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Who can use this feature?
- Users with access to Work Management (TDNext) and a Ticketing Application can view this report.
- Available on TDX Work Management
The Ticket History Report is a Ticketing Application report that shows the number of tickets moved to a status class of New, In Process, or Completed for the first time within the specified date range, broken down by week or month.
- This report only includes the first time any ticket is moved to a status of New, In Process (counts towards New), or Completed in the specified date range.
- A ticket can be included in the report up to three times: Twice for New/In Process and once for Completed.
Viewing the Ticket History Report
To view the report:
- In the Work Management Toolbar, click View Applications.
- (OPTIONAL) Search for the name of the application.
- Click the ticketing application tile.
- Under the Standard Reports section of the navigation menu, click Ticket History.
By default, the report groups data by month. To change this:
- In the report toolbar, click Filter.
- Select Group By Week.
- When grouping by week, the date in the "Week" field will be the Sunday of the week in which the ticket status change(s) occurred.
- This counts Sunday as the last day of the week.
- Click Apply.
There are two sections in the report.
| Section |
Data Shown |
| Ticket History Bar Graph |
Shows the number of tickets whose status was changed to New, In Process (counts towards New), or Completed for the first time within the specified date range grouped by week or month.
- Dark Blue: New/In Process tickets
- Light Blue: Completed tickets
|
| Ticket History Table |
The table displays the same data from the chart data. Has the following columns:
- Year
- Month
- Week (only when grouped by Week)
- New / In Process
- Completed
|