I've hit a speedbump while trying to automate some processes in my report. I've been creating this report manually in order to help monitor SLAs in my team's environment, but it has been growing more painful and slow as we start to analyze more information. My situation is as follows:
I need to return a value (a ticket number, or numbers) for each group on our team, that distills the result from these criteria:
- The amount of days from the report date that the ticket has been open
The status of the ticket
The class of the ticket
The assigned group
TICKETID ASSIGNEDGROUP CLASS STATUS REPORTDATE NETWORKDAYS I12346 ONSITE INCIDENT INPROG 10/11/2013 0 I12345 CADCAM INCIDENT QUEUED 10/10/2013 1 398254 DATATEL SR QUEUED 10/9/2013 2 I12344 ONSITE INCIDENT QUEUED 10/8/2013 3 398253 ONSITE SR PENDING 10/8/2013 3 398252 ONSITE SR RESOLVED 10/5/2013 4 398249 CADCAM SR PENDING 10/4/2013 5
As an example, I need to find and display the ticket IDs that belong to the ONSITE group and are: Incidents, not Resolved, and open 3 days.
As an aside, COUNTIFS has worked beautifully to count total tickets and statuses across queues, and I can find the number of tickets that fit the bill for those criteria, but not the actual ticket numbers.
Thank you for your time and any assistance/advice you can offer. I hope that I have explained in enough detail what I am trying to accomplish, but if I haven't, please let me know!