This how-to article helps users to view various ticket performance metrics in TDNext. The user must have access to the ticketing application and TDNext.
Overview
This report shows the number of open or in process tickets at each priority level that were due or created in the following periods:
- > 90 Days - Due or created over 90 days ago.
- 61 - 90 Days - Due or created 61 - 90 days ago.
- 31 - 60 Days - Due or created 31 - 60 days ago.
- 16 - 30 Days - Due or created 16 - 30 days ago.
- < 16 Days - Due or created less than 16 days ago.
If you check the "Overdue" box in the search criteria, the report will be run based on ticket due dates. If you leave the "Overdue" checkbox unchecked in the search criteria, the report will be run based on ticket creation dates.
Where to Find This
This feature appears in TDNext in a ticketing application. It will be located within the navigation on the left side of the screen.
Navigate to this report following this path:
- TDNext > Ticketing Application > Standard Reports
Using the Ticket Aging Report
Chart
If you click a ticket priority level in the chart, the page will be redirected to the Ticket Search page. The Ticket Search will be run for open and in process tickets with the specified ticket priority level and the specified due date or created date period, depending on how you run the Ticket Aging report.