Insights recipe: New, Open, and Solved tickets headline reports

Insights has now been removed for most customers. If you used Insights before, you'll now need to move to Explore, the latest generation of reporting for MorgWard products.

This recipe will instruct you on how to create headline reports for new, open, and solved tickets from the previous day. 

Skill: Advanced

Level: 20 minutes

Ingredients:

• Two pre-built metrics, one custom metric. 
• One dashboard date filter. 

New tickets from the previous day

To create a headline report for new tickets from the previous day, it is easiest to use the pre-built metric # Tickets created. 

 To create the new tickets report

1. In the What panel, select # Tickets Created.
2. Click Done. 
3. Select the Headline chart type. 

   

Open tickets from the previous day

This report will measure the number of tickets that were in the New status, then became Open. 

You will need to create the following calculated measure:

SELECT # Ticket Updates WHERE [Text Field] Previous Value = [Status] new AND [Text Field] New Value = [Status] open AND Ticket Status <> Deleted

 This metric will find updates where the status was changed from New to Open. 

To create the open tickets headline report

1. In the What panel, click the (advanced) link next to Add new metric. 
2. Select Custom metric. 
3. Enter a name for your metric in the Name your metric text box. There is already an existing metric called # Open Tickets, so this example uses the name # Tickets Open.
4. Enter the MAQL formula into the Editor pane. You cannot type in facts, metrics, or attributes, but instead must select them from the Elements drop-down list.

   SELECT # Ticket Updates WHERE [Text Field] Previous Value = [Status] new AND [Text Field] New Value = [Status] open AND Ticket Status <> Deleted

   •  # Ticket Updates is located in Metrics.
   • [Text Field] Previous Value, [Text Field] New Value, and Ticket Status are located in Attributes. 
   • [Status] new is located in Attribute Values>[Text Field] Previous Value. 
   • [Status] open is located in Attribute Values>[Text Field] New Value. 
   • Deleted is located in Attribute Values>Ticket Status
5. Click Add to add your metric.
6. Click the Done button. 
7. Select the Headline chart type.

After you finish building your report, you can use Date(Event) for specific updates.  

Solved Tickets from the previous day

For this report, use the pre-built metric # Tickets Solved. Do not use the metric # Solved Tickets.  

​To create the solved tickets headline report

1. In the What panel, select # Tickets solved. 
2. Click Done. 
3. Select the Headline chart type. 

Creating your dashboard 

After you finish creating your three headline reports, you can create a dashboard and add a date filter to it. 

1. Click the Edit dashboard icon in the upper-right of your dashboard. 
2. Click Reports, then select your reports. 
3. Click Filter, then select Date. 
4. Select the Date (Event) from the drop-down list. 
5. Select the single day option. 
6. Enter 1 days ago box. 

   

7. Click Add. 

Your date filter will be added. If you do not want to add a date filter to your dashboard, you can add a date range filter on each report. 

• For New tickets from the previous day, use Date (Ticket Created) is yesterday. 
• For Open tickets from the previous day, use Date (Event) is yesterday.
• For Solved tickets from the previous day, use Date(Ticket Solved) is yesterday.