TASK: Cases which have breached SLA on Mgmt Page about cet-dashboard

[lukaszdrahal]

right now we are using this query :

SELECT swtickets.TicketID AS 'ID', swtickets.Ownerstaffname AS 'Owner', 
		from_unixtime(swtickets.dateline, '%Y %D %M %h:%i:%s') 
		As  
		'Opened', swtickets.Subject AS 'Case', swtickets.firstresponsetime AS 'frt', swtickets.priorityTitle as 'pr' , 
		swtickets.AverageResponseTime AS 'ar', swtickets.TotalReplies AS 'tr',  
		swtickets.TimeWorked AS 'tw', swtickets.ticketStatustitle AS 'Status', swuserorganizations.organizationname as 'on'
		FROM swtickets 
		left join swusers on swtickets.userid = swusers.userid 
		left join swuserorganizations on swusers.userorganizationid = swuserorganizations.userorganizationid 		
		WHERE swtickets.Departmenttitle ='CET' AND swtickets.isescalated = 1   AND swtickets.ticketStatustitle <> 'Closed' 
		AND swtickets.dateline > UNIX_TIMESTAMP(curdate()-INTERVAL 7 DAY) 

[lukaszdrahal]

I think I should remove
"AND swtickets.ticketStatustitle <> 'Closed'"

because when report is generated , ticket should be already closed
and also replace dateline range with

AND swtickets.dateline > UNIX_TIMESTAMP(STR_TO_DATE('201650 Monday', '%X%V %W'))
AND swtickets.dateline < UNIX_TIMESTAMP(STR_TO_DATE('201651 Monday', '%X%V %W')) ;

because we gathering stuff for every week ...

[lukaszdrahal]

right now we will use

        	SELECT swtickets.TicketID AS 'ID', swtickets.Ownerstaffname AS 'Owner', 
		from_unixtime(swtickets.dateline, '%Y %D %M %h:%i:%s') 
		As  
		'Opened', swtickets.Subject AS 'Case', swtickets.firstresponsetime AS 'frt', swtickets.priorityTitle as 'pr' , 
		swtickets.AverageResponseTime AS 'ar', swtickets.TotalReplies AS 'tr',  
		swtickets.TimeWorked AS 'tw', swtickets.ticketStatustitle AS 'Status', swuserorganizations.organizationname as 'on'
		FROM swtickets 
		left join swusers on swtickets.userid = swusers.userid 
		left join swuserorganizations on swusers.userorganizationid = swuserorganizations.userorganizationid 		
		WHERE swtickets.Departmenttitle ='CET' AND swtickets.isescalated = 1  -- AND swtickets.ticketStatustitle <> 'Closed' 
		AND swtickets.dateline > UNIX_TIMESTAMP(STR_TO_DATE('201650 Monday', '%X%V %W')) 
		AND swtickets.dateline < UNIX_TIMESTAMP(STR_TO_DATE('201651 Monday', '%X%V %W')) ;

problem ist last escalated ticket is app from august 2014

[lukaszdrahal]

issue closed