID" AS "Request ID", "mdd"."MODENAME" AS "Request Mode", "qd"."QUEUENAME" AS "Group", "aau"."FIRST_NAME" AS "Requester", "cd"."CATEGORYNAME" AS "Category", "scd"."NAME" AS "Subcategory", "urgdef"."NAME" AS "Urgency", ...
Query to show Time spent in each status - Time Analysis
MSSQL: SELECT wo.WORKORDERID "Request ID", wo.title "Subject",queuedefinition.queuename "Support Group", "aau"."FIRST_NAME" AS "Requester", "dpt"."DEPTNAME" AS "Department", "cd"."CATEGORYNAME" AS "Category", "scd"."NAME" AS "Subcategory", ...
Time elapsed by each group in requests. PGSQL
Go to Reports-New Query Report and execute the below query. SELECT wo.WORKORDERID AS "Request ID", mdd.MODENAME AS "Request Mode", qd.QUEUENAME AS "Current Group", aau.FIRST_NAME AS "Requester", ti.FIRST_NAME AS "Technician", cd.CATEGORYNAME AS ...
Query to show the time taken between created time and first technician assigned time _PGSQL
Go to Reports-New Query Report and execute this query. PGSQL: SELECT wo.WORKORDERID "Request ID", aau.FIRST_NAME "Requester", LONGTODATE(wo.createdtime) "Created Time", LONGTODATE(wo.COMPLETEDTIME) "Completed Time", LONGTODATE(MIN(woh.OPERATIONTIME)) ...
Query to show time spent by each technician in a ticket.
Navigate to Reports->New Query Report and execute this report. Under Help->About, check the database you are using and use the appropriate query. MSSQL: SELECT wo.WORKORDERID "Request ID",wo.TITLE "Subject",cd.CATEGORYNAME "Category",scd.NAME ...