Tickets Needing Resolution - criteria?

We have what looks like a canned/common report called "Tickets Needing Resolution" that has stopped working.  It was giving one of my users an error, and it comes up blank for me.  Has this report recently been changed or removed?  What is the criteria for it (any ticket not in Resolved/Cancelled class?) if I wanted to create a replacement?  We have ~350 tickets that are not resolved/cancelled, so this report should not be blank, unless I'm misunderstanding the nature of the report.

Thank you,

Pamela Jordan

Tags common-reports
Asked by Pamela Jordan on Tue 10/24/23 4:02 PM Last edited Tue 10/24/23 4:02 PM
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Answer (1)

This answer has been marked as the accepted answer
Mark Sayers Tue 10/24/23 4:12 PM

Hello Pamela,

Are you using SLAs currently on your tickets in that particular ticketing application?

Sincerely,
Mark Sayers
Sr Support Consultant, CS

No feedback
Mark,

I just checked our SLA area and it looks like one of my colleagues has made some adjustments. How do those settings impact, or should I ask that things be reverted for now?

Thanks,
Pam - Pamela Jordan Tue 10/24/23 4:24 PM
Well I know that if a ticket *doesn't* have an SLA applied to it, it will not show up in the Tickets Needing Resolution baked-in report module. I don't suppose that is the case here? - Mark Sayers Tue 10/24/23 4:40 PM