Need a report for past due date tickets

Idea created by Shvonne Craig on May 19, 2017
    Long term plan
    Score20
    • Jason Davidson
    • Shvonne Craig
    • Chad Brown
    • Gustavo Trujillo

    I need to know if my technicians are resolving tickets by the specified due dates. I can't create an SLM because there is no way for me to set the Target of "Not resolved" to By Due Date.

     

    Since there is already a "Past due date" in the table view that can be used as a filter, can we get this as an option in reports? Being able to see what tickets are being resolved within the set due date and which aren't would be really useful.  I'd like to be able to see this as a number of tickets and also a percentage of tickets within a defined period.

     

    I would much rather create a report that I can save and email to myself on a regular basis.

    What problem will this feature solve?:
    We populate due dates for certain tickets (for example, password resets have 1 business day turnaround). I would like a report that I can run to see how many tickets are resolved within the set due date and how many aren't. Right now, there isn't a way to see this as a report. You have to create a table view