He was given a task to plot 2 line graphs, based on the number of tickets that arrived and the number of tickets that have been resolved, on a daily basis.
Sounds easy right? Well, not so fast...
Think about the nature of the IT helpdesk tickets....
The first ticket may arrive on Monday, got resolved on Wednesday.
The second ticket may arrive on Tuesday, got resolved on Tuesday.
The third ticket may arrive on Wednesday, got resolved on Thursday.
Hmmm.... I think you got the idea...
So, one of the possible resolution is to use MS Access or any database to perform the following:
- Get arrived dates of all tickets.
- Get resolved dates of all tickets.
- Merge the above 2 dates to form a master table with of dates to be plotted.
- Group all arrived tickets by date and update the figure into the master table.
- Group all resolved tickets by date and update the figure into the master table.
- Finally, update the daily cummulative figures, based on the previous day's total.
Well, what seemed to be a small request, turned out to be a full-fledged programming exercise! :)
Hope the above helps you!
Rgds,
FC
