Hi All, wondering if you could help me on a problem with ticket backlogs.
I work with BMC Remedy, and one of our reporting tools is BO. We have many parts to our business and tickets are being moved in and out of our queues all the time, as well as obviously being open and closed, and having their statuses changed (there’s a few different statuses that mean “Open”).
So, based on an audit log that looks at any ticket that has come through my queues, I have built logic that tells me when to count it and when to stop counting it.
Hard part done or so I thought.
I have a CountIfValid measure but if I want to perform this on the first monday of every week and count the number of open tickets in my queue based on the CountIfValid measure being true, I cant get it to add up properly.
Open tickets is a snapshot measure…the number is only true at the time the report is refreshed. Are you trying to report the open tickets historically for every Monday?
Yep I fully get that open tickets is a snapshot that works on last date run, but can we not from the audit log check the last calculated state (ie the ticket is valid - open and in my queue, or not valid - closed or out of my queue) and would apply the logic on that at the start of each week that I am calculating.
The challenge in using the audit log is that you have to consistently extract the records you want to report on. The assignment of a ticket from one group to another may be combined with another ticket event like the update of status.
I assume you are talking about more than incidents here? Incidents have their own assignment detail table.
When I have done this in the past, I have used open tickets and worked back i.e. Opening Balance = Closing Balances + Resolved Tickets in period - Reported Tickets in the period.
With some customers, we have created a specific Service Target to capture the end to end time of the ticket. The Service Target has been configured to created a measurement record for each ticket assignment.
Yep, done all of that - and if we only had to look at open vs closed then I dont think it would be too hard - we have all of this information in the audit log and we use it for measuring MTTR for each type of ticket - so we’ve got this part of the exercise well established.
The bit that trips us up in that tickets move in and out of our queues all the time, so we’re only interested in the volume that are live in our queue at a particular slice of time.
I could get a calculation which spans from when we trigger a valid count (open, in our queue) to when it goes invalid again (either closed or moved) but tying that back to a time slice - I dont know how.
(BOB member since 2006-03-30)