On Hold Ticket Impact on Reports


Within the Enterprise Service Management (ESM) system when a ticket is placed in an On Hold status class the results of on a ticket report are impacted. Understanding the impact that using the On Hold status may impact the institutions processes. The On Hold status class is considered an active ticket by default. Therefore, ticket reports will include on hold tickets in the report results. On Hold tickets can be filtered out of specific views and reports.


Where to Find This

Ticket reports can be found in TDNext within ticketing applications and in the Analysis application.

Navigate to ticket reports following these paths:

  • TDNext > Ticketing app > [select report]
  • TDNext > Analysis > [select report]

Understanding How On Hold Tickets Impact Reports


For reports involving ticket metrics and KPIs, on hold tickets will be included in the results. This impacts both the operational and absolute versions of each ticketing metric or KPI.

Changing a ticket from in process status, to on hold will update the date and time registered in the ticket's Responded field when the ticket drops off hold again into the in process status. The new value will be the date and time that the ticket dropped off hold and back into an Open/In Process status class.

Similarly, when a ticket that was previously in a completed status is placed on hold and comes back off hold to the completed status again, the ticket's Responded date/time and Resolved date/time are both updated.

Depending on the report you're creating, consider using the initial respond and initial resolve versions of the metrics and KPIs.

Time Entry Data

Reports including time entry data will include tickets which are on hold.

Need additional help or have issues

For support, requests may be submitted anytime using the appropriate Enterprise Service Management form. Requests generate a Ticket which will be worked in order received and urgency by IT Employees with the knowledge and permissions to assist with the request.

For immediate assistance please review the Contact Us page for the appropriate support group.

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Article ID: 1421
Thu 2/16/23 9:43 AM
Thu 2/16/23 10:53 AM