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This how-to article helps service desk managers and technicians to report on ticket status changes across a specified date range using TDNext. The user will need access to TDNext as well as the ticketing application they choose to report from.
Overview
The Ticket History report 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. By this token, a ticket can only be included in the data a maximum of three times - two times for New/In Process, and one time for Completed.
Where to Find This
This feature appears in TDNext inside of any ticketing application. It will be located within the notification on the left side of the screen.
Navigate to this report following this path:
- TDNext > Ticketing Application > Standard Reports
Using the Ticket History Report
Chart
The chart 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. New/In Process tickets data is red and Completed tickets data is green.
Table
The table displays the chart data in table form. 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.