Abstract
Our help ticketing solution would not be complete without a Power BI solution to monitor our tickets. In this chapter, we connect Power BI to the SharePoint list holding our help ticket data and explore how to best configure it to get the data insights we want such as open tickets and what areas are experiencing the most demand for support.
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Notes
- 1.
This was in the summer when many of the staff were away. The system still logged about 100 tickets per week.
- 2.
We need this extra logic because Resolved Date is just a date value without a time. This ends up being the same as 00:00 (midnight). So if a ticket is opened and closed the same day, the Days Open ends up being negative (since Created has both a date and time and is later than midnight). That doesn’t make sense, so we use 0 instead.
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© 2022 The Author(s), under exclusive license to APress Media, LLC, part of Springer Nature
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Rhodes, J.M. (2022). Using Power BI for the Help Ticketing System. In: Creating Business Applications with Microsoft 365. Apress, Berkeley, CA. https://doi.org/10.1007/978-1-4842-8823-8_10
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DOI: https://doi.org/10.1007/978-1-4842-8823-8_10
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Publisher Name: Apress, Berkeley, CA
Print ISBN: 978-1-4842-8822-1
Online ISBN: 978-1-4842-8823-8
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