How to count 1 incident type with multiple scenarios based on ticket open days?
Hello Smartsheet Community,
I have an IT incident report sheet created (shown in the attached picture) and a separate IT Ticket Metrics created.
In my IT ticket Metrics, I would like to count how many P0 tasks under priority has a ticket status with "Not Started", or "In Progress", or "With Customer", or "Returned" that have been there more than 2 days since the incident submit data.
I am thinking of using the countifs formulas but can not seem to get it to work. I would really appreciate it if anyone could charm in and provide some guidance. Thanks in advance.
Best Answer
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Hi @Slu069,
You're on the right track with using the COUNTIFS formula. Something like this should do what you're after:
=COUNTIFS([Incident Submit Date]:[Incident Submit Date], <TODAY(-2), Priority:Priority, CONTAINS("P0", @cell), [Ticket Status]:[Ticket Status], OR(CONTAINS("In Progress", @cell), CONTAINS("Not Started", @cell), CONTAINS("With Customer", @cell), CONTAINS("Returned", @cell)))
Hopefully this helps, but if you've any problems/questions then just let us know!
Answers
-
Hi @Slu069,
You're on the right track with using the COUNTIFS formula. Something like this should do what you're after:
=COUNTIFS([Incident Submit Date]:[Incident Submit Date], <TODAY(-2), Priority:Priority, CONTAINS("P0", @cell), [Ticket Status]:[Ticket Status], OR(CONTAINS("In Progress", @cell), CONTAINS("Not Started", @cell), CONTAINS("With Customer", @cell), CONTAINS("Returned", @cell)))
Hopefully this helps, but if you've any problems/questions then just let us know!
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Hello Nick,
Thank you very much for helping. This worked perfectly. Much appreciated.
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