Ticket History Report - does not seem to be working properly


I have used the Ticket History report for a couple of years.  It seems to be working differently and incorrectly since the recent upgrade.

The totals seem to be the same for several different date ranges that I enter so I ran a report for the date ranges of 11/20/2023-1/8/2024 grouped by week to get a better idea of what was going on.  The report shows numbers from the week of 10/29 and forward. 

Can you please let me know how the report was changed so I can understand why the new report numbers are not what I am expecting?

Your help is greatly appreciated!


Asked by Shannon Sharon on Mon 1/8/24 1:07 PM
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Answers (2)

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Mark Sayers Mon 1/8/24 1:24 PM

Hello Shannon,

According to the KB for this report ( https://solutions.teamdynamix.com/TDClient/1965/Portal/KB/ArticleDet?ID=3360 ) the New / In Process column can count a ticket up to 2 times, and it can be counted again in the Completed column if it happened to be New, moved to In Process, and also Closed in the time frame being filtered upon.

It is not just a raw count of all *current* tickets that are either New or In Process and then tickets that were Completed in the filtered time frame.

See the KB article I mentioned for a more full explanation of the report's results.

Mark Sayers
Sr Support Consultant, CS

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Hi Mark,
Thank you for the follow up. I believe it was that way in the past.
My concern is that I am filtering tickets from 11/20/2023-1/8/2024 and it is including tickets back to the week of 10/29.
I do not understand why?
- Shannon Sharon Mon 1/8/24 1:41 PM
Can you show me your filters? I can't see those in the screen shot provided. - Mark Sayers Mon 1/8/24 1:44 PM
I am unable to paste a screenshot to this comment box, should I email to you?
I am using 11/20/2023-01/08/2024; grouped by week.
- Shannon Sharon Mon 1/8/24 2:04 PM
That won't be necessary, let me check on this with Engineering for you! - Mark Sayers Mon 1/8/24 2:13 PM
Did any of those tickets happen to move from {some status} to an In Process status on or after the starting date of your filter range? If yes, it would include them in the report and that would be considered valid to include them. - Mark Sayers Fri 1/19/24 10:07 AM
Hi Mark,
They could have, I am not sure. However, I run the report for the date range of 11.20.23-01.08.24 and also for 11.01.23-01.08.24 and get the exact same results. This is definitely not correct since there were 53 tickets created 11.01.23-11.19.23.
- Shannon Sharon Fri 1/19/24 10:40 AM
I definitely recommend, if you haven't already, submitting a formal support ticket so we can escalate to Engineering directly via a ticket task for review of this report's behavior. - Mark Sayers Mon 2/5/24 4:56 PM

Shannon Sharon Mon 1/8/24 2:08 PM Last edited Mon 1/8/24 2:08 PM
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