1

We use Spicework for tickets created internally by users in our company. I’d like to be able to say that during a specific period of time, we solved tickets within x amount of days on average. I’d like to be able to specify the start and end dates of the period. I’d like to return results for only Medium or High tickets (we use Low priority for projects).

I poked around the part where you create your own report, but don’t understand the data model itself to accomplish anything. Anyone know how to write this report? Anyone already written one like it?

2 Spice ups
2

http://community.spiceworks.com/reports/1202 is one I use, it would be a potential base. You would need a where clause for not low priority and to adjust the date range for your needs.

3

This may help too http://community.spiceworks.com/reports/1268 - should be reay to use out of the box.

4

I hate to sound like a dunce, but I am not sure what to do with either of those. I installed the second one, but when I read it, it threw an error.

5

I tred the first one, but it has “now” in the SQL, and I am not sure how to paste in a real date (example March 1 through March 30)

6

James8990 wrote:

I hate to sound like a dunce, but I am not sure what to do with either of those. I installed the second one, but when I read it, it threw an error.

What error?

7

Very unspecific:

An Application Error Occurred

Sorry! We’ve encountered an application error.

Restarting the Application

Sometimes, these kind of issues can be resolved by restarting the application:

  1. Right-click on the Spiceworks system tray icon and select Restart
  2. Once Spiceworks has restarted, try your operation again
  3. If you repeatedly get this error message, check the Spiceworks Help site for more information
  4. If you still cannot solve this problem, please read below for instructions on how to contact us

Contacting Spiceworks

If you repeatedly see this error, please let us know so that we can try to fix it:

  1. Please write us an email describing what you were trying to do when this error occurred
  2. Open Windows Explorer and navigate to the directory where Spiceworks is installed (typically C:\Program Files\Spiceworks)
  3. Double-click on Spiceworks_Package.exe to create a file called Spiceworks_Package.zip
  4. Attach Spiceworks_Package.zip to your email and send it all to support@spiceworks.com

We apologize about this problem, and thank you for your patience and assistance. Our users are what keep the IT Revolution going!

8

OK.

I was able to recreate the error.

Do you have queues setup as part of your SW installation (in other words - did you create custom attribute called queue?)

9

Sorry, I don’t know that that means. So I’ll say we don’t. Sadly, the person who set up SW here is long gone. I’ve inherited it, but have a learning curve ahead of me.

10

OK

Custom attributes allows you to add content to sw that match your specific needs.

http://community.spiceworks.com/help/Managing_Custom_Attributes

Queues allows you to divide tickets per company, type etc…

Go to settings -->Advanced–>Custom Attributes

Add custom field call queue, type enumeration with the values you need.

The report will work.

11

OK I’m almost with you. It’s the values I need to type into the Default value that I don’t get.

12

The default value is the one to be displayed first at the list, you can put anything you want there. If you put , (comma) then the first value will be blank.

13

Ok it runs. Thanks. I can’t tell, though, how to enter a start and end date, or if it’s just doing what I need as far as leaving Low priority tickets out.

14

James8990 wrote:

Ok it runs. Thanks. I can’t tell, though, how to enter a start and end date, or if it’s just doing what I need as far as leaving Low priority tickets out.

This report is global and will count all closed tickets.

For specific date range you need to add the following to the where statement

ticket.closed_at>=date(‘now’,-‘x days’) - x is the number of days.

All priorities are included.

15

Invalid SQL - no such column: ticket.closed_at

16

James8990 wrote:

Invalid SQL - no such column: ticket.closed_at

Yeh… that should be tickets.closed_at -sorry about that…

17

OK, thanks. I fixed it. I need to get more familiar with this data model.

Any thoughts on how to remove Low priority tickets from the query?

18

tickets.priority !=‘3’

19

hmm. I added it and gave me the same results, which may very well be accurate. I will play around with it.

thanks for all your help

20

Do you have low priority tickets in that time frame?