Report Listing Incidents with No Acitivity for Over One Week

[sfczarnecki]

I did a search but I'm either not recognizing the solution or outright not finding one.

I need to have a report emailed daily listing all incidents that have had NO ACTIVITY at all from neither user nor customer in 7 days or more. We're trying to hone in on the incidents that have gone cold or have been forgotten. We need to know where the ball got dropped or if items just aren't being closed properly. I've tried to create such a report but I'm not seeing any date criteria referring to this and, even if I did, I'm not sure how to tell it to calculate a week. Any suggestions?

Thank you.

[GlennD · Accepted solution]

Hi @sfczarnecki,

Could you please try the following?

1. Incidents >> Reports & Queues
2. New Report/Queue - Rule is "Last Active At" is before "Last Week"
3. Save the report and add it to your email queue

[sfczarnecki]

I will give that a try and let you know. Thank you for the suggestion...

[sfczarnecki]

I do believe this is the solution. I did have to add the criteria of only open incidents but I still think this is on point. None of my open incidents meet the requirements to send the email yet (tomorrow that should change) so I can absolutely confirm then but as of right now this looks like it may work. Thank you!