Ticket Details

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")} will be populated by default when opening the Ticket Details app. The user is able to modify or delete the default query and run a 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 All Clients from the dropdown list.
• 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 modifym or delete the default attributes and select the required attributes to view in the report.
    You can select maximum of 25 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.
• SLA Summary: When you select this checkbox, the report will include a summary of SLA (Service Level Agreement) details for each ticket. This summary provides a quick view of key SLA metrics, such as response and resolution times, allowing you to track SLA compliance more effectively within the Ticket Details report.
• Ticket By: Defines the ticket to be presented by Created Time, Closed Date, Updated Time, or Resolved Date. This is an optional field. If the user does not select this field or mention it in the query, it will default to –7d as the value for this configured parameter.
• Analysis Period: The time period over which your environment was analyzed. The supported analysis periods are: Last 24 hours, 7 Days, Last Month, Last 3 Months, and Specific Period. This is an optional field. If the user does not select this field or mention it in the query, it will default to –7d as the value for this configured parameter.
• 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 Attributes

Next Steps

Refer to the Installation documentation on how to install and configure the apps.