Open Ticket Age - Week Calculation

JaiPrakash

New Member
Joined
Aug 7, 2017
Messages
6
Hello Experts,
I need help for creating an Open aging incident report. I’m part of Service desk and my team lead has assigned me this task.
I have pulled raw_data of incidents from ServiceNow a ticketing tool that we use. Below is how the raw data looks. Raw data generated on 4-Aug-2017

[TABLE="width: 0, align: left"]
<tbody>[TR]
[TD]Incident Number
[/TD]
[TD]Region
[/TD]
[TD]Assignment Group
[/TD]
[TD]Status
[/TD]
[TD]Status Reason
[/TD]
[TD]FS
[/TD]
[TD]Incident Type
[/TD]
[TD]Opened_Date
[/TD]
[TD]Open Aging
[/TD]
[/TR]
[TR]
[TD]INC000012341216
[/TD]
[TD]ASIA
[/TD]
[TD]SERVICES CAMPUS
[/TD]
[TD]Pending
[/TD]
[TD]Hold
[/TD]
[TD]All
[/TD]
[TD]Service Restoration
[/TD]
[TD]7/16/2017 20:56
[/TD]
[TD]11-19 Days
[/TD]
[/TR]
[TR]
[TD]INC001112350199
[/TD]
[TD]North America
[/TD]
[TD]SERVICE DESK NAM
[/TD]
[TD]Pending
[/TD]
[TD]Action Required
[/TD]
[TD]All
[/TD]
[TD]Service Restoration
[/TD]
[TD]8/1/2017 5:00
[/TD]
[TD]0-3 Days
[/TD]
[/TR]
[TR]
[TD]INC000012284029
[/TD]
[TD]ASIA
[/TD]
[TD]SERVICES CAMPUS
[/TD]
[TD]Pending
[/TD]
[TD]Awaiting Vendor Action
[/TD]
[TD]All
[/TD]
[TD]Service Restoration
[/TD]
[TD]7/6/2017 1:01
[/TD]
[TD]20-29 Days
[/TD]
[/TR]
[TR]
[TD]INC000012342051
[/TD]
[TD]LATIN AM
[/TD]
[TD]SERVICE DESK LAT
[/TD]
[TD]Assigned
[/TD]
[TD]Action Required
[/TD]
[TD]All
[/TD]
[TD]Service Restoration
[/TD]
[TD]7/17/2017 1:26
[/TD]
[TD]11-19 Days
[/TD]
[/TR]
[TR]
[TD]INC000012431380
[/TD]
[TD]LATIN AM
[/TD]
[TD]SERVICES STAFFED
[/TD]
[TD]Assigned
[/TD]
[TD]NULL
[/TD]
[TD]All
[/TD]
[TD]Service Restoration
[/TD]
[TD]8/1/2017 5:02
[/TD]
[TD]0-3 Days
[/TD]
[/TR]
[TR]
[TD]INC000012285934
[/TD]
[TD]North America
[/TD]
[TD]SERVICE DESK STAFFED
[/TD]
[TD]Assigned
[/TD]
[TD]NULL
[/TD]
[TD]All
[/TD]
[TD]Service Restoration
[/TD]
[TD]7/6/2017 7:53
[/TD]
[TD]20-29 Days
[/TD]
[/TR]
[TR]
[TD]INC000011933357
[/TD]
[TD]North America
[/TD]
[TD]SERVICE DESK NAM
[/TD]
[TD]Pending
[/TD]
[TD]Awaiting Vendor Action
[/TD]
[TD]All
[/TD]
[TD]Service Restoration
[/TD]
[TD]5/9/2017 10:11
[/TD]
[TD]30+ Days
[/TD]
[/TR]
[TR]
[TD]INC000012415637
[/TD]
[TD]ASIA
[/TD]
[TD]SERVICES CAMPUS
[/TD]
[TD]Pending
[/TD]
[TD]Hold
[/TD]
[TD]All
[/TD]
[TD]Service Restoration
[/TD]
[TD]7/28/2017 10:16
[/TD]
[TD]4-7 Days
[/TD]
[/TR]
[TR]
[TD]INC000012394801
[/TD]
[TD]LATIN AM
[/TD]
[TD]REMOTE SD
[/TD]
[TD]Pending
[/TD]
[TD]Hold
[/TD]
[TD]All
[/TD]
[TD]Service Restoration
[/TD]
[TD]7/25/2017 11:48
[/TD]
[TD]8-10 Days
[/TD]
[/TR]
</tbody>[/TABLE]





Below is how I’ve been asked to build the report:
[TABLE="width: 0"]
<tbody>[TR]
[TD]
[/TD]
[TD][/TD]
[TD][/TD]
[TD][/TD]
[TD][/TD]
[/TR]
[TR]
[TD]Current Week
[/TD]
[TD]Prior Week
[/TD]
[TD] Two Weeks Prior
[/TD]
[TD]Four Weeks Prior
[/TD]
[/TR]
[TR]
[TD]0-3 Days
[/TD]
[TD]
[/TD]
[TD]
[/TD]
[TD]
[/TD]
[TD]
[/TD]
[/TR]
[TR]
[TD]4-7 Days
[/TD]
[TD]
[/TD]
[TD]
[/TD]
[TD]
[/TD]
[TD]
[/TD]
[/TR]
[TR]
[TD]8-10 Days
[/TD]
[TD]
[/TD]
[TD]
[/TD]
[TD]
[/TD]
[TD]
[/TD]
[/TR]
[TR]
[TD]11-19 Days
[/TD]
[TD]
[/TD]
[TD]
[/TD]
[TD]
[/TD]
[TD]
[/TD]
[/TR]
[TR]
[TD]20-29 Days
[/TD]
[TD]
[/TD]
[TD]
[/TD]
[TD]
[/TD]
[TD]
[/TD]
[/TR]
[TR]
[TD]30+ Days
[/TD]
[TD]
[/TD]
[TD]
[/TD]
[TD]
[/TD]
[TD]
[/TD]
[/TR]
</tbody>[/TABLE]

Please help!!
Thanks.
 

Excel Facts

Which lookup functions find a value equal or greater than the lookup value?
MATCH uses -1 to find larger value (lookup table must be sorted ZA). XLOOKUP uses 1 to find values greater and does not need to be sorted.

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