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:

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