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.
- SLA Summary: When you select this checkbox, the report will include a summary of SLA (Service Level Agreement) details for each ticket. This summary provides a quick view of key SLA metrics, such as response and resolution times, allowing you to track SLA compliance more effectively within the Ticket Details 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:
Tickets Report Vs Ticket Details Attributes
Click here to view the supported attributes
| Tickets Report | Ticket Details | |
|---|---|---|
| UI Atrributes Selection | Display Format In Report | |
| Alert Id | alertIds | Alert Ids |
| Approval State | approvalState | Approval State |
| Assigned To | assignee | Assignee |
| Assignee Group | assigneeGroup | Assignee Group |
| Category | category | Category |
| Client | clientName | Client Name |
| Closed Date ( IST ) | closedDate | Closed Date |
| Creator | createdBy | Created By |
| Description | description | Description |
| Due Date ( IST ) | dueDate | Due Date |
| External Id | extTicketId | Ext Ticket Id |
| Last Updated By | lastUpdatedBy | Last Updated By |
| Last Updated Time ( IST ) | updatedTime | Updated Time |
| Latest Priority Updated By | priorityUpdatedBy | Latest Priority Updated By |
| Latest Status Updated By | statusUpdatedBy | Latest Status Updated By |
| Old Priority | oldPriority | Old Priority |
| Old Status | oldStatus | Old Status |
| Partner | partnerName | Partner Name |
| Planned End Time ( IST ) | plannedEndDate | Planned End Date |
| Planned Start Time ( IST ) | plannedStartDate | Planned Start Date |
| Priority | priority | Priority |
| Requester | requester | Requester |
| Reason | reason | Reason |
| Reopen Count | reopenCount | Reopen Count |
| Request ID | id | Ticket Id |
| Resolution Breach | resolutionBreach | Resolution Breach |
| Resolution Summary | resolutionSummary | Resolution Summary |
| Resolution Time (HH:MM:SS) | resolutionTime | Resolution Time (HH:MM:SS) |
| Resolved Date ( IST ) | resolvedDate | Resolved Date |
| Response Breach | responseBreach | Response Breach |
| Response Time (HH:MM:SS) | responseTime | Response Time (HH:MM:SS) |
| Root Cause | rootCause | Root Cause |
| SLA Name | slaPolicy | SLA Policy Name |
| Source | source | Source |
| Source Policy Type | sourcePolicyType | Source Policy Type |
| Status | status | Status |
| Sub-Category | subCategory | Sub Category |
| Subject | subject | Subject |
| Ticket Type | ticketType | Ticket Type |
| Work Around | workaround | Workaround |
| Absolute Resolution Time ( IST ) | absoluteResolutionTime | Absolute Resolution Time |
| Absolute Response Time ( IST ) | absoluteResponseTime | absoluteResponseTime |
| Age(days) | age | Age(days) |
| Approved By | approvedBy | Approved By |
| Approved On ( IST ) | approvedDate | Approved Date |
| Device Name | resourceName | Resource Name |
| Groups | groups.name | Groups Name |
| IP_Address | ipAddress | Ip Address |
| KB Id | KbArticleIds | Kb Article Ids |
| Requested Date ( IST ) | createdDate | Created Date |
| Raised By | createdBy | Created By |
| Resolution Reason | resolutionReason | Resolution Reason |
| Resolution Time(mins) | resolutionTime | Resolution Time |
| Resolved By | resolvedBy | Resolved By |
| Response Time(mins) | responseTime | Response Time |
| Sites | locationName | Location Name |
| Status Flow | statusFlow | Status Flow |
| Time From Alert To Ticket | timeFromAlertToTicket | Time From Alert To Ticket |
| N/A | businessImpact | Business Impact |
| N/A | changeUniqueId | Change Unique Id |
| N/A | clientUid | Client Uid |
| N/A | createdTime | Created Time |
| N/A | partnerId | Partner Id |
| N/A | partnerUid | Partner Uid |
| N/A | problemUniqueId | Problem Unique Id |
| N/A | tags | Tags |
| N/A | urgency | Urgency |
| N/A | workStartDate | Work Start Date |
| N/A | workEndDate | Work End Date |
Next Steps
Refer to the Installation documentation on how to install and configure the apps.