Volume of an Incident Queue at a Point in Time

问题

I have an incident queue, consisting of a record number-string, the open time - datetime, and a close time-datetime. The records go back a year or so. What I am trying to get is a line graph displaying the queue volume as it was at 8PM each day. So if a ticket was opened before 8PM on that day or anytime on a previous day, but not closed as of 8, it should be contained in the population.

I tried the below, but this won't work because it doesn't really take into account multiple days.

If DATEPART('hour',[CloseTimeActual])>18 AND DATEPART('minute',[CloseTimeActual])>=0 AND DATEPART('hour',[OpenTimeActual])<=18 THEN 1
ELSE 0
END

Has anyone dealt with this problem before? I am using Tableau 8.2, cannot use 9 yet due to company license so please only propose 8.2 solutions. Thanks in advance.

回答1:

For tracking history of state changes, the easiest approach is to reshape your data so each row represents a change in an incident state. So there would be a row representing the creation of each incident, and a row representing each other state change, say assignment, resolution, cancellation etc. You probably want columns to represent an incident number, date of the state change and type of state change.

Then you can write a calculated field that returns +1, -1 or 0 to to express how the state change effects the number of currently open incidents. Then you use a running total to see the total number open at a given time.

You may need to show missing date values or add padding if state changes are rare. For other analytical questions, structuring your data with one record per incident may be more convenient. To avoid duplication, you might want to use database views or custom SQL with UNION ALL clauses to allow both views of the same underlying database tables.

It's always a good idea to be able to fill in the blank for "Each record in my dataset represents exactly one _________"

Tableau 9 has some reshaping capability in the data connection pane, or you can preprocess the data or create a view in the database to reshape it. Alternatively, you can specify a Union in Tableau with some calculated fields (or similarly custom SQL with a UNION ALL clause). Here is a brief illustration:

select open_date as Date,
       "OPEN" as Action,
       1 as Queue_Change,
       <other columns if desired>
from incidents
UNION ALL
select close_date as Date,
       "CLOSE" as Action,
       -1 as Queue_Change,
       <other columns if desired>
from incidents
where close_date is not null

Now you can use a running sum for SUM(Queue_Change) to see the number of open incidents over time. If you have other columns like priority, department, type etc, you can filter and group as usual in Tableau. This data source can be in addition to your previous one. You don't have ta have a single view of the data for every worksheet in your workbook. Sometimes you want a few different connections to the same data at different levels of detail or for perspectives.

来源：https://stackoverflow.com/questions/30198185/volume-of-an-incident-queue-at-a-point-in-time

标签

tableau