Calculate Aging of Incidents

[#1]

Hi,

I have a oracle database showing the below data:

Incident Number	Last Resolved Date	Reported Date	Status
INCIN0002911699	8/10/2016 17:02	6/1/2016 9:12	Closed
INCIN0002911852	6/1/2016 12:00	6/1/2016 9:01	cancelled
INCIN0002911854	6/2/2016 14:45	6/1/2016 9:03	Closed
INCIN0002911870	6/3/2016 16:21	6/1/2016 9:30	Closed
INCIN0002911912	6/1/2016 14:15	6/1/2016 9:32	cancelled
INCIN0002911918	7/13/2016 12:50	6/1/2016 9:32	cancelled
INCIN0002911921	6/1/2016 9:48	6/1/2016 9:33	Closed
INCIN0002911923	6/1/2016 12:05	6/1/2016 9:35	Closed
INCIN0002911937	7/14/2016 15:23	6/1/2016 8:59	resolved
INCIN0002912048	6/2/2016 14:57	6/1/2016 9:04	resolved
INCIN0002912188	6/7/2016 14:34	6/1/2016 9:26	Closed
INCIN0002912331	6/1/2016 11:50	6/1/2016 9:27	assigned
INCIN0002912406	6/2/2016 17:12	6/1/2016 10:18	assigned
INCIN0002912516	6/3/2016 12:27	6/1/2016 10:22	Closed
INCIN0002912549	6/3/2016 5:25	6/1/2016 10:03	Pending

I need to calculate the aging of the incidents. Formula for aging is "last resolved date - reported date".  Need a bar graph showing aging as

• <1 day
• >1 and <=3 days,
• >3 and <=7 days,
• >7 and <=15 days,
• >15 and <=60 days,
• > 60 days.

Please assist me in doing this.

[#2]

Hi, There is one more condition to be applied. The graph should show aging only for closed a,d resolved tickets.

Thanks,

Arun

[agomes1971]

Hi,

please see attached post.

HTH

André Gomes

[Anil_Babu_Samineni]

If your issue is similar then try expression

This expression for second one

count({<Status = {'Closed','resolved'}>} Incident_Number)

[#5]

Hi,

Thanks for the reply. I go to know some new formulas. Please see the below data:

Incident Number	Last Resolved Date	Reported Date	Status	Group
INCIN0002911699	8/10/2016 17:02	6/1/2016 9:12	Closed	service desk
INCIN0002911852	6/1/2016 12:00	6/1/2016 9:01	cancelled	service desk
INCIN0002911854	6/2/2016 14:45	6/1/2016 9:03	Closed	service desk
INCIN0002911870	6/3/2016 16:21	6/1/2016 9:30	Closed	service desk
INCIN0002911912	6/1/2016 14:15	6/1/2016 9:32	cancelled	support
INCIN0002911918	7/13/2016 12:50	6/1/2016 9:32	cancelled	support
INCIN0002911921	6/1/2016 9:48	6/1/2016 9:33	Closed	support
INCIN0002911923	6/1/2016 12:05	6/1/2016 9:35	Closed	support
INCIN0002911937	7/14/2016 15:23	6/1/2016 8:59	resolved	it
INCIN0002912048	6/2/2016 14:57	6/1/2016 9:04	resolved	it
INCIN0002912188	6/7/2016 14:34	6/1/2016 9:26	Closed	it
INCIN0002912331	6/1/2016 11:50	6/1/2016 9:27	assigned	network
INCIN0002912406	6/2/2016 17:12	6/1/2016 10:18	assigned	network
INCIN0002912516	6/3/2016 12:27	6/1/2016 10:22	Closed	network
INCIN0002912549	6/3/2016 5:25	6/1/2016 10:03	Pending	network

I would require the graph with group as dimension and aging in expressions and the graph should show only the closed and resolved number of incidents. I am using the  following formula in expression. It shows aging correctly but it is not showing for closed and resolved. It shows all the incidents with 1 to 3 days aging.

=count(

  if ( ["Fact Ticket"."Last Resolved Date"]-["Fact Ticket"."Reported Date"] > 1 and ["Fact Ticket"."Last Resolved Date"]-["Fact Ticket"."Reported Date"] <=3 ,

  if(["Status"."Status"]='closed','resolved',

   ["Fact Ticket"."Incident Number"]

   )))

Please assist on this.