Display the number of open tickets

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1

Hi everyone,

we operate Metabase 0.53.2 on the MySQL database of a ticketing system. Overall, I'm very satisfied with the visualizations and reports possible with this setup.

Currently, I'm looking to display "Ticket Performance" for a department, and I seem to be encountering a logical issue:

Each new ticket has a creation date, and each completed ticket has a closure date. This allows me to display the number of new and completed tickets over time relative to their respective dates. Another necessary piece of information would be to display the number of open tickets, but I lack a specific date to group them by.

The goal is to present this data on a weekly basis:

  • Number of new tickets by creation date
  • Number of completed tickets by closure date
  • Number of open tickets by ?

I hope someone can help me with ideas on how to achieve this!

Many thanks and best regards

2

Hi @phoenix3k

I worked on a ticketing system and I think there are a few options to achieve this:

  1. If the ClosureDate is nullable and only contains a value when the ticket is closed, the your SQL statement for open tickets should check where all ClosureDate is null

  2. Another way would be to use a status flag that indicates the status of each ticket. So you can then count any ticket that does not contain a Closed flag.

I hope this helps.

3

will try this! thank you very much !