Public/Get-FSvcTicketOverview.ps1
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function Get-FSvcTicketOverview { <# .SYNOPSIS Three-list triage: unassigned, waiting on customer, awaiting agent. .DESCRIPTION Returns one object per ticket with a Category property, so pipe it to Where-Object / Group-Object / Format-Table. Rows are grouped in report order (unassigned, waiting, awaiting_agent) and, within each group, ordered by Days descending (longest-waiting first). Each row exposes the numeric business-day count (Days) plus a humanized Elapsed ("13d 14h", or "1h 30m" below a day) and the Since timestamp the count is measured from (created_at for unassigned rows, the last message otherwise). Unanswered is the number of customer messages the agent has not answered yet (consecutive incoming messages since the last agent message); it is $null for unassigned rows, which are not fetched conversation by conversation. .EXAMPLE Get-FSvcTicketOverview -OlderThanDays 2 | Format-Table Category, Id, Subject, Days #> [CmdletBinding()] param( [string]$UnassignedQueryHash, [string]$AssignedQueryHash, [double]$OlderThanDays = 2, [int]$PerPage = 100 ) $cfg = Get-FSvcEffectiveConfig $now = [datetimeoffset]::Now $out = @() $unassigned = Get-FSvcTargetTickets -View Unassigned -QueryHash $UnassignedQueryHash -PerPage $PerPage -Config $cfg foreach ($t in @($unassigned)) { $created = ConvertTo-FSDateTimeOffset $t.created_at $days = 0.0 if ($null -ne $created) { $days = Get-FSvcBusinessDaysBetween -From $created -To $now } $out += New-FSvcOverviewRow -Category 'unassigned' -Ticket $t -RawDays $days -Since $created -Unanswered $null -BaseUrl $cfg.BaseUrl } $assigned = Get-FSvcTargetTickets -View SelfAssigned -QueryHash $AssignedQueryHash -PerPage $PerPage -Config $cfg foreach ($t in @($assigned)) { $thread = Get-FSvcTicketThread -TicketId $t.id -Config $cfg $triage = Get-FSvcTriage -Ticket $t -LatestConversation $thread.Latest -OlderThanDays $OlderThanDays -Now $now if ($null -eq $triage) { continue } $out += New-FSvcOverviewRow -Category $triage.Category -Ticket $t -RawDays $triage.Days -Since $triage.Since -Unanswered $thread.Unanswered -BaseUrl $cfg.BaseUrl } return (Sort-FSvcOverviewRows -Rows $out) } |