Technician Report count differs from Tickets Per Day
Question:
We are seeing the discrepancy between the “Technician Statistics” report and the “Tickets by Day” report. We were expecting the “Tickets closed” number in the “Tickets by Day” report to match up with the sum of the “Closed Issues handled by user” column on the “Technician Statistics” report given the same date range. For example, I’ve attached the output of both reports when given the timeframe of XXXX. One report shows 628 closed tickets and the other shows 635 closed tickets. Please let me know if you need any more details.
Thanks.
Answer
There can be closed support tickets that are not assigned to anyone. "Tickets per day" counts them. "Technician report" doesn't (because there's no technician)
We are seeing the discrepancy between the “Technician Statistics” report and the “Tickets by Day” report. We were expecting the “Tickets closed” number in the “Tickets by Day” report to match up with the sum of the “Closed Issues handled by user” column on the “Technician Statistics” report given the same date range. For example, I’ve attached the output of both reports when given the timeframe of XXXX. One report shows 628 closed tickets and the other shows 635 closed tickets. Please let me know if you need any more details.
Thanks.
Answer
There can be closed support tickets that are not assigned to anyone. "Tickets per day" counts them. "Technician report" doesn't (because there's no technician)