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Total Tickets for month / Total Closed / Total Remain Open / Total Reassign

Hello, I'm hoping someone can help.

I need to figure out how to do the following:

I need a report which shows the total number of calls received within a given period of time (example from 9/15/08 to 10/15/08, allowing the user to select the dates).

From that total number of tickets, I need it broke down to how many of those tickets were closed within that same time period; how many remain open and of the tickets remaining open, how many were reassigned.

I'm pulling this information from HEAT Call Logging System.

I hope someone can help.

Thanks

Former Member
replied

Hi Gary,

To get the required information you may have to write 3 formulas :

formula1

Numbervar closed;

if TicketStatus = 'Closed"

Then

Closed:=Closed+1;

Closed;

formula2

Numbervar open;

if TicketStatus = 'Open"

Then

open:=open+1;

open;

formula3

Numbervar reassign;

if TicketStatus = 'Reassign"

Then

reassign:=reassign+1;

reassign;

Now place these formulas on your report details section and insert summaries to get the total count.

Thanks,

Sastry

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