Reporting and Analytics for Service

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    Pavol Procka
    Reporting on incoming incidents
    Topic posted August 22, 2018 by Pavol ProckaSilver Crown: 22,500+ Points 
    92 Views, 3 Comments
    Reporting on incoming incidents

    I am trying to see if my approach is correct. I want to see all incidents that are coming to a specific Q.

    Am I right in writing a simple report with the only filter on transactions.trans_type = Queue (except for that I would of course filter on Queues.queue_id and the timeframe)?

    I want to see all incidents that came to the Q, no matter if they came multiple times.



    • Sebastiaan Draaisma

      Hi Pavol.

      It depends on if you want to take previous queues into account.
      The incident.queue_id only shows the current assigned queue, it won't tell you anything about previous queues.

      Say you want to monitor Q1 and an incident comes in Q1 and is transfered to Q2, then the report would not show this as the current assigned queue is Q2. If that is fine then you can use incident.queue_id. If you want to include the previous queues you will have to work with the transaction table. You can then choose to count the incident for both Q1 and Q2 or only once by choocing the first or last queue.

      Edit: I now noticed you already wrote transaction table. So yes, that would be the way to go.

    • Gursimran Singh Saini

      You can also try queue_stats table.

      Absolutely fits your requirement.

      Filter it with queue_action = Handled
      And add a column: count(distinct queue_stats.i_id)

    • Pavol Procka

      Hi Gursimran,

      I guess you mean queue_action = Arrived, correct?

      Also, I want to see all that arrived, so even if the same incident came to the Q more than once, meaning I should not need distinct?