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Report to Show Any Tickets Open Longer than 2 Weeks

We are looking to create a report that provides a daily count of tickets that have been open for at least 2 weeks. (The status can be "Waiting for Support", "Waiting on Customer", "Waiting on Technician" or "Hold".) I was looking through community, and I found this: 

I'm looking to build a similar report, but our HR manager is not interested in having closed/resolved tickets included in this report. 

Any thoughts on what I could add to our filter within our series? We have tickets that have been on hold for a couple of months, and I would like to have these tickets appearing each day on the report until they are resolved.

1 answer

1 accepted

1 vote
Answer accepted
Jack Community Leader Sep 20, 2019

try this to start...

  1. create and save this filter (tweak as necessary) - createddate <= startOfDay("-2w") and status in ("Waiting for Support", "Waiting on Customer", "Waiting on Technician", "Hold")
  2. create a subscription that runs daily for this filter

note: you may wish to simplify the filter moving away from the status and instead use the Resolution field, e.g. ...and Resolution is EMPTY

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