Introduction
With the Ticket Details app, you can get detailed information about the progression of your ITSM tickets over the specified time period.
Configuration Parameters
- Query: Use the query to select the entities that you wish to include in the report.
- Default query: The default query {status IN (“Open”, “New”) AND createdTime >= “-7d”} will be populated by default when opens Ticket Details app. User can be able to modify/delete the default query and run his specific query.
- Using an OpsQL query, you can customize the report result. If users did not select any time related attributes, then we append “createdTime” attribute in the query string.
For example: If a user only selects the internalId attribute, the query will automatically append createdTime >= “-7d”
The query will look like as below:
(internalId = xxxxxx) AND createdTime >= “-7d”
- Client Selection: You can select a single client/ All clients from the dropdown list. Only selected client data will get into the report.
- Attributes Selection: Specify the attributes of the selected entities that you wish to include as columns in the report.
- Default attributes: The default attributes (Id, Subject, status, priority, ticketType etc.) will be populated by default. User can modify/delete the default attributes and select his required attributes to view in the report.
You can select max 20 attributes at once. - Only selected attributes related data will be included in the report. If no attributes are selected, the default attributes data will be included in the report.
- You can customize the default attributes selection order by using the drag and drop functionality.
- Default attributes: The default attributes (Id, Subject, status, priority, ticketType etc.) will be populated by default. User can modify/delete the default attributes and select his required attributes to view in the report.
- Supported Format: Reports are generated only in XLSX format.
Reports Output
Once the report is generated, it will consist of the following sections:
- Summary: This section provides the configuration details.
- Details: This section provides detailed information about your ITSM tickets.
- Glossary: This section contains detailed information about each section present in the report tab, helping you to understand the generated data better.
Sample of reports in XLSX format:
Tickets Report Vs Ticket Details Atrributes
Click here to view the supported attributes
Tickets Report | Ticket Details | |
---|---|---|
UI Atrributes Selection | Display Format In Report | |
Alert Id | alertIds | Alert Ids |
Approval State | approvalState | Approval State |
Assigned To | assignee | Assignee |
Assignee Group | assigneeGroup | Assignee Group |
Category | category | Category |
Client | clientName | Client Name |
Closed Date ( IST ) | closedDate | Closed Date |
Creator | createdBy | Created By |
Description | description | Description |
Due Date ( IST ) | dueDate | Due Date |
External Id | extTicketId | Ext Ticket Id |
Last Updated By | lastUpdatedBy | Last Updated By |
Last Updated Time ( IST ) | updatedTime | Updated Time |
Latest Priority Updated By | priorityUpdatedBy | Latest Priority Updated By |
Latest Status Updated By | statusUpdatedBy | Latest Status Updated By |
Old Priority | oldPriority | Old Priority |
Old Status | oldStatus | Old Status |
Partner | partnerName | Partner Name |
Planned End Time ( IST ) | plannedEndDate | Planned End Date |
Planned Start Time ( IST ) | plannedStartDate | Planned Start Date |
Priority | priority | Priority |
Requester | requester | Requester |
Reason | reason | Reason |
Reopen Count | reopenCount | Reopen Count |
Request ID | id | Ticket Id |
Resolution Breach | resolutionBreach | Resolution Breach |
Resolution Summary | resolutionSummary | Resolution Summary |
Resolution Time (HH:MM:SS) | resolutionTime | Resolution Time (HH:MM:SS) |
Resolved Date ( IST ) | resolvedDate | Resolved Date |
Response Breach | responseBreach | Response Breach |
Response Time (HH:MM:SS) | responseTime | Response Time (HH:MM:SS) |
Root Cause | rootCause | Root Cause |
SLA Name | slaPolicy | SLA Policy Name |
Source | source | Source |
Source Policy Type | sourcePolicyType | Source Policy Type |
Status | status | Status |
Sub-Category | subCategory | Sub Category |
Subject | subject | Subject |
Ticket Type | ticketType | Ticket Type |
Work Around | workaround | Workaround |
Absolute Resolution Time ( IST ) | N/A | N/A |
Absolute Response Time ( IST ) | N/A | N/A |
Age(days) | N/A | N/A |
Approved By | N/A | N/A |
Approved On ( IST ) | N/A | N/A |
Device Name | N/A | N/A |
Groups | N/A | N/A |
IP_Address | N/A | N/A |
KB Id | N/A | N/A |
Requested Date ( IST ) | N/A | N/A |
Raised By | N/A | N/A |
Resolution Reason | N/A | N/A |
Resolution Time(mins) | N/A | N/A |
Resolved By | N/A | N/A |
Response Time(mins) | N/A | N/A |
Sites | N/A | N/A |
Status Flow | N/A | N/A |
Time From Alert To Ticket | N/A | N/A |
N/A | businessImpact | Business Impact |
N/A | changeUniqueId | Change Unique Id |
N/A | clientUid | Client Uid |
N/A | createdTime | Created Time |
N/A | partnerId | Partner Id |
N/A | partnerUid | Partner Uid |
N/A | problemUniqueId | Problem Unique Id |
N/A | tags | Tags |
N/A | urgency | Urgency |
N/A | workStartDate | Work Start Date |
N/A | workEndDate | Work End Date |
Next Steps
Refer to the Installation documentation on how to install and configure the apps.