Status Wise Aging Report For Tickets

[EMS CBI]

Hello All,

Can anyone has developed or idea about status wise aging report for tickets ?

Ex :- 1 Ticket Open with  Open -> Acknowledge -> Work In Process -> Resolved -> Closed.

In this -- Age time for Open to Acknowledge  

               Acknowledge to Work In Process            

               Work In Process to Resolved

               Resolved to Closed.                 

      Status may occur multiple times in one ticket.

                         

 

[Wicner Chacon]

Hi EMS,

you have installed the KPI options ? do you see the table on mdb usp_kpi_ticket_data? read the next doc https://techdocs.broadcom.com/us/en/ca-enterprise-software/business-management/ca-service-management/17-3/using/Reporting/Reporting-Using-CA-Service-Desk-Manager/Key-Performance-Indicators.html 

Regards, Wicner Chacón

[Noah Buckley]

You can creating a status-wise aging report for tickets involves tracking time spent in each status. Use a ticketing system or database to record timestamps for status changes.