Reporting: When is a ticket counted as "backlog"?

SEGGER-NV · November 4, 2019, 10:23am

Hello,

unfortunately I could not find a description in the doc describing the “backlog” filter in Reporting.
Under which conditions will tickets be added to that bracket?

MrGeneration · November 4, 2019, 5:43pm

Heya,

Backlog normally is everything like working on a ticket where it has not been created nor closed.

This might help as well:

github.com

zammad/zammad/blob/fae194918eb8a07036060a1b41f1b33c45e03cad/lib/report/ticket_backlog.rb#L19


    selector:    selector, # ticket selector to get only a collection of tickets
    timezone:    'Europe/Berlin',
  )


returns


  [4,5,1,5,0,51,5,56,7,4]


=end


  def self.aggs(params_origin)
    params = params_origin.dup


    local_params = params.clone
    local_params[:params] = {}


    local_params[:params][:field] = 'created_at'
    created = Report::TicketGenericTime.aggs(local_params)


    local_params[:params][:field] = 'close_at'
    closed = Report::TicketGenericTime.aggs(local_params)

SEGGER-NV · November 5, 2019, 2:26pm

Hi,

thank you for your quick response.
So to make sure I understand it correctly here, every ticket is counted as backlog that is not created and new or closed, and in either one of the following states: open, pending close, pending reminder.

Is that correct?

MrGeneration · November 5, 2019, 3:11pm

This affects everything that is not closed.
Technically a open state can be a valid backlog entry.

@thorsteneckel might be able to add further useful information if he finds time.

thorsteneckel · November 6, 2019, 9:04am

The code can be found here:

github.com

zammad/zammad/blob/6c569e508534a9d77281dd1d724fdb105302b2b3/lib/report/ticket_backlog.rb#L19-L37


def self.aggs(params_origin)
  params = params_origin.dup


  local_params = params.clone
  local_params[:params] = {}


  local_params[:params][:field] = 'created_at'
  created = Report::TicketGenericTime.aggs(local_params)


  local_params[:params][:field] = 'close_at'
  closed = Report::TicketGenericTime.aggs(local_params)


  result = []
  (0..created.length - 1).each do |position|
    count = created[position] - closed[position]
    result.push count
  end
  result
end

The relevant line is here:

github.com

zammad/zammad/blob/6c569e508534a9d77281dd1d724fdb105302b2b3/lib/report/ticket_backlog.rb#L33


    local_params[:params] = {}


    local_params[:params][:field] = 'created_at'
    created = Report::TicketGenericTime.aggs(local_params)


    local_params[:params][:field] = 'close_at'
    closed = Report::TicketGenericTime.aggs(local_params)


    result = []
    (0..created.length - 1).each do |position|
      count = created[position] - closed[position]
      result.push count
    end
    result
  end


=begin


  result = Report::TicketBacklog.items(
    range_start: Time.zone.parse('2015-01-01T00:00:00Z'),
    range_end:   Time.zone.parse('2015-12-31T23:59:59Z'),

What is does is that it firsts counts the created tickets of the requested time span. Then it counts the closed tickets for the same time span. After that it loops over all tickets and checks how many tickets were created and closed at one point in the time span, for each point in that time span. It substracts the closed from the created ones. For example:

Day 1: 5 tickets opened, 4 closed = backlog of 1
Day 2: 4 tickets opened, 4 closed = backlog of 0
Day 3: 3 tickets opened, 4 closed = backlog of -1

The numbers 1, 0 and -1 are the ones that you see in your reporting.

SEGGER-NV · November 6, 2019, 9:22am

Hi thorsten,

yes this answers my question. Thank you very much for your explanation.
You can close the thread if you want.

system · March 5, 2020, 9:22am

This topic was automatically closed 120 days after the last reply. New replies are no longer allowed.